Effect Of Customer Trust Research Articles

Influence Quality of Service and Hotel Image to Loyalty Through Hotel Customer Trust in Gorontalo City

The economic growth of Gorontalo City has had an impact on many entrepreneurs who invest in various fields, including the world of hotels. One way to maintain its existence is that hotel business players must be loyal to the customers. This study is to analyze the effect of service quality and hotel image on customer trust. The effects of service quality and hotel image on customer loyalty. The effects of customer trust on customer loyalty. Customer trust mediates the effects of service quality and hotel image on customer loyalty. The research population is guests who stay at hotels in the city of Gorontalo totaling 671 hotel guests with a research sample of 250 hotel guests. The analytical technique used is descriptive statistics so as to produce the average value (mean) of each indicator. The results showed that hotel customers in Gorontalo City strongly agree that service quality is formed by tangibles, reliability, responsiveness. Keywords: service quality, hotel image, customer trust, customer loyal

The Effect of Customer Trust and E-Service Quality on E-Wallet Application Reuse Intentions Mediated by Customer Satisfaction: A Comparative Study on Master of Management Students in Indonesia and Malaysia

This study aims to understand the factors that influence the intention of Master of Management students in Indonesia and Malaysia to reuse e-wallet services. Specifically, this research examines the roles of customer trust and e-service quality in shaping customer satisfaction and reuse intention. This causal associative research focuses on Master of Management students in Lombok (Indonesia) and Cyberjaya (Malaysia) as the population. Data analysis was conducted using the Partial Least Square-Structural Equation Model (PLS-SEM) with Smart PLS 3.0 software. The results indicate that customer trust significantly influences the intention to reuse e-wallet services in Indonesia but not in Malaysia. Conversely, e-service quality significantly impacts reuse intentions in both countries. Additionally, in Indonesia, customer trust positively affects customer satisfaction, while in Malaysia, no significant relationship was found between customer trust and customer satisfaction. Furthermore, e-service quality positively affects customer satisfaction in both Indonesia and Malaysia. However, customer satisfaction does not significantly affect the intention to reuse e-wallet services in either country. These findings suggest that to maintain and enhance the reuse of e-wallet services, companies must focus on both customer trust and e-service quality, alongside customer satisfaction. Investing in the improvement of e-service quality and the strengthening of customer trust can be an effective strategy to retain the user base and increase customer loyalty in an increasingly digital market.

The Effect of Customer Trust, Satisfaction on Customer Loyalty at Osteria Italiana LDA Restaurant in Dili, Timor Leste

The Effect of Customer Trust, Satisfaction on Customer Loyalty at Osteria Italiana LDA Restaurant in Dili, Timor Leste

Pengaruh Relationship Marketing dan Kepercayaan Pelanggan terhadap Loyalitas Konsumen dengan Keputusan Pembelian sebagao Variabel Intervenig:


 This study aims to determine the effect of Relationship Marketing and Customer Trust on Consumer Loyalty with Purchase Decisions as Intervening Variables (a case study on Aqua Mineral Water in Indonesia). The population used in this study were consumers who had consumed Aqua Mineral Water. The sample in this study were 126 respondents using the Non-Probability Sampling technique with the Purposive Sampling approach. Sampling with a certain balance, with the criteria of respondents who have consumed Aqua Mineral Water. Data was taken using a questionnaire via the Google form, after the questionnaire results were collected, the data was tabulated using MS Exel and analyzed using SPSS version 24. The results of this study indicate that Relationship Marketing has a significant positive effect on Consumer Loyalty. Customer Trust has a significant positive effect on Consumer Loyalty. Purchase decision has a significant positive effect on consumer loyalty. The Effect of Relationship Marketing on Consumer Loyalty through Purchasing Decisions as an Accepted Intervening Variable. The Effect of Customer Trust on Consumer Loyalty through Purchasing Decisions as an Accepted Intervening Variable.
 Keywords : Relationship Marketing; Customer trust; Buying decision ; Costumer Loyalty

The Effect of Customer Trust on Repurchase Intention Through User-Generated Content as an Intervening Variable in The Automotive Industry Case Study @Bandarmotor_

Social media is used for brand awareness. Instagram ranks third as a media that is often used in Indonesia. Bandarmotor is a shop that provides spare parts and two-wheeled vehicle service services located in South Banyuwangi. If there is no increase in followers and decrease in turnover, research is carried out to find out whether it is true that customer trust will increase motivation to create user-generated content and the desire to repurchase Bandarmotor. The study population of Instagram followers of @bandarmotor_ account amounted to 1533 people. The study sample using the purposive sampling method was 73 people. Questionnaires using Google forms. The analysis method uses Partial Least Squares-Structural Equation Modeling (PLS-SEM) with SmartPLS software. The results showed that Customer trust had a significant positive effect on user-generated content. Customer trust has a significant positive effect on repurchase intention. User-generated has a significant positive effect on repurchase intention. User-generated content has a significant positive effect on customer trust and repurchase intention.

The Influence of Service Quality, Image and Trust on Customer Satisfaction on Primary Police Cooperation (Primkopol) Mitra Maju Jaya Polda Metro Jaya

This study aims to determine (1) the effect of service quality on customer satisfaction, (2) the effect of image on customer satisfaction, (3) the effect of customer trust on customer satisfaction, (4) the effect of service quality, image and trust on customer satisfaction. The population of this research is all members of the Mitra Maju Jaya cooperative. By using a random sampling technique, the minimum sample size is determined by 100 people, which is calculated using the Slovin formula. Research data were collected by distributing questionnaires to respondents, then processed with the help of the SPSS program. The results of this study indicate that (1) service quality has a positive and significant effect on cooperative customer satisfaction, (2) image has a negative and significant effect on cooperative customer satisfaction, (3) trust has a positive and significant effect on cooperative customer satisfaction, (4) service quality , image and trust have a significant effect on cooperative customer satisfaction. Keywords: Service Quality, Image, Trust, Satisfaction, Cooperativ

The effect of customer trust and commitment on customer sustainable purchasing in e-marketplace, the antecedents of customer learning value and customer purchasing value

The e-marketplace is a platform used by vendors to conduct transactions and shopping. The success of implementing an e-marketplace depends on customers’ sustainable purchasing. This study integrates customer learning (formative construct) and purchasing (reflective construct) values to measure the level of customer trust and commitment in the e-marketplace to examine their effects on sustainable customer purchases. A total of 428 valid respondents were processed using SmartPLS 3. The results show that the six proposed hypotheses have positive values and significant effects. Customer learning and purchasing values have positive values and significant effects on customer trust and loyalty and have indirect positive values and significant effects on sustainable customer purchases. In other words, customer trust and loyalty have positive values and significant effects on sustainable customer purchases. Thus, the findings of this study have implications for other researchers and practitioners conducting studies on e-marketplaces.

Mediation Effects Of Customer Trust Moderation On The Influence Of Social Media Marketing And Customer Relationship Management On Online Purchase Intention In The Lazada Indonesia Marketplace

The objective of the study is to analyze the determinant factors of online purchase intention in the marketplace in Indonesia. The factors causing the low intention to purchase online purchases include social media marketing (SMM), customer relationship management (CRM), and customer trust. In this study, the target population is the public in general who follow Lazada Indonesia's official marketplace accounts (Instagram, Twitter, Facebook, and Tiktok) through the influence of SMM and CRM on online purchase intention with mediating and moderating effects of customer trust. In this study, researchers took a sample of 18 (number of indicators) x 10 = 180 respondents. Of the 5 direct hypotheses tested, all of them showed a significant effect, except for one hypothesis, namely the influence of CRM on Purchase Intention which has no significant effect. As for the indirect effect of the two tested hypotheses, both of them showed significant results. In other words, customer trust can act as a mediator between endogenous and exogenous variables.

The Effect of Customer Trust, Lifestyle, and Attitude on the Online Buying Decision

The internet is essential for business. It is because all people apply this connection to do their online activities, for example, buying. Therefore, many online platforms appear to facilitate it. The research about the decision to buy online and its determinants is numerous. In this study, three determinants want to get investigated: trust, lifestyle, and attitude. By employing the undergraduate management students in Universitas Kristen Krida Wacana as population and stratified random sampling as the method to take the samples, this study has the goal to examine these three effects on the decision to purchase online. Before testing the effect of trust, lifestyle, and attitude on the online buying decision, the data collected from the online survey get validated first by the confirmatory factor analysis. Then, the reliability test by the Cronbach Alpha analysis becomes the following step. Furthermore, after examining the statistical hypotheses by the structural equation based on variance, this study reveals that trust does not affect the online purchasing decision. However, lifestyle and attitude become the determinant with a positive sign. It implies that the platform has to be able to provide a safe transaction to raise the trust of the customer to buy online, the sellers have to assure the fits of products offered and delivery time promised.

The Influence of Digital Influencer, e-WOM and Information Quality on Customer Repurchase Intention toward Online Shop in e-Marketplace during Pandemic COVID-19: The Mediation Effect of Customer Trust

Pandemic COVID-19 brought an impact on the decline of the economy in Indonesia. However, in the pandemic COVID-19, a lot of retailers switch their business to online shops that use e-marketplace. The study aims to empirically investigate factors that build customer repurchase intention toward Indonesia's online shop in the e-marketplace and explore the mediating impact of trust on repurchase intention. This study employs quantitative analyses. The respondent from this study is customers of online shop that use e-marketplaces in Indonesia. This study used SEM-PLS to analyze the research model and data. The model was empirically tested using 407 respondents’ data. The result showed that customer trust, digital influencer influence, social e-WOM, information quality positively impacted customer repurchase intention. The result also showed that customer trust mediates the relationship between variable digital influencer influence, information quality, and social e-WOM with customer repurchase intention. Moreover, social e-WOM and information quality are essential predictors in building customer repurchase intention. This study tries to reduce the gap in the marketing literature by providing empirical evidence about the influence of digital influencers on customer decision-making.

PERAN CUSTOMER TRUST MEMEDIASI PENGARUH CUSTOMER EXPERIENCE TERHADAP POSITIVE WORD OF MOUTH (Studi Pada Konsumen Cat Café Sanur)

A pleasant experience is important in running a business in order to improve company performance. This study explain the role of customer trust in mediating the effect of customer experience on positive word of mouth. The sample in this study used a purposive sampling method, taking 104 samples, respondents who had visited Cat Café Sanur with the criteria of being domiciled in Bali, an Indonesian citizen, had visited Cat Café Sanur at least once, the last education was SMA / SMK equivalent. The research data was collected by distributing questionnaires with the data analysis technique is path analysis. Based on the results of data analysis, it was found that the customer experience variable had a significant and positive effect on customer trust and positive word of mouth; customer trust has a significant and positive effect on positive word of mouth; customer trust significantly and positive mediates the effect of customer trust on positive word of mouth.
 Keywords: Customer experience, customer trust, positive word of mouth

Effects of customer trust on engagement in live streaming commerce: mediating role of swift guanxi

PurposeLive streaming commerce, a new form of social commerce where firms integrate with broadcasters, community members and customers in live chat rooms for real-time interaction to help sell products, has become increasingly popular. However, factors that impact the success of live streaming commerce are not fully explored. The purpose of this study is to examine these factors by exploring the relationships among customer trust (i.e., trust in broadcasters, community members, and products) and customer engagement, and the mediating role of swift guanxi.Design/methodology/approachThe authors surveyed 422 customers who have watched Taobao Live, one of the largest live streaming commerce sites in China, and used their questionnaires to test the research model employing partial least squares modeling.FindingsThe authors’ results indicate that trust in broadcasters has a positive effect on trust in products and community members, which positively influences trust in products. Additionally, swift guanxi has a fully mediating effect on the relationship between customers' trust in broadcasters and customer engagement.Originality/valueFirst, from the theoretical perspective, this study comprehensively identifies three types of trust, explores the transfer relationships among trust in broadcasters, community members, and products based on Trust Transfer Theory. In addition, this study examines the mediating influence of swift guanxi on the relationship between customer trust and engagement. Second, from the managerial perspective, the study provides insights to help broadcasters and practitioners use live streaming to facilitate shopping.

The Effect Of Customer Trust, Satisfaction And Easy On Buying Interest In E-Commerce

research entitled The Effect of Trust, Satisfaction and Ease of Consumers on Purchase Intention in E-commerce was written by Ananda Anjani Alam, NIM 1709618039 majoring in Office Administration Education, Faculty of Economics, Jakarta State University. This researcher uses a quantitative approach with the type of associative research. data collection technique used a questionnaire, the sampling technique used simple random sampling, the number of samples used in this study was 100 respondents. measurement scale used is the Likert scale. data analysis used included: instrument test, namely validity test, reliability test, homogeneity test and linearity test; classical assumption test includes normality test, multicollinearity test, heteroscedasticity test, multiple linear regression test, coefficient of determination. The results of this study indicate that, (1) Trust in use has a positive and significant effect on purchase intention in e-commerce, (2) Satisfaction has a positive and significant effect on purchase intention in e-commerce, (3) Ease has a positive and significant effect on purchase intention in e-commerce and (4) simultaneously (together) the variables of trust, satisfaction and convenience of consumers have a significant and significant effect on buying interest in ecommerce. Adjusted R Square figure of 0.478. It shows that 47.8% of the variation in purchase interest can be explained by variations in consumer trust, satisfaction and convenience. While the remaining 52.2% is explained by other causes examined in this study.

The impact of corporate social responsibility on word-of-mouth through the effects of customer trust and customer commitment in a serial multiple mediator model

The impact of corporate social responsibility on word-of-mouth through the effects of customer trust and customer commitment in a serial multiple mediator model

Analysis of Effect on Service Recovery Four Star Hotel in Semarang City

The purpose of this study is to find out: (1) How much influence does customer satisfaction have on the four-star hotel service recovery in Semarang City. (2) How much impact of customer trust on the service recovery of four-star hotels in Semarang, (3) How big is the influence of customer commitment on service recovery for four-star hotels in Semarang City. The sample in this study amounted to 57 respondents or customers. This study was analyzed using multiple linear regression includes the T-test, F test, and the coefficient of determination. Based on the results of the research and discussions, it can conclude that there is an effect of customer satisfaction on service recovery, there is an effect of customer trust on service recovery also there is an effect of customer commitment on service recovery.

THE EFFECT OF CUSTOMER TRUST AND COMPANY IMAGE ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN INDONESIA CLASSIFICATION BUREAU IN SAMARINDA

This study aims to determine the effect of customer trust and company image on customer satisfaction and customer loyalty at the Indonesian Classification Bureau. The population in this study were customers of PT BKI with a total of 95 respondents. The method of data collection is done by giving a list of questions or questionnaires to respondents who are customers at PT BKI, where the questionnaire is distributed to these customers. This study uses a data analysis tool that is partial Least Square (PLS), then this study uses the analysis method of structural equation models or Path Analysis to determine the causal relationship between latent variables contained in structural equations. The tool used in data processing using the Smart PLS program. The results of this study indicate that 1) customer trust has a significant effect on customer satisfaction, 2) company image has a significant effect on customer satisfaction, 3) customer trust has a significant effect on customer loyalty, 4) company image has a significant effect on customer loyalty, 5) customer satisfaction has an significant effect to customer loyalty.
 Keywords: Customer Trust, Company Image, Customer Satisfaction, Customer Loyalty

Influence tactics, customer trust and buyer–supplier long-term relationships: evidence from B2B companies in an emerging economy

Influence tactics have been an important issue in the fields of management, organisational psychology and marketing research. This study aims to investigate the impact of influence tactics on customer trust, the link between customer trust and buyer–supplier long-term relationships and the mediating effect of customer trust between influence tactics and buyer–supplier long-term relationships. A structural equation model is used to test the hypotheses with a sample data of 306 purchasing managers from business to business (B2B) firms in Vietnam. Empirical results indicate a significant effect of influence tactics on customer trust. Information exchange, recommendations, promises, ingratiation and inspirational appeals tactics are found positively related to customer trust, except for threats tactic. Customer trust also has a positive influence on buyer–supplier long-term relationships. In addition, customer trust mediates the relationship between influence tactics and buyer–supplier long-term relationships. Findings provide important implications for academic researchers and business managers in the fields of influence tactics and relationship marketing.

The impact of corporate social responsibility on word of mouth through the effects of customer trust and customer commitment in a serial multiple mediator model

This study aims to understand the impact of corporate social responsibility (CSR) on word-of-mouth (WOM). A serial multiple mediator model test was employed to investigate the influence of CSR on WOM through the effects of customer trust and customer commitment in isolation as well as in serial. Furthermore, pairwise comparisons between the specific indirect effects were calculated in order to determine which specific indirect effect has a larger influence on CSR-WOM relationship. The survey questionnaire was used to collect 295 responses in the national capital territory of Delhi, India. The total, direct, and indirect effects of the model were estimated using the PROCESS macro for SPSS. The results supported the serial multiple mediator model. The theoretical and managerial implications of the findings were discussed.

The Analysis of the Factors in Customer Trust and Revisit Decision in Traditional Market

Purpose – The purpose of this study is to investigate the relationship between customer trust and intention to return to the traditional market by using empirical analysis. Research design, data, and methodology – For the empirical analysis of this study, questionnaires were conducted for adults and over 20s. A total of 200 questionnaires were distributed to consumers with experience in traditional markets, and 163 of them were used for empirical analysis. In order to analyze the relationship between customer trust and return visit intention by consumers visiting the traditional market, variables were selected through 10 constructive concepts and revised based on previous studies. The SPSS for win 18.0 was used for data analysis. Results – In order to clarify the relationship between consumer's visit to traditional market and customer's trust, it was found that the tolerance values of both the visiting factors and the consumers' perceptions of traditional markets were higher than .01. In the relationship between visitor's visit to traditional market and customer's trust, price was positively related to customer trust at 0.1% level. Image, product quality and freshness of traditional market were 5% Positive effects were found. These results show that consumers who visit traditional markets gain customer's trust in price, image, product quality and reliability of traditional market. Conclusions – In this study, the results of this study are as follows: First, the effect of customer trust on customer satisfaction is affected by the image (emotion) consumers feel about traditional market, the trust level about the price of goods offered by the market, The confidence level of freshness, the reliability of consumers' connection with the local economy, the consumer's traditional marketplace, and the level of awareness of the service (kindness) of the variables on the independent variables. As a result of the analysis, it was found that among the influence variables of customer trust used in this study, consumers had a high level of confidence about the price of commodities offered by the market, quality of goods, and freshness, The same relationship, market environment such as hygiene or cleanliness, connection with a local economy, service (kindness) of traditional market did not affect consumers' trust in traditional markets.

The Carryover Effect of Customer Satisfaction on Service Quality Focused on Moderating Effect of Customer Trust and Cooperative Orientation

ABSTRACTThe current study is intended to provide a novel contribution in regards to the relationship between service quality and customer satisfaction by focusing on carryover effects of satisfaction judgment on perceived service quality of the subsequent transaction. In addition, we probe the role of customer trust in the relationship between customer satisfaction and service quality. The results indicate a cycle of customer satisfaction and perceived quality over time, which validates the concept of cycle of satisfaction. The results also indicate trust toward a service provider has a moderating role on the relationship between customer satisfaction and perceived service quality.