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Journal articles on the topic 'Customer trust level'

Author: Grafiati

Published: 28 May 2022

Last updated: 31 July 2025

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1

Linda, Wati, Huseno Tun, Jatmiko Purbo, and . Farhan. "Sharia Banking Trust: Analyzing the Influence of Religiosity and Perceptions in Bank Sharia Bukittinggi Branch." International Journal of Current Science Research and Review 07, no. 03 (2024): 1575–80. https://doi.org/10.5281/zenodo.10809051.

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Abstract : Research on Sharia Bank is currently relevant due to the rapid growth of the Shariah financial industry, increasing public interest, as well as government support, focusing on factors such as customer trust and the influence of religiosity and perception on customer trust. The purpose of this study is to investigate how customer trust at the Bank Nagari Sharia Bukittinggi Branch is impacted by beliefs and religiosity. All Bank Nagari Bukittinggi City Branch customers made up the research population. The research population consisted of all customers of Bank Nagari Bukittinggi City B

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Rusdian, Budi, and Riza Mahmud Yunus. "The level of Emotional Value and Customer Trust Assessment of State-Owned Enterprise Bank Customer of Kebayoran Baru South Jakarta." Al-Intaj : Jurnal Ekonomi dan Perbankan Syariah 10, no. 2 (2024): 276. http://dx.doi.org/10.29300/aij.v10i2.4765.

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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: Th

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Ernaningsih, Anisah, Wiwik Handayani, and Arief Bachtiar. "From Likes to Loyal: An Analysis of the Influence of Social Media, Trust Levels, and Communication Mediated by Customer Bonding on Loyalty at CV. Rumah Lamongan." International Journal of Business and Applied Economics 3, no. 4 (2024): 623–40. http://dx.doi.org/10.55927/ijbae.v3i4.9861.

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This study to purpose for examines the influence of social media, trust level, and communication on customer loyalty with customer bonding as a mediating variable. Social media enhances effective communication and trust between the company and its customers, thereby strengthening customer loyalty. Customer bonding reinforces the emotional connection between customers and the company, which in turn increases loyalty. The results indicate that social media, trust, and communication have a positive and significant impact on customer loyalty through customer bonding at CV. Rumah Lamongan. This res

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Muhammad Umer Quddoos, Muhammad Asif Shamim, Muhammad Ramzan Sheikh, and Muhammad Tariq. "What Drives Customer Loyalty in Islamic Banking? An Evidence from Pakistan." Journal of Accounting and Finance in Emerging Economies 7, no. 1 (2021): 53–63. http://dx.doi.org/10.26710/jafee.v7i1.1530.

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This study investigates the role of customer intimacy, commitment, and trust in increasing their loyalty and mediating role across trust and customer loyalty nexus. A total of 500 questionnaires were disseminated but 404 of these were included for analysis (approx. 81% response rate). The hypotheses were tested through the structural equation modeling technique using smart PLS. The results indicate that trust has a significant nexus with commitment, customer intimacy, and loyalty. Both commitment and customer intimacy have a significant nexus with customer loyalty. The mediation analysis revea

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Reni Widiastuti. "Dampak Loyalitas Pelanggan Dipengaruhi Oleh Kualitas Produk, Layanan, Dan Kepercayaan Pelanggan." Jurnal Bisnis, Ekonomi Syariah, dan Pajak 1, no. 1 (2024): 31–52. http://dx.doi.org/10.61132/jbep.v1i1.38.

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This research aims to investigate the impact of customer loyalty by focusing on the influence of product quality, service and customer trust. The research method used is a survey involving respondents who are customers from various industrial sectors. Data is collected through questionnaires that share customer perceptions of product quality, service, and their level of trust in the brand or company. The results of data analysis show that product quality, service and customer trust significantly influence the level of customer loyalty. Good product and service quality can increase customer sat

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Zulkifli Noor, Zulki. "Building Customer Happiness : Service Quality, Relationship Quality, and Customer Trust." Dinasti International Journal of Economics, Finance & Accounting 5, no. 5 (2024): 5055–61. http://dx.doi.org/10.38035/dijefa.v5i5.3593.

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This study explores the impact of service quality, relationship quality, and customer trust on customer happiness. As customer satisfaction evolves into a deeper need for happiness, businesses are compelled to focus on factors that foster long-term relationships and trust with their customers. Through a quantitative approach, this research examines how service quality enhances relationship quality and trust, ultimately leading to increased customer happiness. The findings reveal a significant correlation between these variables, highlighting that customer happiness is strongly influenced by th

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Agyei, James, Shaorong Sun, Eugene Abrokwah, Emmanuel Kofi Penney, and Richmond Ofori-Boafo. "Influence of Trust on Customer Engagement: Empirical Evidence From the Insurance Industry in Ghana." SAGE Open 10, no. 1 (2020): 215824401989910. http://dx.doi.org/10.1177/2158244019899104.

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This study examined the influence of trust dimensions on customer engagement, and the resultant impact of customer engagement on customer loyalty in the context of life insurance. Furthermore, it investigated the mediating role of customer engagement in the relationships between trust dimensions and customer loyalty. A total of 452 valid responses from life insurance customers in Ghana were examined using structural equation modeling (SEM). The results revealed that trust in service provider, trust in the regulator, economy-based trust, and information-based trust significantly influence custo

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Christina Dewi W, Apriana Anggreini Bangun, Ratna Susilowati, and Mughni Mutmainnah Iskandar A. "Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening." ARBITRASE: Journal of Economics and Accounting 4, no. 2 (2023): 193–203. http://dx.doi.org/10.47065/arbitrase.v4i2.1333.

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This research was conducted with the aim of analyzing the influence of service quality and trust on customer loyalty with satisfaction as an intervening variable for JNE customers in Jakarta. The sampling technique used in this research is non-probability sampling. The criteria for respondents are by distributing questionnaires via Google Form to 100 respondents who are JNE customers who are at least 17 years old and live in the city of Jakarta. The analysis technique used is path. The research results show that Service Quality partially has no effect on Customer Loyalty, that the Service Qual

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Astini, Rina. "Mediasi dan Pengaruh Switching Cost terhadap Loyalitas Pelanggan." Winners 9, no. 2 (2008): 161. http://dx.doi.org/10.21512/tw.v9i2.724.

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Article presents a measurement of the effects of satisfaction and trust in connection with customer loyalty, and a direct and indirect effects of switching cost on customer loyalty. Data were collected from 42 respondents coming from GSM customers. Data was analyzed by using path analysis methods. The study found that satisfaction did not necessarily affect customers’ loyalty. Relationship of customer satisfaction and trust was greatly influenced by perception of customers towards the cost of switching. Level of satisfaction and respondent loyalty average was 69.7% and the average value of cus

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Idrus, Salim Al, Efti Novita Sari, Johni Eka Putra, Mila Diana Sari, Rieneke Ryke Kalalo, and Eva Yuniarti Utami. "Can Brand Trust Mediate the Influence of Customer Trust Effect Variables on Customer Satisfaction." Journal of Lifestyle and SDGs Review 5, no. 2 (2024): e02692. https://doi.org/10.47172/2965-730x.sdgsreview.v5.n02.pe02692.

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Context: This study deals with three main themes, namely Customer Trust, Customer Satisfaction, and Brand Trust which have an influence on each other. In this study, the Customer Trust variable functions as an independent variable, the Customer Satisfaction variable functions as a dependent variable, and the Brand Trust variable functions as a mediating variable. Objective: This study aims to analyze the direct influence of the Customer Trust variable on the Customer Satisfaction variable and the influence of the Customer Trust variable on the Customer Satisfaction variable mediated by the Bra

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Feri Dwi Mulyanto and Didit Darmawan. "Pengaruh Kepercayaan terhadap Loyalitas Pelanggan Tokopedia." Jurnal Manajemen Riset Inovasi 3, no. 1 (2025): 196–212. https://doi.org/10.55606/mri.v3i1.3482.

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This literature study examines the influence of trust on Tokopedia customer loyalty. Tokopedia is one of the market places that is widely used by customers in Indonesia. The factor that Tokopedia uses is the level of consumer trust in Tokopedia. This study applies a qualitative research method with a literature study approach from various relevant scientific sources. The results of the study revealed that trust has a significant effect on customer loyalty. This confirms that trust has a very significant effect on Tokopedia customer loyalty, which means the importance of building customer trust

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Bagasworo, Wasi, and Sandi Simatupang. "Increased Purchases of Insurance Products Based on Factors That Affect Customer Trust (Study on Banccasurance in Greater Jakarta, Indonesia)." Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and Banking) 8, no. 1 (2022): 30. http://dx.doi.org/10.35384/jemp.v8i1.266.

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The objective of this research is to analyze the influence of service quality of salesperson, trust in an insurance company, trust in a seller's bank on the level of customer trust for Increased purchases of bancassurance products in greater Jakarta, Indonesia. The sample consists of Banks which are categorized as banking customers who have purchased bancassurance products in the Greater Jakarta area. The technique of analysis used for this research is the structural equation model. This research has been analyzed with an AMOS 20 program, and during the significance test, it indicated that fix

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Lubis, Denada. "PENGARUH KUALITAS PROGRAM CUSTOMER RELATIONS TERHADAP TINGKAT KEPERCAYAAN PELANGGAN." Jurnal Visi Komunikasi 18, no. 1 (2019): 19. http://dx.doi.org/10.22441/visikom.v18i1.6514.

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Kuningan City Mall is one of the property industry fields, namely a shopping mall that was established in 2012 in South Jakarta. Along with the development of the retail service industry, Kuningan City Mall is well aware of the importance of quality customer relations programs to increase customer trust which leads to satisfaction and profitability. In realizing customer trust requires a good or positive experience from a company. This experience can be realized through good communication in customer relations program activities, in this case Kuningan City Mall develops a "K-Passport" program

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Anash, Choirul. "Membangun Kepercayaan dan Loyalitas Melalui Pendampingan dan Sosialiasasi Produk pada Nasabah BMT NU Kabupaten Kediri." Welfare : Jurnal Pengabdian Masyarakat 1, no. 3 (2023): 497–502. https://doi.org/10.30762/welfare.v1i3.491.

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In line with the increasingly high level of competition between financial institutions, every company must strive to be more advanced in developing its competitive capabilities. One of the difficulties faced by BMT NU who are in Kediri is building customer trust, it could be said that not all individuals have trust and responsibility that can make customers loyal and loyal, given that the BMT NU Kediri branch has just opened and was inaugurated and has running almost a year. The results show that trust is the glue that strengthens customer trust and vice versa. If trust has emerged, then the s

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Li, Minglong, and Cathy H. C. Hsu. "Customer participation in services and employee innovative behavior." International Journal of Contemporary Hospitality Management 30, no. 4 (2018): 2112–31. http://dx.doi.org/10.1108/ijchm-08-2016-0465.

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Purpose This paper aims to investigate the influence of customer participation in services on the innovative behaviors of employees. Although previous studies have acknowledged the importance of customers in service innovation and investigated how customer participation in product development teams affect innovation, the effect of mandatory customer participation in services on the employee innovative behavior has not been examined. In addition to addressing such gap, this study proposed the mediating role of interpersonal trust in the relationship between customer participation and employee i

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Verrent Senjaliani and Henky Lisan Suwarno. "Peran Penggunaan Media Sosial Instagram dan Kepercayaan Pelanggan pada Loyalitas Pelanggan B2b UMKM." Reslaj: Religion Education Social Laa Roiba Journal 6, no. 4 (2024): 2688–99. http://dx.doi.org/10.47467/reslaj.v6i4.2043.

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In today's era filled with digital technology, business-to-business (B2B) sales forces are driven to strengthen relationships with customers through social media platforms. This aims to build a high level of trust. This research aims to test and analyze the factors influencing customer loyalty in the B2B context of Micro, Small, and Medium Enterprises (MSMEs), which include the use of social media, especially Instagram, and the level of trust in customer loyalty. This study uses a causal explanatory approach. The sample consists of MSMEs that have relationships with suppliers and actively use

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Marinković, Veljko, Vesna Stojanović-Aleksić, and Aleksandra Bošković. "Do Socially Responsible Companies Benefit from Higher Levels of Customer Satisfaction, Trust and Loyalty?" Journal of East European Management Studies 24, no. 4 (2019): 654–78. http://dx.doi.org/10.5771/0949-6181-2019-4-654.

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The paper aims to determine the impact of customer perceptions of the corporate social responsibility (CSR) on customer satisfaction, trust and loyalty. The data for the empirical study was obtained through a survey of 180 respondents, customers of mobile telephony companies in Serbia. The results show that responsibility for customers and CSR disclosure are factors that have a positive influence on customer satisfaction, trust and loyalty. There is a medium level of positive correlation between responsibility for community and environment, on the one hand, and trust, on the other hand. The pa

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Mukminin, Muhammad Amirul, and Fitri Nur Latifah. "Pengaruh Citra Merek dan Kepercayaan Terdahap Loyalitas Nasabah Bank Syariah di Sidoarjo (The Influence of Brand Image and Trust on Sharia Bank Customer Loyalty in Sidoarjo)." Perisai : Islamic Banking and Finance Journal 4, no. 1 (2020): 54. http://dx.doi.org/10.21070/perisai.v4i1.525.

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One of the marketing strategies at Islamic banks is by building a company's brand image and customer trust to gain customer loyalty. The focus of this research is to show the relationship between brand image, trust and loyalty of Syariah bank customers in Sidoarjo. This study uses a random sampling technique with 100 customers of Islamic banks domiciled in Sidoarjo and at least have become customers of Islamic banks within one year. The analytical method used in this study is a multiple linear regression test and hypothesis testing using IBM SPSS 25 software. The results of this study indicate

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Masruroh, Ela, and Sugiono Sugiono. "Upaya Baitul Maal Wat Tamwil (BMT) NU Dalam Membangun Kepercayaan Dan Loyalitas Nasabah (Studi Kasus: BMT NU Cabang Grujugan Bondowoso)." Jurnal Ilmiah Ekonomi Islam 8, no. 1 (2022): 561. http://dx.doi.org/10.29040/jiei.v8i1.4339.

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This study aims to determine the BMT NU branch of grujugan in building trust in customer loyalty. In line with the increasingly high level of competition between financial institutions, every company must strive to further develop its competitive capabilities. One of the difficulties faced by BMT NU is building customer trust, It can be said that not all individuals have the trust and responsibility that can be make customers loyal and loyal. In conducting data collection to be able to produce the necessary research data. Researchers used 2 (two) data collection techniques in the form of inter

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Purwa, Ida Bagus Ngurah Satwika, and I. Gusti Agung Ketut Sri Ardani. "PERAN KEPERCAYAAN NASABAH DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH." E-Jurnal Manajemen Universitas Udayana 7, no. 1 (2017): 192. http://dx.doi.org/10.24843/ejmunud.2018.v7.i01.p08.

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The purpose of this study is to determine the role of customer confidence in mediating the influence of service quality on customer satisfaction. This research was conducted at PT. Satwika Purwa Negara which is an independent marketing office of Prudential Indonesia. Number of customers served in PT. Satwika Purwa Negara reaches 8000 more customers. The number of samples taken is 100 people, using technique of non probability sampling with path as technique of data analysis. Based on the results of the analysis found that the quality of service significantly influence the belief customer at PT

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Amelia, Rita, Retno Endah Supeni, and Wahyu Eko Setianingsih. "THE EFFECT OF CUSTOMER SATISFACTION, BARRIERS TO SWITCHING, AND CUSTOMER TRUST ON CUSTOMER RETENTION AT HERDACAKE BAKERY, PUGER JEMBER DISTRICT." Jurnal Comparative: Ekonomi dan Bisnis 6, no. 4 (2024): 673. https://doi.org/10.31000/combis.v6i4.12187.

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This research aims to determine the influence of customer satisfaction, switching barriers and customer trust on customer retention at the Herdacake bakery, Puger district, Jemeber. This type of research uses descriptive quantitative research. The analytical method in this research is multiple linear regression analysis, the population in this research is the customers of the Herdacake bakery. The sample used was 160 respondents. The results of this research show that this conclusion is proven (1) the customer satisfaction variable has a positive and significant effect on customer retention. W

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Endarwati, Esti Tri, Yunita Indriany, Rusdianto Rusdianto, Ni Nyoman Suarniki, and Lusiana Pratiwi. "The Effect of Product Personalization, User Experience, and Consumer Trust on the Level of E-Commerce Consumer Satisfaction in Indonesia." Jurnal Bisnisman : Riset Bisnis dan Manajemen 6, no. 1 (2024): 163–79. http://dx.doi.org/10.52005/bisnisman.v6i1.239.

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This study looks into how user experience, consumer trust, and product personalization affect Indonesian e-commerce customer happiness. To investigate the associations between these characteristics, data was gathered via surveys and analyzed quantitatively using 225 Indonesian e-commerce customers. The results show that consumer trust is positively influenced by product customisation, and consumer trust is positively influenced by user experience. Furthermore, customer satisfaction and confidence in e-commerce are strongly impacted by product customisation and user experience. These findings h

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Singh, Sanjit. "Effect of Trust on Repurchasing along with mediating role of Customer Satisfaction in Online Purchasing." ASM's international e-journal of ongoing research in management and IT XII (January 21, 2017): 313–25. https://doi.org/10.5281/zenodo.3612356.

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<strong>Abstract:</strong> It has been found that there is a close association among trust, customer satisfaction and repurchasing. The present study aims at exploring and analyzing factors affecting trust and satisfaction creation and how they shape the perception of customers’ need that lead to increasing level of loyalty, intention for repurchasing and finally improving profitability in online retailing space especially in Indian scenario. Hence, this paper targets at evaluating the effect of trust on repurchasing in the presence of customer satisfaction as a mediating factor. The pop

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Gilbert, David, and YingFei Gao. "A Failure of UK Travel Agencies to Strengthen Zones of Tolerance." Tourism and Hospitality Research 5, no. 4 (2005): 306–21. http://dx.doi.org/10.1057/palgrave.thr.6040030.

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Companies in all industries face problems pertaining to the issue of retaining customers and securing satisfaction through service quality management. The repeat purchasing behaviour at an individual level is affected by the level of a customer's ‘zone of tolerance’; a term not always fully understood. The purpose of this study is to examine the relationships that customer tolerance has with customer experience, brand trust and customer emotions for travel agency businesses. Customers who have had recent experience with the travel agencies were sampled from two UK travel agencies situated in L

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Salsabiila, Salsabiila, and Titis Miranti. "The Influence Of Brand Image And Customer Trust On Customer Loyalty Through Customer Satisfaction With Gender As A Moderation Variable." Jurnal Ekonomi, Bisnis & Entrepreneurship 18, no. 1 (2024): 171–85. https://doi.org/10.55208/g9w6ds25.

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This study aims to investigate the impact of brand image and customer trust on customer loyalty, mediated via customer satisfaction. Gender is employed as an independent variable to mitigate the impact of brand image and customer trust variables on customer loyalty. This study utilized data from 250 respondents who completed a questionnaire issued to BSI customers in the Malang Raya area. Purposive sampling and proportional random sampling are two distinct methods used for sampling. A proportional random sampling method was employed to ensure that the percentage of respondents from Malang City

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Salsabiila, Salsabiila, and Titis Miranti. "Influence Of Brand Image And Customer Trust On Customer Loyalty Through Customer Satisfaction With Gender As A Moderation Variable." Jurnal Ekonomi, Bisnis & Entrepreneurship 18, no. 1 (2024): 171–85. http://dx.doi.org/10.55208/jebe.v18i1.538.

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This study aims to investigate the impact of brand image and customer trust on customer loyalty, mediated via customer satisfaction. Gender is employed as an independent variable to mitigate the impact of brand image and customer trust variables on customer loyalty. This study utilized data from 250 respondents who completed a questionnaire issued to BSI customers in the Malang Raya area. Purposive sampling and proportional random sampling are two distinct methods used for sampling. A proportional random sampling method was employed to ensure that the percentage of respondents from Malang City

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Mombeuil, Claudel, and Anestis K. Fotiadis. "Assessing the effect of customer perceptions of corporate social responsibility on customer trust within a low cultural trust context." Social Responsibility Journal 13, no. 4 (2017): 698–713. http://dx.doi.org/10.1108/srj-02-2017-0032.

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Purpose Many research findings depicted corporate social responsibility (CSR) as a strategic tool for influencing customer behavior, especially customer trust. Nevertheless, rare is research that considered a business ecosystem infested by a low level of cultural trust, political and economic problems, perceived corruption and low level of CSR awareness and engagement as obstacles that may prevent companies from influencing their customers’ behavior. Therefore, this study aims to evaluate whether CSR activities positively influence consumer/user trust toward companies operating within a low-cu

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Sarmawa, I. Wayan Gde, and Ida Ayu Putu Widani Sugianingrat. "Can Customer Loyalty Mediate Customer Trust in Business Sustainability at Village Credit Institution?" JBMP (Jurnal Bisnis, Manajemen dan Perbankan) 8, no. 2 (2022): 123–42. http://dx.doi.org/10.21070/jbmp.v8i2.1653.

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The main point of this research was to examine and analyze the impact of customer trust on customer loyalty and business sustainability at the Village Credit Institution in Klungkung Regency. The determination of the VCI as the research sample was carried out by unproportionate random sampling. The research respondents were customers in each VCI who were taken by accident (which was met at the time of the research) with a total number of respondents as many as 170 customers. Analysis this research and hypothesis using the SmartPLS 3.3.2 program with three level, the first is testing validity a

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Chayomchai, Ampol. "EFFECTS OF SERVICE QUALITY, SATISFACTION, AND PERCEIVED LOYALTY IN TECHNOLOGY USE OF GENERATION Z CONSUMERS DURING THE COVID-19 SITUATION." Journal of Southwest Jiaotong University 56, no. 4 (2021): 300–310. http://dx.doi.org/10.35741/issn.0258-2724.56.4.25.

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Studying people’s behavior during COVID-19 is new and important for business planning. This research aimed to study the influencing relationship of four variables: service quality, customer satisfaction, perceived trust, and customer loyalty. This study focuses on Generation Z’s behavior in using technology during the coronavirus situation. Therefore, the research population is Generation Z in Thailand who were surveyed by sending questionnaires through various online media to collect data. The sample comprised 380 participants who were statistically analyzed by descriptive analysis and PLS st

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Issock Issock, Paul Blaise, Mornay Roberts-Lombard, and Mercy Mpinganjira. "The importance of customer trust for social marketing interventions: a case of energy-efficiency consumption." Journal of Social Marketing 10, no. 2 (2020): 265–86. http://dx.doi.org/10.1108/jsocm-05-2019-0071.

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Purpose The purpose of this study is to examine the importance of relationship marketing and particularly customer trust in energy-efficiency labels in social marketing interventions geared towards energy-efficient consumption. Design/methodology/approach A conceptual model was empirically tested on a sample of 517 users of electronic appliances living in South Africa. The study involved a cross-sectional design, and data were collected via a self-administered survey. Structural equation modelling and mediation analysis were used to test the hypothesised relationships. Findings The results ind

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Samboro, Joko. "PENGARUH WEBSITE QUALITY ,KEPERCAYAAN WEBSITE PADA PERSEPSI DAN DAMPAKNYA TERHADAP LOYALITAS PELANGGAN." Adbis: Jurnal Administrasi dan Bisnis 12, no. 1 (2018): 65. http://dx.doi.org/10.33795/j-adbis.v12i1.42.

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The main objectives of this research is: To find out and analyze the influence of website quality, trust in customer loyalty through customer perception. The research location was in Malang State Polytechnic, while the population of this study were all customers who had been online more than once, while the sample consisted of 70 customers who were selected according to the research objectives. The results showed that the data used was valid and reliable, the better the Web Quality and the level of trust the stronger the Customer Perception and the better the Customer Perception, t

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Kidron, Aviv, and Yvonne Kreis. "Listening to bank customers: the meaning of trust." International Journal of Quality and Service Sciences 12, no. 3 (2020): 355–70. http://dx.doi.org/10.1108/ijqss-10-2019-0120.

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Purpose In banking services, trust is crucial to any relational exchange situation. Using the example of Israeli banks, the main research question driving this paper is – What are the reasons for trusting or not trusting banks? To date, few studies have examined the reasons of ongoing low trust during so-called “normal times”. Design/methodology/approach This paper is unique in approaching the study of customer trust in banks through qualitative analysis by using the interdisciplinary trust approach. Findings The results offer important insights regarding situational normality, structural assu

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Nazemi, Asieh, Manijeh Haghighinasab, Banafsheh Dastourian, Ali Davari, and Amirhossein Maleki. "What is Problem in Sharing Economy Service Ecosystem? Reviewing the Role of Trust in Loyalty." Journal of Organisational Studies and Innovation 11, no. 1 (2024): 42–73. http://dx.doi.org/10.51659/josi.23.191.

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Understanding customers' behavioral components in sharing economy platforms is vital to policy-makers and marketers. Concerning behavioral components such as commitment, attitude, and trust, which lead to customer loyalty in sharing economy platforms, has less addressed. This paper aims to investigate/examine customers' behavioral components, increasing customer loyalty in sharing economy context through the service ecosystem. Data were collected from 405 respondents who have used a sharing economy platform through a semi-structured questionnaire and were analyzed using structural equation mod

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Ramadhany, Aris, and Supriyono Supriyono. "Pengaruh Kepercayaan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada AP Garage (Bengkel Cat & Custom)." Ekonomis: Journal of Economics and Business 6, no. 1 (2022): 199. http://dx.doi.org/10.33087/ekonomis.v6i1.511.

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This study aims to analyze and examine the effect of trust and customer satisfaction on customer loyalty at AP Garage (Paint & Custom Workshop). The population of this research is AP Garage (Paint & Custom Workshop) customers who have used the services of AP Garage (Paint & Custom Workshop) at least twice. The sample of this study was determined using non-probability sampling so as to produce 50 respondents. The results in this study indicate that trust contributes positively to AP Garage's customer loyalty, the higher the customer's trust in a service, the higher the level of cust

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Irdha Yusra and Widia Wati Rizki. "Pengaruh Kualitas Produk, Kualitas Pelayanan dan Promosi terhadap Kepercayaan Pelanggan (Konsumen) di Erha Skin Padang." Indonesian Journal of Applied Accounting and Finance 1, no. 1 (2021): 85–113. http://dx.doi.org/10.31961/ijaaf.v1i1.1166.

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Companies engaged in the service sector must be able to maintain a good reputation in the eyes of their customers. However, there are still many complaints that are felt by customers. This study aims to determine Product Quality, Tangibles, Reliability, Responsiveness, Assurance, Emphaty, Promotion and Customer Trust in Erha Skin Padang. The samples were determined by using the Stratified Random Sampling technique with a total of 56 customers (consumers). Data were collected through questionnaires and then analyzed statistically descriptive and Independent-Sample T-Test with the SPSS version 1

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Lubis, Muchdy, Hartoyo Hartoyo, and Nimmi Zulbainarni. "Customer Loyalty Model of Export Product Shipment Certification." Widya Cipta: Jurnal Sekretari dan Manajemen 9, no. 1 (2025): 46–53. https://doi.org/10.31294/widyacipta.v9i1.24487.

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This paper investigates the loyalty model of customers towards a certification governing body for export product shipment certification. The present study investigates the impact of service quality, consumer satisfaction, customer trust, and customer loyalty on the established model. The model will be used to determine the specific areas that need enhancement to improve consumer loyalty. There were 104 participants took part in the study by means of convenience sampling and telephone questionnaire surveys. This study results that customer satisfaction is greatly influenced by the five componen

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Nurafni Okta Safitri and Zull ihsan mu’arrif. "Analisis Tingkat Kepercayaan Nasabah pada Bank Syariah Indonesia dan Bank Rakyat Indonesia di Sungai Penuh." El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam 6, no. 3 (2025): 2333–50. https://doi.org/10.47467/elmal.v6i3.5145.

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Indonesian people's bank (BRI) and Indonesian sharia bank (BSI), both have different implementations. Indonesian people's banks operate based on conventional financial principles which generally use interest as the main mechanism for making profits. However, in achieving this, many factors influence it, starting from customer trust in Bsi and Bri banks, so the aim of this research is to find out the level of customer trust in sharia banks. This research uses a qualitative approach with descriptive research type. This method was chosen to gain an in-depth understanding of the factors that influ

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Atik Andhayani, Efti Novita Sari, Nurul Qisthi, Nur El Ikhsan, and Muhammad Fachmi. "Security Perception as a Moderating Variable of the Influence of Customer Trust on Repurchase Intention." Jurnal Teknologi dan Manajemen Industri Terapan 4, no. I (2025): 90–96. https://doi.org/10.55826/jtmit.v4ii.771.

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This research is a quantitative study with an explanatory approach, which uses previous research as the primary material for creating hypotheses, adding novelty elements that are different from previous studies, and testing the hypotheses that researchers make. The primary material that researchers mean in this study is research. The data used in this study is primary data that researchers obtained from Gacoan noodle customers spread across several corners of Indonesia, with the minimum criteria of having shopped more than three times, with a many of 400 customers. The data used in this study

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Irwanto, Bagus Ranu, and Ani Wulandari. "THE INFLUENCE OF BRAND IMAGE AND BRAND TRUST ON SATISFACTION AND LOYALTY ON TELEVISION PRODUCTS TOSHIBA SURABAYA REGION." Jurnal Ekonomi 20, no. 2 (2020): 85–94. http://dx.doi.org/10.29138/je.v20i2.72.

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Given the intense level of competition in the electronics business in Indonesia, the company continues to strive to increase market share and reach new customers and no less importantly the company must work hard in maintaining customer loyalty, including Toshiba products. However, the Top Brand Index value for Toshiba Television products in Indonesia from 2012-2014 has decreased. The decline is not profitable for Toshiba products because this will have an impact on lowering revenue and deteriorating image and customer satisfaction. Based on these problems, this study aims to determine the eff

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Abdelkader, Ali Ahmed, and Hossam Al Din Fathy Mohamed. "Brand Trust Determinants and Customer Switching Resistance." International Journal of Customer Relationship Marketing and Management 8, no. 4 (2017): 12–31. http://dx.doi.org/10.4018/ijcrmm.2017100102.

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Customer switching resistance (CSR) is the highest level of loyalty because it means that a customer will be loyal and be sustained even if disruptions occur. This research aims to determine and analyze the determinants of brand trust and its relationship with customer switching resistance. To accomplish these objectives, a random stratified sample of 376 customers was selected from population of mobile phone companies in Egypt. The research findings emphasized that there is a significant relationship between brand reputation, brand personality, word of mouth, and brand image (as a whole and e

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Harjoyo, Harjoyo, Desilia Purnama Dewi, and Dian Yunitasari. "MEMBANGUN CUSTOMER TRUST MELALUI KUALITAS PELAYANAN PRIMA PADA DIVISI MARKETING SALES TUPPERWARE (SHOWROOM CABANG PONDOK INDAH MALL-JAKARTA SELATAN)." Jurnal Sekretari Universitas Pamulang 7, no. 2 (2020): 110. http://dx.doi.org/10.32493/skr.v7i2.7037.

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ABSTRAK-Penelitian ini membahas mengenai, “Membangun Customer Trust Melalui Kualitas Pelayanan Prima pada Divisi Marketing Sales Tupperware Showroom Cabang Pondok Indah Mall, Jakarta Selatan”. Teknik riset yang digunakan adalah teknik obeservasi dan study pustaka. Adapun tujuannya untuk mendapatkan gambaran akhir hubungan kualitas pelayanan terhadap upaya membangun trust/kepercayaan customer/pelanggan. Untuk dapat memperoleh loyalitas dan kepercayaan pelanggan dengan baik, perusahaan mempunyai mutu servis yang andal dan dikenal dengan istilah pelayanan prima. Servis yang diberikan oleh perusah

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Zailani, Abdullah, Budiyanto -, and Djawoto -. "The Influence Of Relationship Bonds, Trust And Service Quality On Customer Loyalty Through Commitment Variables At Rural Credit Banks In Central Jawa." Journal of Advances in Accounting, Economics, and Management 2, no. 2 (2024): 35. https://doi.org/10.47134/aaem.v2i2.514.

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Research This carried out at BPR Central Java with Population in study this is all over individual BPR customers, who use service banking from BPR above will alone; good savings, checking account and credit spread across 32 BPR offices located in Central Java. With amount sample as many as 320 respondents. Retrieval technique sample in study This use accidental sampling technique. Analysis technique in study This use technique analysis SEM with AMOS 5 (Analysis of Moment Structure) and SPSS version 20.0 program packages. From the results testing hypothesis show that Hypothesis First No signif

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Armanda, Billy, and Kharis Fadhullah Hana. "Pengaruh CRM, Fintech, dan Kepercayaan Terhadap Loyalitas Nasabah: Peran Mediasi Kepuasan pada BSI KCP Kudus." Journal of Economics and Business Research (JUEBIR) 4, no. 1 (2025): 17–33. https://doi.org/10.22515/juebir.v4i1.11893.

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This study aims to analyze the level of customer loyalty influenced by customer relationship marketing, fintech, and trust mediated by satisfaction at BSI KCP Kudus. This research uses quantitative methods with an associative approach. The data used is primary data, by distributing questionnaires to BSI KCP Kudus customers as many as 100 respondents determined by purposive sampling technique. The analysis method used is Structural Equation Modeling (SEM) with the Partial Least Square (PLS) approach with SmartPLS 4.0 software. The results showed that customer relationship marketing variables ha

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Putra, Fhadell Trio, and Febsri Susanti. "PENGARUH KEPERCAYAAN PELANGGAN DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN HIKECY KERUPUK SINGKONG PADA GALLERY HIKECY SAWAHLUNTO." JURNAL PUNDI 7, no. 2 (2023): 307. http://dx.doi.org/10.31575/jp.v7i2.502.

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Micro, Small and Medium Enterprises (MSMEs) are a sector that is currently receiving special attention from the government. The existence of MSMEs cannot be eliminated or avoided in the development of a region. This study aims to determine the effect of customer trust and service quality on customer loyalty to Hikecy Cassava Crackers Products at the Hikecy Sawahlunto Gallery. Determination of the sample was carried out using a Stratified Random Sampling sample with a total of 98 customers as respondents. Data was collected by distributing questionnaires and then analyzed using descriptive stat

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Hadita, Hadita. "Kualitas Website dan Harga Mempengaruhi Loyalitas Pelanggan Melalui Variabel Kepercayaan di Traveloka." Jurnal Kajian Ilmiah 22, no. 2 (2024): 205–18. http://dx.doi.org/10.31599/7094jk36.

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This study aims to find out the factors of website quality, and trust that affect customer loyalty related to purchasing airline tickets and booking hotel boldly on Traveloka. Non-probability sampling procedures and accidental sampling procedures. Questionnaires were boldly distributed to 150 informants. Path analysis data analysis technique supported by the Amos program. The results of the first hypothesis which states that the website quality variable is only able to influence the trust variable of 46.6% with a sig level value. 0.000 is lower than the standard coefficient of 0.05, then the w

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Irfan, Saira, Iram Iqbal, Sumaira Iqbal, and Fatima Bashir. "CSR Image and Customer Satisfaction: The Mediating Role of Customer Trust and Customer Loyalty." Journal of Accounting and Finance in Emerging Economies 7, no. 3 (2021): 637–50. http://dx.doi.org/10.26710/jafee.v7i3.1907.

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Purpose: This study aims to examine the impact of Corporate Social Responsibility (CSR) image on customer satisfaction in the context of the banking sector of Pakistan. Further, the intervening role of customer trust and customer loyalty in the relationship between CSR image and customer satisfaction is also examined. Design/Methodology/Approach: Present research is quantitative in nature and collects the data through structured questionnaires. By employing the Smart PLS technique to test the proposed hypothesis. Findings: This study reveals the following salient findings: 1) the r

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Rosalina, Ulfa, and Tamamudin Tamamudin. "Membangun Loyalitas Dengan Kepercayaan dan Kualitas Layanan Melalui Kepuasan Pelanggan." JIEF : Journal of Islamic Economics and Finance 1, no. 1 (2021): 1–11. http://dx.doi.org/10.28918/jief.v1i1.3555.

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 The purpose of this study was to identify and analyze the influence of the level of trust and service quality on customer loyalty with customer satisfaction as a mediating variable at PT. Fairus Permata Mulia Pekalongan. The population in this study amounted to 927 worshipers with a sample of 90 worshipers and the sampling technique used random sampling techniques. The method of collecting data through a questionnaire. The data analysis technique used is Path Analysis. The results showed that the level of trust and service quality had a direct effect on customer satisfaction. The level

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Mahdi, Mahdi, Handayani Rinuastuti, and Akhmad Saufi. "Influence of Trust on Customer Engagement and Intention to Reuse Ferry Transportation Modes Lembar – Padangbai." International Journal of Multicultural and Multireligious Understanding 8, no. 12 (2021): 475. http://dx.doi.org/10.18415/ijmmu.v8i12.3156.

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This study wants to examine buying intention factors that are influenced by trust variables and customer engagement. The study aims to find out the influence of trust on the intention of reusing the mode of transportation of the Lembar-Padangbai crossing. As well as seeing the indirect influence of trust on the intention of reusing through customer engagement on the mode of transportation crossing Lembar-Padangbai. This research was conducted on the Lembar-Padangbai crossing mode in 2021 with a population of 223,264,600 passengers. The sample number of 100 people using the formula Slovin and p

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Antara, Hendri, Siswanto Siswanto, and Eska Prima Monique Damarsiwi. "THE EFFECT OF CUSTOMER EXPERIENCE AND BRAND TRUST ON CUSTOMER LOYALTY ON ALLBAIK CHICKEN." BIMA Journal (Business, Management, & Accounting Journal) 1, no. 2 (2020): 115–25. http://dx.doi.org/10.37638/bima.1.2.115-125.

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The purpose of this study was to determine the effect of customer experience and brand trust on customer loyalty at Allbaik Chicken Sawah Lebar, Bengkulu City. The sample in this study were 50 customers who made purchases at Allbaik Chicken Sawah Lebar Kota Bengkulu. Data collection using a questionnaire and the method of analysis used is multiple linear regression, test of determination and hypothesis testing.The sample in this study were 50 customers who made purchases at Allbaik Chicken Sawah Lebar Kota Bengkulu. Data collection using a questionnaire and the method of analysis used is multi

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Kharisma, Riza, Abdul Salam, and Rico Saktiawab Jang Jaya. "Pengaruh Syariah Marketing, Trust dan Complaint Handling terhadap Customer Financing Loyalty pada KSPS BMT Surya Sleman." JESI (Jurnal Ekonomi Syariah Indonesia) 7, no. 2 (2018): 138. http://dx.doi.org/10.21927/jesi.2017.7(2).138-144.

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<p>This study aims to test and determine the influence of sharia marketing, trust and complaint handling to customer financial loyalty. Subjects in this study are active financing customers at KSPS BTM Surya PDM Sleman in 2017. There was 65 financing customers as this research sample, selected by using purposive sampling method. This study aims to prove, (1) does sharia marketing have a positive effect on customer financial loyalty, (2) does the trust have a positive effect on customer financial loyalty, (3) does the complaint handling have positive effect on customer financial loyalty,

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