The Effects of Trust, Service Quality and Perceived Value on Satisfaction and Their Impact on Loyalty

Rico,; Tecoalu, Melitina; Wahyoedi, Soegeng; Purnama, Eka Desy

doi:10.5220/0008492603250330

Cited by 13 publications

(19 citation statements)

References 8 publications

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“…Similarly, the research results from the model show that service quality also significantly affects customer loyalty (H3) and is corroborated by Kaura et al (2015) in the same field of study. However, this study result is inconsistent with the research conclusions of Rico et al 2019 in which service quality does not affect customer loyalty. This opposite result is explained when the quality of service is not provided by the modern retailer itself but is supported by a business; thus, the quality of service provided cannot be controlled.…”

Section: Theoretical Implicationscontrasting

confidence: 99%

“…In addition, customer trust also plays a significant role in maintaining loyalty (H2). This research has contributed to the previous research (Zhang & Li, 2019); (Rico et al 2019) when pointing out that trust contributes to customer loyalty to the modern retail channels. Similarly, the research results from the model show that service quality also significantly affects customer loyalty (H3) and is corroborated by Kaura et al (2015) in the same field of study.…”

Section: Theoretical Implicationsmentioning

confidence: 54%

“…Customer trust has a positive and significant impact on loyalty (Rico et al 2019). There is a correlation between a trust in the seller, the store's confidence and the repetitive purchase (Bobâlcă, 2014).…”

Section: Customer Trust and Customer Loyaltymentioning

confidence: 99%

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Customer Loyalty to Modern Retail Channel A Study in The Context of Covid-19 Pandemic in Vietnam

Hien¹,

Tram²,

Ai³

2021

QAS

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This study was conducted for the purpose of maintaining the sustainable loyalty of customers towards modern retail channel in the context of the Covid-19 pandemic. The data used in the study were collected from 215 customers who went shopping at convenience stores, mini-marts and others made purchase by means of online shopping via the supermarkets' websites during the Covid-19 pandemic in Vietnam. The result shows that there are five (5) factors positively affecting customers' loyalty including perceived value, trust, service quality, personality traits, and commitment, among which perceived value has the strongest impact on customer loyalty. In addition, the study also shows that the switching cost factor moderates the relationship between customer trust and loyalty. Based on the result, the study proposes a number of managerial implications for the managers of modern retail channel from which to have suitable business methods and marketing strategies to meet the requirements of different types of customers, thereby increasing customer loyalty, gaining competitive advantage, and bringing sustainable business performance to businesses during the new normal and post-pandemic period.

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Section: Theoretical Implicationscontrasting

confidence: 99%

Section: Theoretical Implicationsmentioning

confidence: 54%

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Customer Loyalty to Modern Retail Channel A Study in The Context of Covid-19 Pandemic in Vietnam

Hien¹,

Tram²,

Ai³

2021

QAS

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“…This aspect can influence the tourist's intention to revisit or recommend a destination or heritage site. This relationship has been studied in the tourism industry, showing that trust, quality of service and perceived value all have a positive and significant effect on customer satisfaction and that, in turn, satisfaction has a positive influence on customer loyalty [115,116]. There are also studies that confirm this relationship for the Jewish collective with products such as kosher food [117] or souvenirs [118].…”

Section: Discussionmentioning

confidence: 87%

The Loyalty of Tourism in Synagogues: The Special Case of the Synagogue of Córdoba

Río

Rojas

Romero

et al. 2020

IJERPH

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Tourism in synagogues is an activity which is increasing in popularity due to the current interest in cultural and patrimonial heritage. The synagogue in Córdoba has become an irreplaceable Jewish tourist destination in Spain due to its origins, construction, conservation, and recognition by international organizations. This article analyzes the loyalty of tourism in synagogues using variables such as satisfaction, loyalty and the expected and perceived value of the destination and the historical monument using a structural research equations methodology. No previous studies on tourism at synagogues using structural equations have been made. The data was obtained by means of a survey given to 350 tourists visiting this cultural heritage site. The results showed that there is strong loyalty to the heritage site as well as the destination.

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“…Trust also helps a company's sustainability because if a company's products or services are trusted, then the product or service will develop in the market. Then in the research of Rico et al (2018) explains that trust is a condition where the party conducting the exchange process believes in the reliability and integrity of the other party, while Fansisca and Saparso (2014) state that trust is a guideline for consumers to make decisions in purchasing, where the higher the level of trust, the higher the purchase decision. Created will also be higher.The research of Japarianto and Adelia (2020) and Murwatiningsih and Apriliani (2018) stated that trust has a mediating role in influencing price levels on purchasing decisions.…”

Section: Introductionmentioning

confidence: 99%

The Influence Of Pricing Rate And Word Of Mouth (Wom) Mediated By Trust On Credit Car Purchasing Decisions

Wahyoedi

Andry

2021

International Journal of Science, Technology & Management

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Intense competition between finance companies makes each must apply the best strategy to become a winner. This study aims to analyze the direct effect of pricing rate and word of mouth (wom) on purchasing decisions and indirectly mediated by trust, as well as the direct influence of trust on purchasing decisions. The population of this study is consumers who have purchased a car on credit at Maybank Finance in the West Java area, which consists of 4 city branches, namely: Bandung, Bogor, Cirebon and Karawang, both those that have been paid off and those that are still running. Samples were taken as many as 100 respondents using non-probability sampling technique with quota sampling method. Data analysis using Partial Least Square (PLS) using SmartPLS software. The results show that all hypotheses are proven to have an influence on pricing rate, word of mouth (wom) and trust on purchasing decisions, and it is also proven that trust is able to mediate the relationship between these variables.

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The Effects of Trust, Service Quality and Perceived Value on Satisfaction and Their Impact on Loyalty

Cited by 13 publications

References 8 publications

Customer Loyalty to Modern Retail Channel A Study in The Context of Covid-19 Pandemic in Vietnam

Customer Loyalty to Modern Retail Channel A Study in The Context of Covid-19 Pandemic in Vietnam

The Loyalty of Tourism in Synagogues: The Special Case of the Synagogue of Córdoba

The Influence Of Pricing Rate And Word Of Mouth (Wom) Mediated By Trust On Credit Car Purchasing Decisions

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