The Customer Perceived Orientation Effect on Perceived Value and Customer Satisfaction and Its Influence on Customer Trust

Abstract

Research aims: The purpose of this research is to examine the impact of customer-perceived orientation (CPO) on customer-perceived value (CPV) and customer satisfaction (CS) and its influence on customer trust (CT) in Islamic banks.Design/Methodology/Approach: The study employed a quantitative research design with a descriptive survey. Data from 270 Islamic bank customers were analyzed using Structural Equation Modeling Analysis of Moment Structure (SEM-AMOS).Research findings: Based on the findings, CPO significantly affected CPV and CS. Furthermore, CS and CPV also had a significant impact on CT.Theoretical contribution/originality: The study strengthens the body of knowledge on customer perceived orientation, perceived value, satisfaction, and trust.Practitioner/Policy implication: The research highlights the significance of the investigated variables and guides policymakers and scholars.Research limitation/Implication: Several limitations could be identified. Firstly, primary data were collected cross-sectionally so that future studies can apply longitudinal research to understand investigated variables better. Secondly, the small sample size of 270 consumers may not be recommended to generalize a vast population. For future research, it is suggested that the proposed model be validated with a larger sample size.

Perilaku Pembelian Ramah Lingkungan: Tinjauan terhadap Persepsi Nilai, Persepsi Risiko, dan Kepercayaan di Niceso Kota Tangerang

“…Pendapat Mulyati & Gesitera (2020)menyatakan bahwa kepercayaan konsumen merupakan didefinisikan sebagai persepsi kekuatan dari sudut pandang konsumen berdasarkan pengalaman transaksional atau interaktif yang ditandai dengan terpenuhinya harapan terkait kinerja dan kepuasan produk. Sedangkan menurut Halimatussakdiah et al (2023) kepercayaan konsumen didefinisikan sebagai sifat percaya pada keandalan orang lain yang akan memenuhi semua kewajiban sesuai dengan yang diharapkan.…”