The Effect of Information Quality and Experience Quality on Trust and Its Impact on Customer Loyalty

Patma, Tundung Subali; Djajanto, Ludfi; Widodo, Saniman; Rahayu, Karisma Sri

doi:10.2991/978-94-6463-026-8_30

Cited by 2 publications

(3 citation statements)

References 24 publications

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“…Likewise, Şahin & Güzel (2020) found that tourist emotional arousal experience positively influences post-experience behaviour. On the other hand, the results of the indirect effect confirm customer perceived value does not fully mediate the relationship between aroused experience and customer loyalty (Patma et al, 2020). Likewise, customer perceived value through service quality influences destination image and behavioural intention (Moon et al, 2013).…”

Section: The Mediation Test For Both Direct and Indirect Effects With...mentioning

confidence: 85%

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Escapism Experience an Avenue for Tourism Development: Mapping the Test of Tanzania: Evidence from Arusha Region

Agapity

Mugobi

2023

Afr.j. tour. hosp. manag.

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The study’s aim is to examine the mediation effect of consumer perceived value on the relationship between escapism experience components and tourism development. A purposive sampling technique was used to collect data from various hotels in Arusha. One hundred twenty-three questionnaires were distributed, and only 78 were retained for analysis throughout the study. Statistical Package for the Social Sciences (SPSS 27) through descriptive statistics was used to analyse respondent profiles and the normality test of the data. Structural Equation Modelling through AMOS software was used to analyse the relationship of the variable and to test the mediation effect of customer perceived value on the relationship between arousal experience, memory experience, perceived quality, and tourism development. The main findings reveal that customer-perceived value fully mediates the relationship between memory experience and tourism development while partially mediates the relationship between arousal experience and perceived quality in tourism development. With the guide of the experience economy theory, the study’s novelty lies in the mediation effect of customer perceived value on the relationship between the escapism components and tourism development. With these findings, tourism stakeholders, including the hotel industry, are advised to focus on satisfying customers in the whole customer travel experience value chain, which includes before experience, during the experience, and post-experience

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Section: The Mediation Test For Both Direct and Indirect Effects With...mentioning

confidence: 85%

“…Perceived quality from(Tsai & Wang, 2016);(Bae & Jeon, 2022) and was measured with 6 items. Customer-perceived value indicators were adopted fromPatma et al (2020) and were measured with 8 items.…”

mentioning

confidence: 99%

Escapism Experience an Avenue for Tourism Development: Mapping the Test of Tanzania: Evidence from Arusha Region

Agapity

Mugobi

2023

Afr.j. tour. hosp. manag.

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“…1 -20 ketersediaan, dan kelengkapan konten informasi. Menurut (Patma et al, 2023), kualitas informasi menonjol sebagai penentu paling penting dari kepuasan pelanggan online. Tingkat kualitas informasi yang lebih tinggi yang dihasilkan oleh sistem informasi berkorelasi dengan peningkatan substansial dalam kepuasan pelanggan.…”

Section: Information Quality Tidak Berpengaruh Terhadap Customer Sati...unclassified

Predicting Switching intention Among Generation Z (Study on Shopee App)

Purnama Putri

2024

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Studies that focus on the interaction of variables related to system quality, information quality, and service quality, as well as their effect on user satisfaction and subsequent intentions to switch to alternative e-commerce platforms can provide a better understanding of Generation Z's Customer behavior in using e-commerce applications. The approach used in this study is a quantitative approach. This study is to test the variables that affect switching intention with analysis tools using PLS software. This pathway analysis technique will be used in testing the magnitude of the contribution indicated by the path coefficients on each path diagram of causal relationships between IQ, SQ, SyQ, SI variables, on ST. The population is 188,951 people with sample of this study was Gen Z totaling 125 respondents. The results showed that Information Quality does not affect Customer satisfaction and the switching intention at shopee, but system quality affect the satisfaction and switching intention. The service quality has no effect on switching intention but affects customer satisfaction. Customer satisfaction affects the desire to change applications. Customer satisfaction mediates the relationship between service quality, system quality and the switching intention from shopee. However, it does not mediate the relationship between Information Quality and the switching intention Keywords: Service Quality, Information Quality, System Quality, Switching Intention, Customer Satisfaction

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The Effect of Information Quality and Experience Quality on Trust and Its Impact on Customer Loyalty

Cited by 2 publications

References 24 publications

Escapism Experience an Avenue for Tourism Development: Mapping the Test of Tanzania: Evidence from Arusha Region

Escapism Experience an Avenue for Tourism Development: Mapping the Test of Tanzania: Evidence from Arusha Region

Predicting Switching intention Among Generation Z (Study on Shopee App)

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