How the Loyalty of Expedition Business Can Be Formed Through Trust and Satisfaction

Abstract

The purpose of this study is to examine the role of satisfaction and trust in mediating the relationship between service quality and brand image, and customer's intention to be loyal. The data is collected using survey and conducted by distributing questionnaire through a website. Website is selected as a media to distribute th research instrument because today marketplace shows a shift from offline to online platform. This study selected 200 people who have the intention to loyal with Jalur Nugraha Ekakurir (JNE) service as samples. Structural Equation Model (SEM) is statistical method chosen to elaborate the relationship among the variables. The result of this research indicates that service quality and brand image have positive and significant effect on satisfaction and trust. In addition, this research also find the mediation effect of satisfaction and trust in shaping customer loyalty. This study also discusses the implications from theoretical, practical, and future research, point of view.

The Effect of Service Quality and Satisfaction on Loyalty Mediated by Trust in Bank Aceh Action Mobile Service Users

“…According to Amin, et al (2013) in their research also revealed a positive relationship between trust and loyalty. Another study by (Tabrani et al, 2018); (Wakhidah & Haryanto, 2017); and (Yildiz, 2017); also found a positive and significant influence between trust and loyalty. The higher the consumer's trust in a product/service, the higher the loyalty that will be given by the consumer to a product/service.…”

“…Rasheed & Immortal, (2014) also obtained that there is a positive relationship between Servqual and trust. Another study by (Wakhidah & Haryanto, 2017); (Yildiz, 2017); and (Uzir et al, 2021), also shows that there is a significant influence between Servqual and trust. The higher the Servqual obtained by consumers, the higher the trust that will be given by consumers.…”

“…And also found that there is a positive relationship between satisfaction and trust, satisfaction and perceived value, customer trust and loyalty, and perceived value and customer loyalty. Research by (Yildiz, 2017); (Chao et al, 2015); (Wakhidah & Haryanto, 2017); and (Yang & Chao, 2017), found a significant influence between satisfaction on loyalty. The higher the satisfaction received by consumers; the higher consumer loyalty will occur.…”