ServiceQuality,EmployeeEthics,BankCustomerTrust:The Role of Size Moderation and Bank Reputation in Indonesia

Abstract

Research Objective: This study aimed to determine the effect of service quality and employee ethics on trust and to determine the moderation effect of bank reputation on the relationship between service quality and employee ethics on trust. Furthermore, the researchers also want to know the effect of moderation of bank reputation on the relationship between service quality and employee ethics by including the size of extremely sound bank and sound bank. Research Design / Methodology / Approach: There were 600 bank customers of PT. Bank Mandiri (Persero), Tbk, PT. BCA, Tbk, PT. BRI (Persero), Tbk, PT. BNI (Persero), Tbk in Indonesia as the sample. Data were analyzed by using SEM Lisrel and multigroup analysis by distinguishing banks with the size of extremely sound bank and sound bank. Finding : Service quality and employee ethics have a positive effect on trust. Furthermore, the bank's reputation as a moderating variable strengthens the relationship between service quality and trust and on the contrary weakens the relationship between employee ethics and trust. There is a difference in the effect of the moderating variable of bank size on the relationship between service quality and employee ethics on trust. Practical Implications: The head of bank must provide good service and ethics to customers at the bank. The size and reputation of the bank does not guarantee customer trust in extremely sound bank and sound bank. Originality / Value: The main contribution of this study focuses on exploring the impact of bank reputation moderation on the relationship between service quality and trust, then bank size on the relationship between trust and re-transaction intention of costumers from extremely sound bank and sound bank. Keywords: Service Quality, Employee Ethics, Trust, Bank Reputation, Bank Size.