Customer Trust Research Articles

The impact of social and environmental responsibility on the reputation and trust of customers of telecommunications companies in Egypt

The impact of social and environmental responsibility on the reputation and trust of customers of telecommunications companies in Egypt

Optimal product pricing and lot sizing decisions for an omni-channel supply chain

In an omni-channel supply chain, companies offer customers multiple channels to interact with their brand. This allows for greater outreach and sales, resulting in increased customer loyalty and trust. Furthermore, there has been little discussion on the simultaneous consideration of strategic and tactical decisions under return policies in omni-channel supply chains. To maximize total profit, this research proposes a two-echelon supply chain, comprising a manufacturer and multiple retailers, including traditional, electronic and omni-channels. The non-deterministic demand function takes into account the sales price, refund price, delivery time and order quantities. A heuristic algorithm based on analysis of Karush–Kuhn–Tucker optimality conditions used to solve a nonlinear programming model. This research presents an analysis of the factors influencing the decision variables and profit of the entire supply chain and offers retailers a unique way to evaluate their performance and make operational decisions regarding price, delivery time and order quantities.

FINANCIAL MARKET’S ROLE IN DETERMINING THE VALUE OF INTERNATIONAL BUSINESS INTANGIBLE ASSETS

As humanity moves into the era of digital technologies and the knowledge economy, the importance of intangible assets in the global economy and international business has been increasingly recognised. Amid the forced virtual communication resulting from the lingering effects of the COVID-19 pandemic, as well as the social conflicts and cyber-attacks associated with Russia's hybrid war in Ukraine, the value of intangible assets such as reputation, investor and customer loyalty, consumer data, branding, intellectual expertise and copyrights has taken on new importance and relevance. The purpose of the research is to improve the conceptual and methodological foundations for determining the nature and value of intangible assets of leading international companies, in particular, their undisclosed components, based on the use of financial market data. Research methodology. The study is based on systems analysis, analysis and synthesis, statistical and graphical methods. These methods were used primarily to identify the structure of the intangible assets of leading international companies, highlighting the interrelationships between the formation of the gap between the external (financial market) and internal (balance sheet) value of companies' shares and the value of their intangible assets. The publication supports the assumption that the identified gap between the market capitalisation and shareholder's equity of an individual company represents the undisclosed part of intangible assets that is not available in the company's official statements. This gap includes such components as reputation, trust and loyalty of customers and investors, brand strength, etc. Given the dynamic development of the international business sphere, the critical importance of flexibility, speed of decision-making, and the need for investors to obtain the most up-to-date information about the company's potential, including the value of its intangible assets, the proposed approach can serve as an effective decision-making tool and an alternative means of determining the real value of a company's intangible assets.

Assessing Customer Trust, Satisfaction, and Loyalty in the Malaysian Ice Cream and Milk Tea Industry

Assessing Customer Trust, Satisfaction, and Loyalty in the Malaysian Ice Cream and Milk Tea Industry

Service Quality and Customer Loyalty in Nepalese Commercial Banks: A Mediating Role of Customer Trust

Service Quality and Customer Loyalty in Nepalese Commercial Banks: A Mediating Role of Customer Trust

Analysis of the Influence of Customer Reviews and Customer Trust on Customer Loyalty through Customer Satisfaction as an Intervening Variable

The aim of this study is to analyze influence between customer reviews and customer trust on customer loyalty with customer satisfaction as an intervening variable. This study used descriptive and quantitative methods. Sampling was determined using a non-probability sampling technique with size of sample is 130 respondents who are Shopee users in Ciayumajakuning. Data collection by questionnaires to conducted through the distribution sample, and measurements used an interval scale. Data analysis was performed using path analysis. The research results indicate that customer reviews has a negative and insignificant impact on customer satisfaction. Customer trust has a positive and significant impact on customer satisfaction. Customer reviews have a positive and significant impact on customer loyalty. Customer trust has a positive and significant effect on customer loyalty. Customer satisfaction has a positive and significant impact on customer loyalty. Customer satisfaction can not mediate the correlation between customer reviews and customer loyalty. Customer satisfaction mediating correlation in the middle of customer trust and customer loyalty. The implication companies should focus directly on managing customer reviews and experiences to effectively influence loyalty without relying on satisfaction as an intermediary. On the other hand, to enhance overall loyalty, building strong trust is crucial, as trust can increase customer satisfaction, which in turn strengthens loyalty based on that trust.

Kulturowe aspekty dark web

The article contains a review of research on the cultural aspects of the Dark Web. A semi-systematic literature review was used for this purpose, as such an approach enables the reviewing of a multi- or interdisciplinary research area. Scopus, an international and multidisciplinary database indexing academic publications, was the source of bibliographic data. It turned out that there is a relatively short history of research on the cultural aspects of the Dark Web. The first publications on the topic only appeared in the Scopus database in 2005, and it continues to be a niche area of research, with the annual number of indexed publications around a few dozen. The author distinguished the following groups of issues that researchers deal with: (1) motivations among Dark Web users for making use of this part of the internet; (2) the impact of the Dark Web’s existence and the anonymity it provides on human behaviour; (3) the specificity of trading activity on “dark markets”; (4) steps taken by illegal traders to gain a reputation and customer trust; (5) communication practices on discussion forums; (6) the freedom to disseminate information; and (7) the methodology for studying communities on “dark networks”.

Factors Influencing Customers Trust In B2C E-Commerce and Their Relationship with Business Sustainability

Factors Influencing Customers Trust In B2C E-Commerce and Their Relationship with Business Sustainability

The level of Emotional Value and Customer Trust Assessment of State-Owned Enterprise Bank Customer of Kebayoran Baru South Jakarta

Purpose: The rapid development of economy in Indonesia has given a positive influence to the services sectors including State-Owned Enterprise banking, everyone will need banks as their business partners. Customers’ trust is a great asset for banks. The long-term relationship of customer-banks depends on the presence of customers’ trust on the banks. The significance of this phenomenon in banking industry becomes more critical where banks have to know their individual customers as well as contextual factors that influence on customers’ emotional value and customers trust.Design/methodology: This study aims to measure the level of customers emotional value and customers’ trust. 400 customers from any state-owned enterprise bank in Kebayoran Baru - South Jakarta were selected to form the sampling frame.Findings: The results show that both emotional value and customer trust is at a good level. All products, services and product features are able to create the emotional value expected by customers. All employees, products and facilities provided by bank are able to create consumers trust in the bank.Practical implications: The empirical implication of this research is to determine the conditions and the level of emotional value and customer trust in state-owned enterprise bank.Originality/Value: All companies in the banking industry must increase their awareness of the importance of providing value related to the emotional side of customers and also the importance of maintaining customer trust. The contribution of this research focuses on efforts to attract customer through their emotional value and trust.Keywors: Emotional Value, Customer Trust, State-Owned Enterprise Bank.

Tecnología financiera al servicio del cliente: percepción sobre herramientas digitales bancarias en Lima

The scientific study aims to establish the perception of banking customers in a district of Lima, Peru, regarding the effect of digital tools on the quality of service and customer care in the banking sector. It is based on a positivist approach, adopting a quantitative paradigm through a descriptive, non-experimental, and cross-sectional field method. The research employs a probabilistic random sampling method to select a representative sample of 350 banking customers in Lima, Peru. Data collection is conducted through surveys using a 21-question questionnaire. Before its implementation, the questionnaire underwent a pilot test and was evaluated by a panel of five experts. The reliability of the questionnaire was verified using Cronbach's alpha coefficient, obtaining an index of 0.87. The data were analyzed using SPSS v.27 statistical software and presented in the form of tables and graphs. The results revealed a positive perception among banking customers about the impact of digital tools applied in the banking sector on the quality of service and customer care. Additionally, the study highlights the importance of understanding individual user expectations and ensuring a regulatory framework that fosters customer trust. The research concludes by emphasizing the positive perception of banking customers regarding the impact of financial technology on the quality of service and customer care in the banking sector.

Navigating loyalty and trust in the skies: The mediating role of customer satisfaction and image for sustainable airlines

This study aims to pinpoint the key factors influencing customer loyalty and trust within the airline industry. The study investigates the impact of service quality (assessed through the SERVQUAL model), pricing fairness, and perceived value on passengers' loyalty and trust in airlines. Additionally, the research delves into the mediating influences of passenger satisfaction and airline image in this domain. The data has been collected from the passengers who have lately used air transport to travel. The respondents included 400 passengers and were targeted using a purposive sampling technique. The findings reveal a significant positive correlation between service quality, price fairness, and perceived value, as well as passengers' loyalty and trust in airlines. Furthermore, we discovered that customer satisfaction and the airline's image played crucial roles as mediators, enhancing our understanding of the core mechanisms driving loyalty and trust formation among passengers.

Driving Word of Mouth in E-commerce: The Impact of Service Quality, Customer Experience, and Repurchase Intention on TikTok Shop

The rapid growth of e-commerce and social commerce platforms demands a thorough understanding of customer behavior, which is vital for business success. This study examines the impact of e-service quality, customer satisfaction, customer trust, and repurchase intention on word of mouth among TikTok Shop customers. A quantitative approach was employed, with data collected through online questionnaires distributed to 220 respondents via Google Forms, using non-probability convenience sampling. Data were analyzed using Structural Equation Modeling (SEM) with the PLS program. The findings reveal that e-service quality positively and significantly influences customer trust, customer satisfaction, repurchase intention, and word of mouth. Furthermore, customer trust has a positive and significant effect on repurchase intention and word of mouth (β = 0.724, P = .001). Additionally, customer satisfaction significantly enhances customer trust, repurchase intention, and word of mouth. Finally, repurchase intention has a positive and significant impact on word of mouth. These results highlight the importance of e-service quality in driving customer satisfaction and positive word of mouth in social commerce platforms. The study focuses solely on TikTok Shop, which may limit generalizability to other e-commerce platforms.

Ethical Practices and Efficiency in the Internal Control of Peruvian Public Transport

The study aims to assess the impact of ethical practices on the effectiveness of internal control in public transport companies in Peru, to understand how these aspects influence corporate integrity, customer trust and corporate reputation; a quantitative, descriptive and explanatory methodology was used; data were collected through structured surveys applied to 50 employees of a transport company, covering various areas such as sales, administration and internal control; it is concluded that ethical practices significantly influence the effectiveness of internal control. Deficiencies in these areas lead to loss of customer confidence and financial and legal risks. The integration of sound ethical practices into business culture and processes improves management, customer confidence and business sustainability; highlights the need to improve integrity and operational efficiency in transport companies. It recommends implementing ethics training programmers and strengthening internal control systems adapted to the local context, as well as integrating advanced technologies for risk management and visualization.Corporate Governance

Corporate Social Responsibility, Bank Size and Customer Trust amongst Commercial Banks in Kenya

Despite the commercial banks’ significant position in Kenya's ever growing economy there is limited study on the influence of Corporate Social Responsibility (CSR) on consumer trust in the commercial banking industry. This study therefore sought to explore the impact of Corporate Social Responsibility (CSR) on customer trust in the commercial banking sector of Kenya. With focus on commercial banks, this research delved into how community investment, sustainable initiatives, stakeholder engagement, social welfare, and bank size influence customer trust. This study was anchored on Stakeholder Theory. A correlational research design was employed, targeting all the 39 commercial banks in Kenya. The analysis was centered on the banks as units of analysis, while observations were drawn from both customers and bank managers. The study used stratified sampling to select 384 bank customers population exceeding 1 million. Data was gathered through structured questionnaires and Key Informant Interview (KII), ensuring reliability and validity through Cronbach’s Alpha test and content/construct validity testing. Analysis was conducted using descriptive and inferential statistics, including regression analysis and ANOVA. The results were presented on tables, charts and bars. The findings revealed a coefficient of determination (R²) of 0.605 indicating that the CSR activities used in this study explain 60.5% of the variation in customer trust, suggesting a strong relationship between CSR and customer trust. The regression analysis demonstrated significant positive effects, with community investment (β = 0.354, p = 0.000), sustainable initiatives (β = 0.235, p = 0.003), stakeholder engagement (β = 0.275, p = 0.000), and social welfare (β = 0.329, p = 0.000) all positively influencing customer trust. Based on the findings, the study concludes that corporate social responsibility (CSR) activities, including community investment, sustainable initiatives, stakeholder engagement, and social welfare, significantly influence customer trust among commercial banks in Kenya. In view of the findings, the study recommends that commercial banks in Kenya should continue to invest in CSR activities as a strategic approach to enhance customer trust and loyalty. Policymakers should create supportive regulatory frameworks that encourage banks to adopt comprehensive CSR practices. Keywords: Corporate Social Responsibility, Community investment, Sustainable initiatives, Stakeholder engagement, Social welfare, Bank Size, Customer trust.

Corporate Social Responsibility and Society 5.0: Assessing Consumer Awareness, Loyalty, and Trust toward Socially Responsible Organizations

Corporate social responsibility (CSR) and Society 5.0 (s5.0) are transformative models that both seek a human-centric approach by integrating certain capabilities for the betterment of stakeholders. This study investigates the nexus among CSR, brand awareness, customer trust (CrT), the s5.0 model, and customer loyalty (CrL) from the perspective of a developing nation, China. Structural equation modeling using partial least squares was applied to a sample size of eight hundred and ninety-three (N = 893). First, the study confirmed a positive relationship between CSR, brand awareness, and customer loyalty. Second, the study revealed a positive linkage through the mediation of customer trust. Finally, a moderating effect of the s5.0 model was found at the nexus of CSR, brand awareness, and brand loyalty. This study provides several insights into corporate social responsibility, brand awareness, and brand loyalty with additional facts on how customer trust and Society 5.0 may play important roles in engaging stakeholders such as customers in the present era. Therefore, managers should prioritize CSR along with Society 5.0 practices that can help to win over customers and elicit their loyalty and trust toward organizations.

Perception of Transaction Ease, Security and Trust on Customer Satisfaction in Using BSI Mobile Banking to Generation Z Customers in Jabodetabek

Problems faced by Bank Syariah Indonesia (BSI) regarding the development of digital banking technology in banking. Especially for BSI users mobile banking namely: (1) the percentage of use of BSI services is still low Mobile compared to service mobile banking other banks (2) review users who are still not satisfied with the ease of transactions (3) there are information security threats such as cases ransomware on BSI Mobile which causes a decrease in customer trust (4) internet use which is relatively high in generation Z, is not yet commensurate with usage mobile banking in generation Z which is still relatively low. The purpose of this research is to determine and analyze the influence of perceptions of convenience, security, trust and which variables have the greatest influence on customer satisfaction in using BSI mobile banking for Generation Z customers in Jabodetabek. The analytical method for testing customer satisfaction is carried out via google form, in this research using quantitative data with a sample of 350 generation Z customers in Jabodetabek using techniques purposive sampling. The analytical tool used is software SmartPLS version 4.1.0.3. Data analysis uses PLS-SEM analysis. This research data consists of descriptive data, outer model (test instrument) and inner model (hypothesis testing). The research results show that perceived ease of transactions and trust influence customer satisfaction in using BSI Mobile Banking for generation Z customers in Jabodetabek. Meanwhile, security has no effect on customer satisfaction in using BSI Mobile Banking for generation Z customers in Jabodetabek. The perception of ease of transactions has a greater influence compared to security and trust.

Digital Marketing Strategies and their Impact on Consumer Behavior

The advent of digital marketing has greatly altered customer behavior by altering the way in which companies communicate with their target audiences. The effects of different digital marketing methods on customer actions are discussed in this article. Content marketing, social media marketing, SEO, email marketing, and influencer marketing are some of the key tactics that are addressed. Research shows that these tactics increase customer involvement, familiarity with the brand, and ultimately, sales. The goal of content marketing is to increase customer trust and loyalty by providing them with high-quality, relevant material. In order to increase brand awareness and customer engagement, social media marketers use sites like Twitter, Instagram, and Facebook to build tailored and interactive campaigns. With search engine optimization (SEO), companies may increase their online presence and more effectively reach their target audience. One of the most effective ways to reach out to customers, build rapport, and increase sales is through email marketing. Influencer marketing leverages preexisting trust networks to sell items in a genuine way by teaming up with people who have large online followings. Not only do these tactics affect the whole buyer experience, from awareness to post-purchase assessment, but they also significantly affect consumers' views and preferences. The study highlights the need of comprehending customer behavior and psychology in order to customize digital marketing campaigns successfully. It also stresses how important it is for companies to keep up with new technology and trends if they want to be competitive. Businesses may improve marketing strategies, get insights into consumer preferences, and boost customer happiness by employing data analytics. The report finds that the most effective way to influence customer behavior and achieve corporate goals is through an integrated approach that combines numerous digital marketing methods.

From tradition to technological advancement: embracing blockchain technology in family businesses

PurposeDespite the rapid advancement of blockchain technology across various sectors, scholarly research on its application within family businesses remains significantly underdeveloped. This study aims to address this gap by examining the application of blockchain technology within family businesses to identify key application domains, benefits and implementation challenges.Design/methodology/approachThe study employs a conceptual approach, drawing on existing literature on family businesses and blockchain technology. This review aimed to identify the unique characteristics of family businesses, their challenges and the distinctive features of blockchain technology that can potentially be mapped to each other. Based on the literature review, we develop a conceptual framework exploring blockchain technology applications in family businesses. Real-world case studies of family businesses that have implemented blockchain technology were identified to provide practical insights and implementation challenges.FindingsBlockchain technology possesses transformative potential for family businesses across several critical domains. It includes enhancing trust and transparency in operations, improving governance and decision-making and facilitating succession planning and intergenerational wealth management. Case study evidence illustrates the tangible benefits of blockchain, including enhanced supply chain transparency, optimized business processes, increased customer trust and resultant business sustainability. Blockchain technology implementation challenges include data privacy concerns, integration with legacy systems, regulatory uncertainty and change management issues.Research limitations/implicationsThis study is limited by its reliance on existing literature and case studies. It may not capture the full spectrum of challenges and opportunities associated with blockchain applications in family businesses. Future research should focus on longitudinal and empirical research to provide a deeper understanding of the impact of blockchain technology application in family businesses.Originality/valueThis study contributes to the literature by exploring the intersection of family businesses and blockchain technology, an area that has received limited academic attention. It identifies potential application domains of blockchain technology in family businesses and develops a conceptual framework based on existing literature. Through case studies, the research provides practical insights and valuable lessons for family businesses considering blockchain implementation. It also addresses key considerations and challenges, providing a clear roadmap for blockchain technology integration in family businesses. The study lays the groundwork for further research and exploration in blockchain technology and family businesses.

Bibliometric analysis of service quality and customer satisfaction in Islamic banking: a roadmap for future research

Purpose This study aims to conduct a comprehensive bibliometric analysis, assessing studies related to service quality and customer satisfaction in Islamic banking. Design/methodology/approach Using a bibliometric approach, this research draws from literature samples retrieved in April 2023 from the SCOPUS database. The sample encompasses 138 articles published between 1999 and 2023, adhering to specific selection criteria. Analytical tools such as R program, VOSviewer and Microsoft Excel were used to categorise the data into three primary domains: productivity, citation patterns and network analysis. These categories further include the identification of research flows and prospective areas for further investigation. Findings The results indicate a substantial surge in publications between 2011 and 2022 involving 372 authors. This study identifies the primary contributors in terms of countries, affiliations, publications, sources and researchers. Seven distinct clusters emerged from the 138 papers, encompassing customer attitude, comparison studies, digital banking, customer loyalty, customer trust, consumer determinants and service quality. Additionally, the study outlines a future research agenda, posing specific research questions. Research limitations/implications Recognising the limitations inherent in focusing solely on Scopus-indexed publications, future studies may benefit from incorporating various databases, such as the Web of Science, for a more expansive exploration of study units. A systematic review of articles on a specific topic could also enhance the comprehensiveness of the study. Practical implications This investigation empowers Islamic bank managers to devise targeted marketing plans, differentiating themselves from competitors. By implementing relevant improvements in operational and service processes, managers can enhance the customer experience, fostering a lasting competitive advantage. For academics, this study lays a robust foundation for further research, encouraging the development of a comprehensive conceptual model and empirical testing. The identification of current research gaps enables researchers to focus on areas that remain underexplored. Originality/value This study not only illuminates critical gaps in existing research but also proposes a research agenda to guide future researchers in remaining pertinent, particularly within the context of Islamic banking marketing.

Pengaruh Citra Perusahaan Dan Persepsi Harga Terhadap Loyalitas Nasabah Dengan Mediasi Kepercayaan Nasabah (Studi Pada Nasabah Bni Life Regional Office Semarang)

The research is a literature review that analyzes the influence model of corporate image and influencer endorsement on customer loyalty through customer trust. The focus of research on customer loyalty BNI Life Regional Office Semarang is based on research gaps that arise from previous research, namely: Budiyanti's research, (2023) concluded, there is a positive influence between customer trust on customer loyalty, but Tandiwijaya and Pusparini, (2022) did not show a significant effect of customer trust on customer loyalty. Based on this research gap, this research on BNI Life Regional Office Semarang tends to support Budiyanti's research, (2023) which states that customer trust has a positive effect on customer loyalty. The phenomenon gap in this study is that there was a decrease in both the number of policies and the number of agents in 2016-2018 and the 2019-2022 period due to reduced agents and customer loyalty to BNI - Life. The results of this study indicate that company image has a positive effect on customer trust and customer loyalty, price perceptions have a positive effect on customer trust and customer loyalty, and customer trust has a positive effect on customer loyalty. Customer trust is able to mediate the effect of company image and price perception on customer loyalty. Suggestions for future research need to add other variables that affect customer loyalty. Suggested variables are: customer experience, brand equity and so on. Future research suggestions need to use comparisons to find out the position of PT BNI Life Insurance Regional Office Semarang with its competitors in increasing customer loyalty, by examining Axa Mandiri, BCA Life and so on.