The Effect of Product Quality and Customer Trust on Customer Satisfaction and Its Implications on Customer Loyalty Pt. Bank Aceh Syariah, Jantho Branch, Aceh Besar District

Fahmi, Ian; Utami, Sorayanti; Kesuma, T. Meldi

doi:10.35409/ijbmer.2021.3225

Cited by 3 publications

(3 citation statements)

References 5 publications

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“…Although organizational research has also shown that trust in organizations positively impacts loyalty and can be more critical to loyalty than satisfaction (Van Tonder & Petzer, 2018; Wetsch, 2006). This could be because of the organization's service quality or e‐service quality, which has been proved in the literature to affects customer loyalty and expectation of continuity (Boonlertvanich, 2019; Zulfadli & Permana, 2020). Nevertheless, the other hypotheses are positive and significant, confirming that the hypothesized relationships are accepted.…”

Section: Results and Findingsmentioning

confidence: 99%

Do the customer relationship benefits influence expectation of continuity? Adoption of social customer relationship management to promote eco‐friendly products

Oluwajana

Adeshola

Olowu

2021

Journal of Public Affairs

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Social media and customer relationships have become ubiquitous, and every organization now depends on both to manage and meet their organizational targets. Most organizations are now finding it necessary to adopt Social Customer Relationship Management (SCRM) to improve their marketing strategies and facilitate customer expectation of continuity. In essence, there has been a public interest in using SCRM on eco‐friendly brands, and these have become inevitable for the new generation of sustainable marketing organizations. This study investigates the effectiveness of SCRM benefits and examines the relationships among customer commitment, customer trust, customer relationship satisfaction, customer relationship quality, and expectation of continuity. The results revealed that relationship benefits positively influence commitment, trust, satisfaction, and relationship quality; likewise, they influence customer expectation of continuity, except trust, which is not significant. The study provides recommendations for managers to maximize the advantages of the relationship to the expectation of continuity.

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Section: Results and Findingsmentioning

confidence: 99%

Do the customer relationship benefits influence expectation of continuity? Adoption of social customer relationship management to promote eco‐friendly products

Oluwajana

Adeshola

Olowu

2021

Journal of Public Affairs

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“…Another factor that determines customer satisfaction is a quality product. Product quality is an important factor in business management, both in the field of commodities and services (Diputra & Yasa, 2021), the customer's motive for using bank products is to solve problems (Fahmi et al, 2021), then customers are willing to give an assessment of services received in accordance with the proportion provided by the bank (Murdifin et al, 2021). Product quality will be purchased with a variety of consumer considerations, purchasing decisions are influenced by ideas such as; reliability, quality, durability, and durability of the product when used (Saleem et al, 2016).…”

Section: The Relationship Between Product Quality and Customer Satisf...mentioning

confidence: 99%

Purchase Decision Strategy Through Private Bank Customer Satisfaction: Product Quality, Product Price, And Service Quality

2022

Central European Management Journal

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The purpose of this study was to measure customer satisfaction at commercial banks. This study used a survey-based approach with quantitative descriptive analysis techniques, obtained multiple population samples from multiple private banks in his three provinces of Indonesia, and used questionnaires as data collection tools. I'm here. Respondents were selected using probabilistic sampling and systematic sampling techniques. Samples were randomly selected as reference data using interval measurements. The results showed that: Product quality has a positive effect on customer satisfaction. Product pricing has a significant impact on customer satisfaction. Service quality has a great impact on customer satisfaction. Customer satisfaction has a significant impact on purchasing decisions. Customer satisfaction influences purchase decisions for product quality, price and service quality. Limitations of this study and recommendations for further research are discussed below.

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“…Brand image berperan dalam membantu konsumen mempercayai kualitas produk. Brand image dianggap sebagai faktor kunci dalam pengambilan keputusan pembelian oleh pelanggan, serta dalam membentuk loyalitas jangka panjang terhadap perusahaan Zulharman & Utami (2020). dalam penelitiannya memperoleh hasil dimana brand image berpengaruh dan signifikan terhadap word of mouth.…”

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Indrayani,

Ketut Warmika

2024

EJMUNUD

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The culinary world is currently experiencing rapid growth, especially in the realm of beverages and ice cream as desserts & beverages. This has led to fierce competition among businesses to excel in their fields, including Massimo Gelato Restaurant. The aim of this research is to understand the role of brand love in mediating the influence of brand image on positive word of mouth. The study involved 130 respondents who are consumers of Massimo Gelato in Denpasar, and their responses were collected online through a Google Form. The path analysis technique was used for data analysis. The results of this research indicate that brand image has a positive and significant effect on positive word of mouth. Additionally, brand image has a positive and significant influence on brand love. Furthermore, brand love has a positive and significant impact on positive word of mouth. Moreover, brand love partially mediates the relationship between brand image and positive word of mouth for Massimo Gelato products. Keywords: Brand Image; Brand Love; Positive Word of Mouth; Massimo Gelato

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The Effect of Product Quality and Customer Trust on Customer Satisfaction and Its Implications on Customer Loyalty Pt. Bank Aceh Syariah, Jantho Branch, Aceh Besar District

Cited by 3 publications

References 5 publications

Do the customer relationship benefits influence expectation of continuity? Adoption of social customer relationship management to promote eco‐friendly products

Do the customer relationship benefits influence expectation of continuity? Adoption of social customer relationship management to promote eco‐friendly products

Purchase Decision Strategy Through Private Bank Customer Satisfaction: Product Quality, Product Price, And Service Quality

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