Effect of Experience in Building Satisfaction, Trust and Loyalty

Pramita, Putu Eny Guna

doi:10.21776/ub.jam.2019.017.01.09

Cited by 7 publications

(7 citation statements)

References 9 publications

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“…When the quality of service matches consumer expectations the positive experience instills consumer trust in JNE. Hence, it is in accordance with studies (Mohmed et al, 2013;Chen et al, 2010;Chinomona, 2013;Pramita, 2019).…”

Section: Discussionsupporting

confidence: 92%

Building Consumer Satisfaction to Improve Consumer Trust Through Service Quality and Consumer Experience in Jne Pekanbaru

Junaedi

Wijaya

Manullang

2020

JAM

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e-Commerce is growing and influencing the business world. Service quality and consumer experience have an influential role to provide consumer satisfaction and trust. This study aims to understand and analyze the influence of service quality and consumer experience on consumer satisfaction and consumer trust in JNE Pekanbaru. The population in this study is all consumers who have used JNE logistics services in Pekanbaru. The sampling used an accidental sampling technique with 150 respondents. The researchers utilized path analysis techniques with the PLS program. The results show service quality and consumer experience had a significant positive effect on consumer satisfaction and trust. Consumer satisfaction encourages the creation of consumer trust in JNE of Pekanbaru. Therefore, next researches are expected to be able to explore other variables such as customer value, customer relationship management, and other variables suspected of affecting consumer satisfaction and consumer trust.

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Section: Discussionsupporting

confidence: 92%

Building Consumer Satisfaction to Improve Consumer Trust Through Service Quality and Consumer Experience in Jne Pekanbaru

Junaedi

Wijaya

Manullang

2020

JAM

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“…As revealed in the present study, investors’ experience gained in company events with luxurious decoration and availability of valuable gifts is an effective way to build trust between them and the company. Moreover, satisfying investors’ initial requests can help build their trustful relationship with the company, thus bringing about financial benefits (Pramita, 2019). We found that most investors achieved a high financial return through their initial investments, and this motivated them to make subsequent investments based on the initial performance of the P2P company.…”

Section: Discussionmentioning

confidence: 99%

How to win trust: The case of P2P financial fraud in China

Kan

2022

Journal of Criminology

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Originally, the establishment of peer-to-peer lending (P2P) helped poor people to solve short-term financial problems or had a charitable nature. Along with its development, it became a financial method that helps people invest. It has been developing rapidly in China since 2007 and was claimed as a Ponzi scheme since many investors have been deceived. That is, P2P in China is viewed more as a fraud rather than a formal financial method. Although some studies have explored the overall picture of P2P, this study filled the research gaps by i) using court cases and media reports for analysis, and ii) adopting trust theory and the concept of guanxi, to explore the trust relationship in the P2P. To investigate the process and mechanism in P2P, the present study aimed to examine the situation of P2P investment in China and the trust-building process between investors and P2P companies by using trust theory. A case study method was adopted using published court and media cases. A thematic analysis approach was used to analyse the data. The results demonstrate that investors were guaranteed high financial returns by the companies, and they profited from their initial investments. However, they were commonly deceived in subsequent investments after their trust in the P2P companies was established through the initial gain. The results also reveal a trust-building process between investors and P2P companies through the quality of search, experience and credence as adopted in trust theory. The study complements the trust theory with Chinese cultural concepts such as authority and guanxi and reveals how these are applied in Chinese business malpractices.

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“…Menurut Bakker (2014), arousal terdiri dari tiga dimensi, yaitu sebagai berikut: stimulus fisik, motivasi intrinsik dan stimulus sikap. Pramita (2019), mendefinisikan kepuasan sebagai perasaan senang atau kecewa dari hasil membandingkan kinerja produk sesuai seperti yang diinginkan. Jika kinerja produk rendah dari yang diharapkan pelanggan akan kecewa.…”

Section: Arousalunclassified

Pengaruh Service Experience pada Brand Attitude dimediasi oleh Arousal dan Satisfaction di Distro Phillipworks Yogyakarta

Fahmi

Welsa

2023

UBMJ

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Tujuan: Tujuan penelitian ini untuk menguji hubungan antara variabel service experience terhadap brand attitude secara langsung dan tidak langsung melalui variabel arousal dan satisfaction pada konsumen Phillipworks Metodologi: Penelitian ini dilakukan pada konsumen Phillipworks Yogyakarta yang pernah membeli produk Phillipworks dengan 100 sampel. Instrumen yang digunakan adalah kuesioner. Teknik analisis data yang digunakan uji parsial, uji regresi dan uji sobel. Temuan: Dari hasil penelitian menunjukkan bahwa service experience berpengaruh terhadap brand attitude secara langsung, adapun variabel arousal dan satisfaction mampu memediasi hubungan antara service experience terhadap brand attitude pada konsumen Phillipworks. Orisinalitas: Penelitian ini merujuk pada subjek yang baru untuk dijadikan bahan penelitian. Keterbatasan penelitian: Responden dalam penelitian ini hanya mencangkup konsumen yang pernah mengunjungi dan membeli produk dari distro Phillipworks. Implikasi praktis: Penelitian ini memberikan masukan bagi distro Phillipworks untuk memberikan produk yang berbeda dari yang lain karena konsumen ingin berbeda dengan yang lain. Lebih memperhatikan desain layout untuk menarik konsumen dalam berkunjung. Memberikan harga yang sesuai dengan keinginan konsumen.

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Effect of Experience in Building Satisfaction, Trust and Loyalty

Cited by 7 publications

References 9 publications

Building Consumer Satisfaction to Improve Consumer Trust Through Service Quality and Consumer Experience in Jne Pekanbaru

Building Consumer Satisfaction to Improve Consumer Trust Through Service Quality and Consumer Experience in Jne Pekanbaru

How to win trust: The case of P2P financial fraud in China

Pengaruh Service Experience pada Brand Attitude dimediasi oleh Arousal dan Satisfaction di Distro Phillipworks Yogyakarta

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