Service Quality and Its Relation to Customer Trust and Loyalty

Lisa Binti Harun, Herlina

2022

Abstract

A consumer’s perception of the quality of services offered is an essential aspect of consumer perception, which influences consumer satisfaction.Services have a strong relation to quality. A better quality service will give a better image in consumers’ perception and improve their overall well-being. The improvement later would lead to their trust and loyalty. The study aims to analyze the relationship between service quality and consumer trust and loyalty in PT. Telkom Nunukan branch. The approach of the study uses a quantitative with an explanatory survey method. It can be concluded that service quality positively and significantly impacts customer trust and loyalty.

Paper Citation

in Harvard Style

Harun L. and Herlina. (2022). Service Quality and Its Relation to Customer Trust and Loyalty. In Proceedings of the 5th International Conference on Applied Science and Technology on Engineering Science - Volume 1: iCAST-ES; ISBN 978-989-758-619-4, SciTePress, pages 142-147. DOI: 10.5220/0011729500003575

in Bibtex Style

@conference{icast-es22,
author={Lisa Binti Harun and Herlina},
title={Service Quality and Its Relation to Customer Trust and Loyalty},
booktitle={Proceedings of the 5th International Conference on Applied Science and Technology on Engineering Science - Volume 1: iCAST-ES},
year={2022},
pages={142-147},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0011729500003575},
isbn={978-989-758-619-4},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 5th International Conference on Applied Science and Technology on Engineering Science - Volume 1: iCAST-ES
TI - Service Quality and Its Relation to Customer Trust and Loyalty
SN - 978-989-758-619-4
AU - Harun L.
AU - Herlina.
PY - 2022
SP - 142
EP - 147
DO - 10.5220/0011729500003575
PB - SciTePress