文章基本信息

标题：THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER TRUST TOWARD CUSTOMER LOYALTY: THE ROLE OF CUSTOMER SATISFACTION
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作者：Tigor Sitorus ; Milawati Yustisia
期刊名称：International Journal for Quality Research
印刷版ISSN：1800-6450
电子版ISSN：1800-7473
出版年度：2018
卷号：12
期号：3
DOI：10.18421/IJQR12.03-06
语种：English
出版社：Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
摘要：This study aims at investigating and testing the mediated effect of Customer Satisfaction on the influence of the Service Quality and Customer Trust toward Customer Loyalty. This research was conducted in the five biggest national foreign exchange private banks that are listed in the Indonesia Stock Exchange up to the period of 2014, with the total sample of 170 customers, where afterthe monetary crisisin 2008, the business of bank in Indonesia was faced with the issue of customer trust that eventually influenced the customer loyalty. In this study, the Structural Equation Model by AMOS was used to analyze the data. The results show high Goodness of Fit and the simultaneous and individual tests also generated significant results. The results of data analysis show that: (1) Service Quality significantly gives positive influence to Customer Satisfaction, (2) Customer Trust has significant and positive influence on Customer Satisfaction, (3) Service Quality does not significantly give positive influence to Customer Loyalty, (4) Customer Trust significantly gives positive influence to Customer Loyalty, and (5) Customer Satisfaction significantly gives positive influence to Customer Loyalty. Therefore, the mediated effect of Customer Satisfaction on the influence of Service Quality and Customer Trust toward Customer Loyalty has more strength compared to the direct influence of Service Quality and Customer Trust toward Customer Loyalty.
关键词：Customer; satisfaction; trust; loyalty; Service; Quality