Impact of Customer Orientation and Quality of Service on Trust and Customer Loyalty

Windarti, Gst Ayu Oka; Alhadi, Esya; Zahara, Elvia; Andriani, Titi

doi:10.2991/assehr.k.200407.007

Cited by 2 publications

(2 citation statements)

References 28 publications

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“…(Eggers et al, 2013). In addition, Brand Customer Orientation also has a positive impact with Brand Trust so that H3 can be received with a t-value of 2,152> 1.65; p-value <0.05. was agreed upon (Windarti, 2020) which stated that trust is influenced by customer orientation positively and significantly. In the Brand Community on Brand Trust, a positive impact was also found with t-value of 3.318> 1.65; p-value <0.05.…”

Section: Structural Modelmentioning

confidence: 99%

The Impact of Brand Authenticity and Brand Community on Brand Trust and Msme Growth in Bukalapak Partner Application Users

Philycia

Berlianto²

2022

MEBIS

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The massive growth of SMEs gave an opportunity to the tech industry in creating innovations. Applications with advanced and user-friendly features offered SMEs owners an opportunity to enlarge their businesses. This study’s objective is to discuss the impact of brand authenticity and brand community towards brand trust and SME growth in case of users of Mitra Bukalapak applications. This study uses bootstraping methods as the framework of theory analysis. In data collection, the study is using purposive sampling methtods to 362 community members of Mitra Bukalapak users. The result of this study found that brand consistency, brand customer orientation, brand community has a positive impact on brand trust, and brand trust has a positive impact on SME growth. Therefore, the study will contribute to current knowledge in the tech industry to build the brand and provide information on the impact of brand value development for the SME owners.

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Section: Structural Modelmentioning

confidence: 99%

The Impact of Brand Authenticity and Brand Community on Brand Trust and Msme Growth in Bukalapak Partner Application Users

Philycia

Berlianto²

2022

MEBIS

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“…Shamsudheen and Rosly (2021) argue that when a bank has its customers' best interests at heart, the customers' trust level in the bank is positively impacted. Therefore, when bank employees engage with customers through professional interactive communication that is founded on friendly service, sound product and service knowledge as well as respect, the overall trust level that customers have in their bank is strengthened (Windarti et al, 2020). Consequently, the following hypothesis is proposed:…”

Section: Validating the Proposed Direct Effectsmentioning

confidence: 99%

Do you want my loyalty? Then understand what drives my trust – a conventional and Islamic banking perspective

Roberts-Lombard,

Petzer

2024

IMEFM

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Purpose The purpose of this research is to develop an enhanced understanding of the drivers of trust and loyalty in a conventional and Islamic banking setting. Design/methodology/approach The study’s sample included South African retail bank customers who had Islamic or conventional products and who were 18 years or older. A field services company collected data from respondents through the distribution of self-administered questionnaires and a total of 949 questionnaires were deemed suitable for data analysis. SmartPLS 3.2.7 and Hayes Process Macro for SPSS tested the study’s hypotheses. Findings Comparing conventional banking customers with Islamic banking customers, the path from trust to customer loyalty was statistically significantly different across customer type, while the paths between trust and customer orientation, information sharing, and service fairness were not statistically significantly different across customer type. A closer examination of the path coefficients reveals that the relationship between trust and loyalty is stronger for conventional banking customers than for Islamic banking customers. Practical implications The findings of the study guide both conventional and Islamic banks in South Africa on how banks should redesign their purpose as the providers of financial resources to their customer segments. It highlights the need for these banks to secure a more focused approach on how to deliver financial resources and consulting services to customers in a trusting, engaging and reliable manner. Originality/value The study provides insight into Islamic and retail bank customers’ perceptions of the drivers of trust and loyalty and how these constructs’ interrelationships differ between Islamic and conventional banking customers.

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Impact of Customer Orientation and Quality of Service on Trust and Customer Loyalty

Cited by 2 publications

References 28 publications

The Impact of Brand Authenticity and Brand Community on Brand Trust and Msme Growth in Bukalapak Partner Application Users

The Impact of Brand Authenticity and Brand Community on Brand Trust and Msme Growth in Bukalapak Partner Application Users

Do you want my loyalty? Then understand what drives my trust – a conventional and Islamic banking perspective

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