Service Trust Research Articles

Enhancing Continuous Usage Intention in E-Commerce Marketplace Platforms: The Effects of Service Quality, Customer Satisfaction, and Trust

E-commerce marketplace platforms have evolved into integral digital intermediaries that shape online transactions in competitive environments. Companies continuously endeavor to improve e-service quality, customer satisfaction, and e-trust to gain a competitive advantage. This study aimed to identify the relationships between e-service quality, customer satisfaction, e-trust, and continuous usage intention in e-commerce marketplace platforms. Moreover, this study examined the roles of customer satisfaction and e-trust as mediators. We estimated nine hypothesized relationships using a structural equation modeling technique. Data from 311 users were used in the data analysis. The results are as follows: First, e-service quality significantly and positively affects customer satisfaction, e-trust, and continuous usage intention. Second, customer satisfaction has a significant and positive impact on e-trust and continuous usage intention. Third, e-trust has a significant and positive impact on continuous usage intention. Finally, both customer satisfaction and e-trust serve as significant mediating factors in the relationship between e-service quality and continuous usage intention. These insights hold strategic importance for e-commerce marketplace platform operators, allowing them to formulate service strategies and policies tailored to enhance user experience, foster trust, and drive continued usage, thereby strengthening their market position and ensuring sustained success.

Analysis of Factors Influencing Purchase Decisions on Tokopedia in Bandung City

This study aims to analyze the factors that influence consumer purchasing decisions on the Tokopedia e-commerce platform in Bandung City. The factors evaluated include product quality, price, platform ease of use, consumer trust, promotion, and customer service. This research uses a quantitative approach with a survey method distributed to consumers in Bandung City who have made purchases on Tokopedia. The data were analyzed using multiple linear regression to determine the effect of each factor on purchasing decisions. The results showed that product quality, price, and consumer trust have a significant influence on purchasing decisions, while other factors such as ease of use of the platform, promotions, and customer service have a lower but still important influence. The findings provide insights for e-commerce players in improving marketing and operational strategies to attract more consumers.

Understanding the Factors Influencing Consumer Trust and Satisfaction in Meituan's Information Technology Services: A Quantitative Study in Anhui, China

This study investigates the factors influencing consumer trust and satisfaction in Meituan's information technology services in Anhui, China. Through a quantitative approach involving a cross-sectional survey of 200 respondents from Hefei City, this research examines the impact of service quality, user experience, perceived value, and brand reputation on consumer trust and satisfaction. The findings reveal significant positive relationships between these variables, highlighting that improvements in these areas can enhance consumer trust and satisfaction. The study contributes to the existing literature by providing a region-specific analysis and offers actionable insights for Meituan and similar service providers to tailor their strategies for better customer retention and loyalty.

SOCIALIZATION OF THE ACCURACY REGARDING THE CALCULATION OF RECAPITULATION FOR INPATIENTS BASED ON AGE, DISEASE AND GENDER AT CHARIS MEDIKA HOSPITAL

A hospital is one of the subsystems of health services that organizes two types of services for the community, namely health services and administrative services. Health services include medical services, medical rehabilitation and care services. Every health service or hospital should be proud if every patient who visits continues to increase, the increase in patients can be seen from the changes in the existing graph of the number of patient visits. The number of patient visits that continues to increase greatly affects the smooth running of each health service, because patients who often visit have high trust in the health service they visit. The number of visits for inpatients for postpartum care based on age, disease, and gender is 115 visits, the number of visits for care patients based on age, disease, and gender is 37 visits. It can be concluded that medical records officers should write down inpatient data completely and clearly in the register book, good communication between medical records officers and doctors treating patients should be good so that the diagnosis written by the doctor in the patient's medical record is easy to read.

The Influence of Service Quality, Trust, and Commitment on Customer Loyalty of Bank Syariah Indonesia KCP Medan Pulo Brayan

The purpose of this research is to determine the effect of service quality, trust and commitment to customer loyalty of Bank Syariah Indonesia (BSI) KCP Pulo Brayan Medan. This research uses quantitative research with descriptive research type, where the object of research is Bank Syariah Indonesia (BSI) KCP Pulo Brayan Medan customers. The method in this study is in the form of distributing questionnaires which aims to test and analyze the effect of service quality, trust and commitment to customer loyalty of Bank Syariah Indonesia (BSI) KCP Pulo Brayan Medan. The findings of this study indicate that service quality, trust and commitment affect the loyalty of Bank Syariah Indonesia (BSI) KCP Pulo Brayan Medan customers.

The impact of Fintech innovations on digital currency adoption: a blockchain-based study in India

Purpose The purpose of this study is to integrate customer value theory (CVT) and protection motivation theory (PMT) to understand the factors that have an impact on customer experience, e-trust and intention to recommend, which influence the adoption behaviour of digital currency users. Design/methodology/approach A purposive sampling technique was used, and data were gathered through an online survey of 414 respondents. The measurement and structural models were tested using partial least squares structural equation modelling to establish linkages between the constructs. Findings Functional, emotional and social values positively impact customer experience. Furthermore, perceived severity, perceived vulnerability, response efficacy and self-efficacy had a positive impact on e-trust. E-trust positively affects customer experience and intention to use the digital currency directly. The study demonstrated that perceived value and protection motivation factors play a significant role in influencing the use of digital currency. Practical implications For managers and policymakers interested in the Indian digital currency market, it is suggested that functional utility and emotional and social benefits can enhance user satisfaction. In an e-trust model, user education to increase risk and protection awareness, effectiveness of responses and self-efficacy are critical to building e-trust. Originality/value Building on CVT and PMT’s usage in the broader financial services domain, this research empirically confirms the significance of perceived value and protection motivation factors while adopting digital currency. It provides an extensive and multifaceted approach to comprehending customer involvement and trust in digital financial services, thus enhancing the theoretical and empirical knowledge of both the fintech and blockchain industries.

Kualitas Pelayanan, Kepercayaan, dan Kepuasan Terhadap Loyalitas Nasabah

Since its establishment, Islamic banks have experienced growth, especially in Indonesia with the largest Muslim population in the world who want an interest-free economic system (riba). This study aims to determine the relationship between Service Quality and Trust on Customer Loyalty through Satisfaction as an intervening variable. The sample was taken using a purposive sampling technique of 97 respondents, with data collected through a Likert scale questionnaire. This study is quantitative and analyzed using the Structural Equation Modeling (SEM PLS) 4.0 method. The results of the analysis show that Service Quality and Trust have a significant effect on Satisfaction, Trust has a significant effect on Customer Loyalty, while Service Quality does not have a significant effect on Customer Loyalty, Satisfaction has a significant effect on Customer Loyalty, Satisfaction is able to mediate the effect of Service Quality and Trust on Customer Loyalty.

Rapid Assay Diagnostic for Acute Stroke Recognition (RADAR): study protocol for a diagnostic accuracy study

IntroductionLarge-vessel occlusion (LVO) stroke is effectively treated by time-critical thrombectomy, a highly specialised procedure only available in a limited number of centres. Many patients with suspected stroke are admitted to...

ВОПРОСЫ ДИСЦИПЛИНАРНОГО ПРИНУЖДЕНИЯ В СИСТЕМЕ ПРОТИВОДЕЙСТВИЯ КОРРУПЦИОННЫМ ПРАВОНАРУШЕНИЯМ

The article discusses the concept of a disciplinary corruption offense, this issue is important from the point of view of applying various disciplinary measures to combat corruption. Such a category as a "corruption disciplinary offense" is predetermined by its functionality in determining methods of coercive influence for violation of anti-corruption legislation. Based on this, the paper formulates proposals on the need for legislative consolidation of such a category as “disciplinary corruption offense", as well as proposals on its differentiation. The importance of such a definition as dismissal due to loss of trust will be determined by its functionality in determining the optimal legal means of influence for committing disciplinary corruption offenses. Based on this, the paper formulates proposals concerning the definition of trust and distrust in the civil service

Pengaruh Kepercayaan dan Kualitas Pelayanan Nasabah terhadap Kepuasan Perusahaan Bank Syariah Indonesia Cabang Pontianak

The purpose of this study was to determine the trust and quality of customer service towards the satisfaction of the Bank Syariah Indonesia Pontianak Branch. The population in this study were customers, with a sample of 100 people. Determination of sample withdrawal using incidental sampling techniques. Determination of the sample size of the research object using the Slovin formula with a confidence level of 90% (significance level of 0.10). Slovin formula with a confidence level of 90% (significance level of 0.10) / Data collection techniques using questionnaire distribution techniques. Based on the results of the analysis and discussion that have been carried out, it can be concluded that the characteristics of respondents in this study show that respondents who are customers of BSI Pontianak Branch show that most customers are aged 19-28 years, last education is high school / vocational school, civil servant jobs, male, are customers of BSI Pontianak Branch 100%.

“The Nurse Told Her to Get Checked More Regularly Because She is Having Sex with Black Men”: An Exploration of the Sexual Health Experiences of Black Heterosexual Men in London

ABSTRACT Drivers of poor sexual health outcomes among Black heterosexual man are poorly understood. Previous research has identified a need to understand Black men’s behavioral experiences and motivators in the UK. This study aimed to address this gap through a phenomenological exploration of the sexual health experiences and motivators of Black heterosexual men with experience of higher-risk sexual behaviors living in London. Semi-structured interviews were conducted with 10 participants (18–58 years) recruited through barbershops. Reflexive thematic analysis was used to analyze the data. Five themes were generated. For relevance, three themes are discussed in this paper: 1) The Black Man’s Battle; 2) Sexual Socialization; and 3) Sexual Behaviors, Relationships, and Health. Race and gender combined to shape experience of sexual socialization. Exposure to explicit media content from a young age promoted multiple sexual partners. Racist sexual stereotypes exposed participants to fetishization and created pressure to meet sexual expectations. Condom use motivators were complex and multifaceted. Experience of institutional racism created a lack of trust in services. However, actual experiences with sexual health services were positive and counteracted the mistrust created by racism. Sexual health services should better tailor their work to Black heterosexual men and diversify their offer. Services should collaborate with Black community organizations to deliver services outside clinical settings.

Navigating perilous seas: unmasking online banking frauds, perceived usefulness, fear of cybercrime and distrust in online banking

PurposeThe purpose of this study was to examine the relationship between online banking fraud experience and fear of cybercrime and distrust of online banking services, and to understand how perceived usefulness of online banking moderates the relationship.Design/methodology/approachThe number of respondents involved in this study was 271 people from the Central Java region, Indonesia. Statistical analysis was performed using Jeffreys’s Amazing Statistics Program software to examine the relationships and interactions between the variables studied.FindingsExperience of online banking fraud is positively related to fear of cybercrime and distrust of online banking services. Perceived usefulness of online banking moderates the relationship between online banking fraud experience and fear of cybercrime and distrust of digital payments. Perceived usefulness is negatively related to the level of distrust of online banking services.Research limitations/implicationsOverall, the implications of this study underscore the importance of dealing with the risks of cybercrime in online banking services. By focusing on security, user awareness and the role of perceived usefulness, banking service providers can create a safer and more trusting environment for users of online banking services. This also contributes to the development of more innovative services and can increase customer satisfaction and trust.Practical implicationsThe practical application of these findings is important for financial institutions and online banking service providers. Companies must improve cybersecurity with the latest technology and provide education about online security practices. Transparent communication and better customer service will help overcome customer fears. Compliance with security regulations and technological innovation is also important to protect online banking services. With these steps, customer security and trust can be improved, and the adoption of online banking services will increase widely.Social implicationsThe social implications of this research are increasing public awareness about cybersecurity, consumer protection and strengthening trust in online banking services. With joint efforts, a safer and more trusting environment in using online banking services can be realized.Originality/valueThe originality of this research lies in the use of perceived usefulness of online banking as a moderating variable to reduce the negative impact of online banking fraud experience. With a focus on the psychological effects of customers experiencing fraud, this research seeks to rebuild trust and improve the security of online banking services.

How Trust in Human-like AI-based Service on Social Media Will Influence Customer Engagement: Exploratory Research to Develop the Scale of Trust in Human-like AI-based Service

How Trust in Human-like AI-based Service on Social Media Will Influence Customer Engagement: Exploratory Research to Develop the Scale of Trust in Human-like AI-based Service

Interventional radiology procedures, facilities, and workforce across England and Wales: a snapshot retrospective evaluation from 2017 to 2021

There is no comprehensive data collection outlining the numbers and types of interventional radiology (IR) procedures in the United Kingdom. Similarly, limited data are available on the IR facilities and workforce within the National Health Services (NHS) trusts. The purpose of this study is to evaluate the number/type of IR procedures, facilities, and workforces across England and Wales. This retrospective study used the 2000 Freedom of Information Act to obtain information regarding the IR procedures performed in NHS trusts in England and Wales from 2017 to 2021. We collected additional information on IR workforce and facilities, including the number of IR consultants, nurses, trainees, and angiographic suites and day case units; analysed procedures by complexity; and performed data analysis by region. A total of 1,340,352 IR procedures were analysed. An increasing trend was observed in the number of IR procedures from 2017 to 2021 (p=0.07, R=0.93). There were more intermediate and complex procedures than simple ones (p=0.0001). Notable geographical variation was observed in terms of IR facilities including angiographic suites and day case units, and the number of IR consultants, nurses, and trainees. The IR field continues to grow as evidenced by increasing trends in the number and complexity of the procedures over the years. There is an uneven IR workforce, services, and facilities distribution across England and Wales. Therefore, there is a crucial need for centralised data collection to evaluate and monitor interventions besides comprehensive revision of UK IR service provision.

Confiding in strangers: trust and mental health service use in China

Confiding in strangers: trust and mental health service use in China

Innovating for impact: Standards and assessments as a catalyst for safer, integrated, people-centred care.

In today's evolving healthcare landscape, leaders must innovate and collaborate to ensure safe, accessible, and high-quality care. Addressing complex issues like climate change, workforce resiliency crises, and the erosion of public trust, alongside equity and inclusive services, is critical. This article offers insights into the role of quality standards and assessment programs as catalysts for innovation and future collective impact. Using examples from Health Standards Organization and Accreditation Canada, it illustrates how these levers of change enable leaders to improve patient and workforce safety, advance integrated care, and strengthen the health of communities. Embracing people-centred and evidence-informed solutions to enable new mindsets and ways of working lays the foundation for sustainable, resilient learning health systems.

PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK, DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN PADA CV. SURYA BAROKAH MANDIRI BANYUWANGI

This research aims to determine the influence of service quality, product quality and trust on customer loyalty at CV. Surya Barokah Mandiri Banyuwangi. The type of research used was quantitative research and data collection techniques used observation, interviews and questionnaires for 136 respondents using purposive sampling techniques. The analytical tools used in this research are validity test, reliability test, classical assumption test, multiple linear regression analysis, T test, and simultaneous R2 test and F test. The results of testing the first hypothesis (H1) show that the service quality variable is 0.173, which is greater than 0.05, which means that the service quality variable has no influence on customer loyalty. The results of testing the second hypothesis (H2) show that the product quality variable is 0.610, where this value is greater than 0.05, so it can be concluded that the product quality variable has no influence on customer loyalty. The results of testing the third hypothesis (H3) show that the trust variable is 0.00 where the value is smaller than 0.05, so it can be concluded that the trust variable has a variable on customer loyalty.

A trust enhancement model based on distributed learning and blockchain in service ecosystems

In a service ecosystem, the trust of users in services serves as the foundation for maintaining normal interactions among users, service providers, and platforms. However, malicious attacks can tamper with the trust value of these services, making it difficult for users to identify reliable services and undermining the benefits of reliable service providers and platforms. When existing trust management models address the impact of malicious attacks on service reliability, they rarely consider leveraging different attack targets to improve the accuracy of compromised service trust. Therefore, we propose a trust enhancement model based on distributed learning and blockchain in the service ecosystem, which adaptively enhances the trust values of compromised services according to the targets of anomalous attacks. Firstly, we conduct a comprehensive analysis of the targets of malicious attacks using distributed learning. Secondly, we introduced a trust enhancement contract that utilizes different methods to enhance the trust of the service based on various attack targets. Finally, our approach outperforms the baseline method significantly. For different attack targets, we observe a reduction in RMSE by 12.38% and 12.12%, respectively, and an enhancement in coverage by 24.94% and 14.56%, respectively. The experimental results show the reliability and efficacy of our proposed model.

A Structural Model for Examining how Service Quality, Trust, Perceived Value, Customer Expectations Affect Customer Loyalty: A Case Study of 3- and 4-Stars Hotels in Durres, Albania

In the nowadays society, the tourism industry is rapidly expanding and becoming a global powerhouse. This study aims to determine the impact of service quality on trust, perceived value, and customer expectations within tourism sector, and its significant implications for customer loyalty. The primary objective is to investigate the relationships among these critical factors and their combined effect on customer loyalty. The focus is on the Albanian tourism industry, particularly on 3- and 4-star hotels in the city of Durres. Statistical analyses, including descriptive statistics, internal consistency, reliability, validity, correlation, and regression tests, were conducted to establish the relationships and validate the study. The survey was administered to 550 tourists who stayed in various 3- and 4-star hotels in Durres from May to July 2024. The study found positive relationships between service quality and trust, service quality and perceived value, and service quality and customer expectations. These variables are identified as precursors to customer loyalty. Received: 2 June 2024 / Accepted: 25 July 2024 / Published: 29 July 2024

A Cross-Sectional Evaluation of the Virtual Outpatient Management of People With Mpox.

To report on the implementation and outcomes of a virtual ward established for the management of mpox during the 2022 outbreak, we conducted a 2-center, observational, cross-sectional study over a 3-month period. All patients aged ≥17 years with laboratory polymerase chain reaction-confirmed monkeypox virus managed between 14 May and 15 August 2022, at the Hospital for Tropical Diseases at University College London Hospitals National Health Service (NHS) Foundation Trust and sexual health services at Central North and West London NHS Foundation Trust, were included. Main outcomes included the proportion of patients managed exclusively on the virtual ward, proportion of patients requiring inpatient admission, proportion of patients with human immunodeficiency virus, and duration of lesion reepithelialization. Among confirmed cases (N = 221), 86% (191/221) were managed exclusively on the virtual ward, while 14% (30/221) required admission. Treatment for concomitant sexually transmitted infections was provided to 25% (55/221) of patients, antibiotics for other infective complications to 16% (35/221), and symptomatic relief to 27% (60/221). The median time from onset to complete lesion reepithelialization and de-isolation was 18 days (range, 8-56 days). Eleven percent (24/221) of individuals disengaged from services within 4 days of testing. The virtual ward model facilitated safe and holistic outpatient management of mpox, while minimizing admissions. This approach could serve as a model for future outbreak responses.