Impact of customer trust toward loyalty: the mediating role of perceived usefulness and satisfaction

Daud, Anshar; Farida, Naili; Andriyansah,; Razak, Mashur

doi:10.24052/jbrmr/v13is02/art-21

Cited by 43 publications

(37 citation statements)

References 17 publications

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“…Satisfaction. Previous study by (Daud et al, 2018) in Indonesia had a significant effect of PU on Satisfaction, which in turns brings a positive impact toward Loyalty and Customer intention to Repurchase from the same Company. Similarly, Perceived Ese of Use was also revealed to have a Positive and Significant Impact toward Trust, which ultimately turns out to have a significant impact toward Loyalty.…”

Section: The Effect Of Pu and Pou On Repurchase Intention Through Trust And Customermentioning

confidence: 83%

How Perceived Usefulness and Perceived Ease of Use Affecting Intent to Repurchase?

Keni

2020

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This study was commenced in order to determine whether or not perceived usefulness and perceived ease of use positively affecting consumers’ intention to repurchase, both in a direct and indirect manner through both trust and customer satisfaction. A sum of 250 respondents joined this study, while a total of 236 data were deemed usable to be further processed and analyzed in this study. Survey method was applied in this study, in which all of the data gathered from the respondents using questionnaires which were distributed both personally and electronically. All of the data then were analyzed using PLS-SEM method. In accordance with the results, author conclude that both perceived usefulness and perceived ease of use play a significant and important role in affecting consumers’ intention to repurchase, both directly and indirectly toward customer satisfaction and trust, in which trust plays a stronger role as a mediator as compared to satisfaction.

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Section: The Effect Of Pu and Pou On Repurchase Intention Through Trust And Customermentioning

confidence: 83%

How Perceived Usefulness and Perceived Ease of Use Affecting Intent to Repurchase?

Keni

2020

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“…In the research on the continuous intention model of information systems, it is also proved that perceived usefulness is a key factor that directly affects user satisfaction and also has a direct impact on a user's willingness to continue using the product. Daud et al (2018) also showed the impact of perceived usefulness on customer satisfaction in their use of IPTV. Thus, the variable of perceived usefulness was introduced to measure undergraduates' satisfaction with the e-book APP and their continuance intentions.…”

Section: Research Model and Hypothesesmentioning

confidence: 99%

Exploring the Influential Factors on Readers' Continuance Intentions of E-Book APPs: Personalization, Usefulness, Playfulness, and Satisfaction

et al. 2021

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With the rapid development of mobile devices, users can now read on the screen. Electronic reading (e-reading) has become a common reading style with the growth in online learning or electronic learning (e-learning). E-book applications (APPs) are widely developed and applied for reading on a screen. However, it is difficult for readers to change their reading habits or preference from paper-printed books to digital devices. The study of readers' continuance intention to use e-book APPs is the first step to improving e-reading. This study focuses on the influential factors on undergraduates' continuance intention of e-book APPs, which analyzed and summarized the literature related to the electronic book (e-book) applications (APPs) and undergraduates' continuous intention, combined with the characteristics of the e-book APPs, introduced relevant theories and variables, and established the factors that influence undergraduates' continuous intention of using e-book APPs. On this basis, the paper analyzed the relationship between various influencing factors and their influence on continuous intention. A model composed of five hypotheses was constructed to test the factors influencing undergraduates' continuous intention in e-book APPs. The results indicated that of all research variables, satisfaction is the most important factor that affects continuous intention; Perceived usefulness and perceived playfulness have an indirect effect on continuous intention through satisfaction; personalization has direct effects on perceived usefulness and perceived playfulness, so it also has an indirect effect on continuous intention. The findings of the study will be helpful for designers and developers of e-book APPs and provide e-book APP suggestions for readers as well.

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“…These results are supported by the finding of [18], [19] which revealed that a person is more likely to use something because they think it is beneficial for them. Thus, specifically, EoU and U have a direct and significant effect on improving the quality of service [20], [21], [22]. Similar findings from AL-Nawafleh, ALSheikh, Abdulllah, & Abdul (2019) also reveal that service quality is positively influenced by the factors of the TAM such as EoU and U [23].…”

Section: Resultsmentioning

confidence: 73%

How Technology Acceptance Model TAM)Factors of Electronic Learning Influence Education Service Quality through Students' Satisfaction

Sholikah¹,

Sutirman²

2020

TEM Journal

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The objectives of the study is figuring out of the results of adoption of electronic learning systems (BeSmart) using Technology Acceptance Model (TAM) factors and servqual models to measure the education services. The data was obtained using SEM with AMOS 2.4. From the findings of the study, note that EoU and U of electronic learning systems hava a positive and significant effect on ESQ through student satisfaction. These findings contribute to university management to understand that service quality needs to pay attention to Ease of Use, Usefulness, and student satisfaction. This research provides insights into the importance of improving the quality of service in education and students' satisfaction, especially in the provision of service in learning and teaching field. As such, the study has implications for teaching and learning practice in higher education institution, and suggests recommendations for further research.

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Impact of customer trust toward loyalty: the mediating role of perceived usefulness and satisfaction

Cited by 43 publications

References 17 publications

How Perceived Usefulness and Perceived Ease of Use Affecting Intent to Repurchase?

How Perceived Usefulness and Perceived Ease of Use Affecting Intent to Repurchase?

Exploring the Influential Factors on Readers' Continuance Intentions of E-Book APPs: Personalization, Usefulness, Playfulness, and Satisfaction

How Technology Acceptance Model TAM)Factors of Electronic Learning Influence Education Service Quality through Students' Satisfaction

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