Customer Experience Marketing (CEM), Customer Satisfaction and Customer Trust Affects Customer Loyalty: A Study on Star Hotels in Jakarta Province

Trini, Dewi; Salim, M. Noor

doi:10.5296/bms.v9i2.13615

Cited by 14 publications

(11 citation statements)

References 14 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The researchers further found when consumer satisfaction rises, consumer trust will more increase. It is in accordance with the results of hypothesis testing and research (Elrado, et al, 2014;Trini and Salim, 2018;Wardaya, 2017) that consumer satisfaction has a significant positive effect on consumer trust. Consumers who are satisfied with JNE services will create great trust.…”

Section: Discussionsupporting

confidence: 89%

“…When consumers are satisfied with the services provided by the company, they will trust the company. A research study (Trini and Salim, 2018) explains consumer satisfaction has a H 1 : Service quality has a positive and significant effect on consumer satisfaction H 2 : Service quality has a positive and significant effect on consumer trust H 3 : Consumer experience has a positive and significant effect on consumer satisfaction H 4 : Consumer experience has a positive and significant effect on consumer trust…”

mentioning

confidence: 99%

See 1 more Smart Citation

Building Consumer Satisfaction to Improve Consumer Trust Through Service Quality and Consumer Experience in Jne Pekanbaru

Junaedi

Wijaya

Manullang

2020

JAM

View full text Add to dashboard Cite

e-Commerce is growing and influencing the business world. Service quality and consumer experience have an influential role to provide consumer satisfaction and trust. This study aims to understand and analyze the influence of service quality and consumer experience on consumer satisfaction and consumer trust in JNE Pekanbaru. The population in this study is all consumers who have used JNE logistics services in Pekanbaru. The sampling used an accidental sampling technique with 150 respondents. The researchers utilized path analysis techniques with the PLS program. The results show service quality and consumer experience had a significant positive effect on consumer satisfaction and trust. Consumer satisfaction encourages the creation of consumer trust in JNE of Pekanbaru. Therefore, next researches are expected to be able to explore other variables such as customer value, customer relationship management, and other variables suspected of affecting consumer satisfaction and consumer trust.

show abstract

Section: Discussionsupporting

confidence: 89%

mentioning

confidence: 99%

Building Consumer Satisfaction to Improve Consumer Trust Through Service Quality and Consumer Experience in Jne Pekanbaru

Junaedi

Wijaya

Manullang

2020

JAM

View full text Add to dashboard Cite

show abstract

“…This opinion is also in line with the results of research conducted by Leninkumar (2017), which found that customer trust had a significant positive effect on customer loyalty in commercial banks in Sri Lanka. The results of other studies found a significant positive influence between customer trust and customer loyalty, namely Nur (2012), Sarwar et al (2012), Utami (2015), Leninkumar (2017), Trini and Salim (2018), and Widodo and Murwatiningsih (2019). On the other hand, a study conducted by Setiawan and Sayuti (2017) found that customer trust had no significant effect on customer loyalty.…”

Section: Introductionmentioning

confidence: 86%

Effect of Corporate Social Responsibility on Business Sustainability: The Dual Mediation

Sarmawa

Martini

Sugianingrat

2021

JECO

View full text Add to dashboard Cite

Companies are constantly trying to maintain customer trust and loyalty in an effort to preserve business sustainability. Implementing environmental concerns in the form of Corporate Social Responsibility (CSR) is expected to achieve both of these aims. This study aims to analyze the roles of CSR, customer trust, and customer loyalty in business sustainability. Questionnaires were filled by 10 customers from each of 100 Rural Banks spread over 9 districts/cities in Bali, Indonesia. Data analysis was performed with SmartPLS 3.3.2 software. The research found that CSR, customer trust, and customer loyalty have a significant impact on business sustainability. The results also found that customer trust and customer loyalty function as mediation in the relationship between CSR and business sustainability. Keywords: Corporate Social Responsibility, customer trust, customer loyalty, business sustainability Pengaruh Tanggung Jawab Sosial Perusahaan terhadap Keberlanjutan Bisnis: Mediasi GandaAbstrak: Perusahaan senantiasa berusaha menjaga kepercayaan dan loyalitas pelanggan dalam upaya menjaga keberlangsungan bisnis. Implementasi kepedulian lingkungan dalam bentuk Corporate Social Responsibility (CSR) diharapkan dapat mencapai kedua tujuan tersebut. Penelitian ini bertujuan untuk menganalisis peran CSR, kepercayaan pelanggan, dan loyalitas pelanggan dalam keberlanjutan bisnis. Kuesioner diisi oleh 10 nasabah dari masing-masing 100 BPR yang tersebar di 9 kabupaten/kota di Bali, Indonesia. Analisis data dilakukan dengan software SmartPLS 3.3.2. Hasil penelitian menemukan bahwa CSR, kepercayaan pelanggan, dan loyalitas pelanggan memiliki pengaruh yang signifikan terhadap keberlangsungan bisnis. Hasil penelitian juga menemukan bahwa kepercayaan pelanggan dan loyalitas pelanggan berfungsi sebagai mediasi dalam hubungan antara CSR dan keberlanjutan bisnis.Kata kunci: Tanggung Jawab Sosial Perusahaan, kepercayaan pelanggan, loyalitas pelanggan, keberlangsungan usaha

show abstract

“…Most businesses excel because they plough back part of their proceeds to the society (Marin Ruiz & Rubio, 2009;Uduji & Okolo-Obasi, 2019). Firms that fail to meet the society's expectations also find it difficult to attract and retain customers from the surrounding community (Aggarwal and Singh, 2019;Cha, Abebe, & Dadanlar, 2019;Trini, & Salim, 2018). Thus, if corporates wish to be viable in the long run, they should respond to needs of the society through involvement in philanthropic programmes (Ahen & Amankwah-Amoah, 2018;Fatma, Khan, & Rahman, 2019).…”

Section: Corporate Social Responsibilitymentioning

confidence: 99%

Corporate Social Responsibility as a Mediator of the Effect of Brand Awareness and Corporate Reputation on Customer Loyalty

Chikazhe

Chigunha

Dandira

et al. 2020

BMS

View full text Add to dashboard Cite

Factors that promote customer loyalty are of great concern to the banking sector because loyalty predicts business success. The purpose of this study is to examine the mediation role of corporate social responsibility on the effect of brand awareness and corporate reputation on customer loyalty. Data was collected through a cross sectional survey from 405 bank customers. Research hypotheses were tested using the structural equation model. The findings show that corporate social responsibility partially mediates the effect of both brand awareness and corporate reputation on customer loyalty. The results indicate that corporate social responsibility plays a vital role within the banking sector as it mediates the effect of brand awareness and corporate reputation on customer loyalty. If banks engage in successful corporate social responsibility practices, brand awareness and corporate reputation are enhanced and this result in improved customer loyalty. By empirically examining corporate social responsibility as a mediator on the effect of brand awareness and corporate reputation on customer loyalty the study seeks to contribute to the scholarly conversation.

show abstract

Customer Experience Marketing (CEM), Customer Satisfaction and Customer Trust Affects Customer Loyalty: A Study on Star Hotels in Jakarta Province

Cited by 14 publications

References 14 publications

Building Consumer Satisfaction to Improve Consumer Trust Through Service Quality and Consumer Experience in Jne Pekanbaru

Building Consumer Satisfaction to Improve Consumer Trust Through Service Quality and Consumer Experience in Jne Pekanbaru

Effect of Corporate Social Responsibility on Business Sustainability: The Dual Mediation

Corporate Social Responsibility as a Mediator of the Effect of Brand Awareness and Corporate Reputation on Customer Loyalty

Contact Info

Product

Resources

About