The Effects of Trust, Service Quality and Perceived Value on Satisfaction and Their Impact on Loyalty

Rico, Melitina Tecoalu, Soegeng Wahyoedi, Eka Desy Purnama

Abstract

The purpose of this research is to analyse the effect of trust, service quality and perceived value on satisfaction and their impact on customer loyalty. The samples of this research are 115 customers, and the questionnaire uses the method of data collection from the respondents chosen by the non-probability sampling method and purposive sampling technique. The data analysis technique which was used was quantitative analysis using Structural Equation Modelling (SEM) and Partial Least Squares (PLS). The results of the analysis demonstrate that Trust, Service Quality, and Perceived Value have a positive and significant effect on customer satisfaction. Satisfaction has a positive influence on customer loyalty and is an intervening variable that has a positive and significant impact on customer loyalty. Trust and Perceived Value have a positive effect on customer loyalty, while Service Quality does not have a positive effect on Loyalty directly.

Download


Paper Citation


in Harvard Style

Rico., Tecoalu M., Wahyoedi S. and Purnama E. (2018). The Effects of Trust, Service Quality and Perceived Value on Satisfaction and Their Impact on Loyalty.In Proceedings of the 7th International Conference on Entrepreneurship and Business Management - ICEBM Untar, ISBN 978-989-758-363-6, pages 325-330. DOI: 10.5220/0008492603250330


in Bibtex Style

@conference{icebm untar18,
author={Rico and Melitina Tecoalu and Soegeng Wahyoedi and Eka Desy Purnama},
title={The Effects of Trust, Service Quality and Perceived Value on Satisfaction and Their Impact on Loyalty},
booktitle={Proceedings of the 7th International Conference on Entrepreneurship and Business Management - ICEBM Untar,},
year={2018},
pages={325-330},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0008492603250330},
isbn={978-989-758-363-6},
}


in EndNote Style

TY - CONF

JO - Proceedings of the 7th International Conference on Entrepreneurship and Business Management - ICEBM Untar,
TI - The Effects of Trust, Service Quality and Perceived Value on Satisfaction and Their Impact on Loyalty
SN - 978-989-758-363-6
AU - Rico.
AU - Tecoalu M.
AU - Wahyoedi S.
AU - Purnama E.
PY - 2018
SP - 325
EP - 330
DO - 10.5220/0008492603250330