The Mediating Role of Customer Trust on Customer Loyalty

Nguyen, Nha; Leclerc, André; LeBlanc, Gaston

doi:10.4236/jssm.2013.61010

Cited by 119 publications

(117 citation statements)

References 90 publications

(132 reference statements)

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“…An identity and reputation of the company are able to create and boost consumer confidence, supported by the best service to consumers who will ultimately affect consumer loyalty in the long term [2]. Company with a good reputation is very useful in building consumer trust, the trust will affect the consumer's commitment to the company [22].…”

Section: Literaturementioning

confidence: 99%

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Service Quality and Reputation Toward Customer Trust in Life Insurance Corporation

Lisnawati¹,

Razati²,

Mulyani³

2016

Proceedings of the 2016 Global Conference on Business, Management and Entrepreneurship

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Abstract-The low of customer trust is discussed on insurance sector. Companies should pay attention to this aspect because trust plays an important role in the engagement of longterm relationship between company and consumers in insurance services. Zurich Gold Lion is one of the insurance company which has a problem with customer trust. This study aims to identify and measure the impact of service quality and reputation on customer trust. This research applies descriptive verification method and research data is collected from 150 respondents of Zurich Gold Lion customer by multiple regression analysis techniques. It is discovered that service quality and reputation positively affected customer trust, service quality positively affected 35,8% customer trust while reputation affected 7% on customer trust. In addition, a factor in building a good service quality is the quality of interaction between service provider and customer, while the workplace environment is a factor in creating perceptions of the customer to the company's reputation.

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Section: Literaturementioning

confidence: 99%

“…High level of trust in agreement is very needed because it will be done for a long period of time. Creating a good relationship with customers and increasing the trust is the key to influence customers' perception toward company [2].…”

Section: Introductionmentioning

confidence: 99%

Service Quality and Reputation Toward Customer Trust in Life Insurance Corporation

Lisnawati¹,

Razati²,

Mulyani³

2016

Proceedings of the 2016 Global Conference on Business, Management and Entrepreneurship

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“…An election process can thus be viewed as the purchase process, the voter as the buyer and the political party as the product. In marketing, the role played by trust in developing and maintaining relationships during exchange processes, such as buyer-seller relationships is pivotal (Rachmat, 2010;Nguyen, Leclerc & LeBlanc, 2013). According to Chinomona and Dubihlela (2014), trust has become important in many business decisions involving uncertainty and dependence and for consumers to trust a product, they must possess enough product information and must have experienced the product on a number of occasions.…”

Section: Voter Trustmentioning

confidence: 99%

“…If the product successfully meets the stated expectations and promises, the consumers are satisfied and when it exceeds the expectations, the consumers become happy and trust is strengthened (Kotler et al, 2009), (Ahmed, et al, 2011). These expectations are based on the company's competence, integrity and benevolence (Nguyen, Leclerc, & LeBlanc, 2013). Competence refers to ability and expertise and in a customer's view, it signals the company's capacity to run the business effectively and live up to the customer's expectations.…”

Section: Voter Trustmentioning

confidence: 99%

The Influence of Political Marketing Using Social Media on Trust, Loyalty and Voting Intention of the Youth of South Africa

Dabula¹

2017

BSSJ

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South Africa has witnessed a decline in youth voter turnout. Consequently, political parties are employing marketing strategies that aim to appeal to the young voter, such as social media. Notwithstanding the increasing studies on social media in political marketing, there is a dearth of such research in South Africa. Furthermore, no studies have explored the influence of political marketing using social media on voter trust, loyalty and voting intention of the youth in the South African political context. This research intends to contribute to the increasing body of research on the efficacy of political marketing using social media by political parties in South Africa to engage with the youth and improve their election turn out. The two main research objectives are to establish the influence of political marketing using social media and on voting intention, with voter trust and voter loyalty as mediators and to determine which mediator (voter trust or voter loyalty) has the strongest influence on the outcome variable (voting intention). Using a data set of 250 respondents, between the ages of 18 and 35 years, from Gauteng Province in South Africa, this study examines these relationships. The study outcome is that all the five hypotheses are supported. The results indicate that the relationship between political marketing using social media and voter trust, political marketing using social media and voter loyalty, voter trust and voter loyalty, voter trust and voting intention and voter loyalty and voting intention are all positive in a significant way. The research paper discusses both academic, political party and marketer's implications of the results and future research directions are suggested.

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“…However, the success of a brand to sustain in the industry does not only depend on branding strategy such as brand experience but also to gain customer trust. Brand trust has been argued as one of the important predictor of customer loyalty in the marketing literature (Belaid & Behi, 2011;Bowen & Shoemaker, 1998;De Chernatony, 1999;Lau & Lee, 1999;Morgan & Hunt, 1994;Nguyen et al, 2013;Sahin et al, 2011;Sung & Kim, 2010). According to reliable foodservice industry report, gaining customer loyalty is the main success factor for a business to sustain over time (FCSI, 2012).…”

Section: Introductionmentioning

confidence: 99%

Brand Experience, Trust Components, and Customer Loyalty: Sustainable Malaysian SME Brands Study

Ong¹,

Salleh²,

Yusoff³

2015

ASS

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Small and medium enterprises (SMEs) have been competing for survival in the business arena among established organizations. Competitive foodservice business today requires a unique and lasting brand experience to capture customer loyalty. Despite that, earning customer trust is vital to ensure ongoing revenue and profit for business sustainability. Due to the significance contribution from SMEs in the service sector to the nation economy, this study will examine the relationship between brand experience, trust dimensions (i.e. intentions and reliability), and customer loyalty on sustainable SME brands in Malaysia. Data were collected from 220 customers through intercept survey method. The result from SmartPLS 2.0 analysis provides significant support for every direct path between brand experience, intentions, reliability, and brand loyalty. Meaningful insights from the result are provided for SME owner-managers at the discussion section.

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The Mediating Role of Customer Trust on Customer Loyalty

Cited by 119 publications

References 90 publications

Service Quality and Reputation Toward Customer Trust in Life Insurance Corporation

Service Quality and Reputation Toward Customer Trust in Life Insurance Corporation

The Influence of Political Marketing Using Social Media on Trust, Loyalty and Voting Intention of the Youth of South Africa

Brand Experience, Trust Components, and Customer Loyalty: Sustainable Malaysian SME Brands Study

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