The moderating effects of corporate image: the influence of service quality and trust on purchase intention (original) (raw)

Influence of Brand Images, Service Quality, Trust on Customer Satisfaction and Customer Loyality

ijbmm, 2019

This study aims to analyze the influence of brand image, service quality, trust on customer satisfaction and customer loyalty at PT PrismaHarapan. The survey method used a questionnaire. This research was conducted by distributing questionnaires to 121 customers who used the services of PT PrismaHarapan. The observation results were be analyzed using The Structural Equation Modeling (SEM) of the AMOS statistical software package. SEM-AMOS was used in the model and hypothesis testing. The results showed that brand image has a significant effect on customer loyalty through customer satisfaction, service quality has a significant effect on customer loyalty through customer satisfaction and trust has a significant effect on customer loyalty through customer satisfaction. The conclusion of this study proved that customer satisfaction has a role as a mediating variable between brand image, service quality and trust in customer loyalty.

Service quality Augments Brand Loyalty: Mediating Role of Brand Trust and Moderating Impact of Corporate Image (Empirical Evidence among Customers from Bangladeshi Ready Made Garments- RMG Industry)

2020

Brad management is one of the primary task of the management that brings popularity, sales enhancement, team morale, competitive advantage and standalone sign which keeps firm at the abreast of the industry. With an aim to testify the mediating role of brand trust on the relationship between service quality and brand loyalty, a sample of 384 customers were collected through incept approach through structured and self administrated questionnaire. SPSS and SmartPLS have been implied for the analysis purposes and structural equation modeling was considered to testify the developed hypotheses. It was found that the service quality has significant positive impact on both brand trust and brand loyalty. Brand trust found mediator between service quality and brand loyalty while brand trust is found moderating the relationship between brand trust and brand loyalty. From the academic perspective, this study contributed towards the theory of planned behavior in the context of Ready Made Garmen...

Analysis of the Influence of Service Quality, Price, Trust and Corporate Image on Satisfaction and Customer Loyalty in Pt. Pos Indonesia Banjarmasin

European journal of management, 2019

This study aims to examine and analyze the influence of service quality, price, trust, and corporate image on satisfaction and customer loyalty in PT. Pos Indonesia Banjarmasin. Samples were selected by purposive sampling method and after the outlier test conducted on the 128 respondents, 119 respondents who participated in this study were obtained. Next, hypothesis testing using SEM-GeSCA was done. The research result indicates that there are six hypotheses which are significant; namely the influence of service quality on satisfaction, the influence of service quality on customer loyalty, the influence of price on satisfaction, the influence of trust on satisfaction, the influence of corporate image on satisfaction and the influence of satisfaction on customer loyalty. However, there are three hypotheses that are not significant: the influence of price on customer loyalty, the influence of confidence on customer loyalty, and the influence of corporate image on customer loyalty. Art...

Customer Decision Factors to Choose Kredit Usaha Rakyat (KUR) Based on Company Image and Service Quality Mediated with Customer Trust in PT. Bank Negara Indonesia (PERSERO) TBK. Banyuwangi Branch Office

This research objective was to know The Customer Decision Factors to choose Kredit Usaha Rakyat (KUR) based on Company Image and The Service Quality mediated with Customer Trust in PT. Bank Negara Indonesia (Persero) Tbk. Banyuwangi Branch Office. This research used Explanatory Research Method. The population in this research were all the customer of Kredit Usaha Rakyat (KUR) PT. Bank Negara Indonesia (Persero) Tbk. Banyuwangi Branch Office on 31st December 2023, the total is 3.633 customers. Researchers used the Simple Random Sampling Method or Random Sampling. The determination of the sample size used by the author in this research is based on the Slovin Method as a measuring tool for calculating sample size so that research can be made easier. The number of research samples was determined using the Slovin Formula with α = 10%. This study used 200 respondents to avoid answers to the questionnaire that had been distributed to respondents not being as expected. The data analysis method used Structural Equation Modeling (SEM) with the SmartPLS Application. The research results showed that Company Image influences Customer Trust. Service Quality influenced Customer Trust. Company Image influenced Customer Decisions. Service Quality influences Customer Decisions. Customer Trust influences Customer Decisions. Customer Trust mediated the influenced of Company Image on Customer Decisions. Customer Trust mediated the influence of Service Quality on Customer Decision.

Analysis of Service Quality, Image,Promotion,Trust and Customer Loyalty

IOSR Journals, 2019

Loyal customers can benefit the company so that it can support the sustainability of the company. For this reason, the factors determining customer loyalty need attention. Therefore, research is needed on the factors determining customer loyalty which aims at finding out the influence of service quality, image, and promotion partially toward customer trust and loyalty; the influence of trust toward patient loyalty in private hospitals in Banten Province. This study used 220 patients in 8 private hospitals in Banten as respondents who were randomly selected. The analysis was carried out using structural equation models (SEM) and processed using the Lisrel 8.80 program. The results of the study prove that the quality of service, promotion, and image of each hospital has effect on patient trust and loyalty; trust has effect on patient loyalty. There are 3 paths, but the dominant path is the path of image-trust-customer loyalty.

The Effects of Service Quality, Image and Trust on Satisfaction and Its Impact on Syari’ah Bank Customer Loyalty in Palembang

Business and Economic Research

The purpose of this study was to analyze the effects of service quality, image and trust in satisfaction and its impact on Syari’ah Bank customer loyalty in Palembang, Province of South Sumatra. The research design in this study used causal analysis which explained correlation variables of 3 Syari’ah Banks with 250 people as banking clients in Palembang. The sample selection used simple random sampling. This dissertation draft used primary data from questionnaire filled out by the respondents. The method of research used descriptive statistics and Structural Equation Modeling (SEM). The results showed that the customer satisfaction had significant impact on customer loyalty, customer trust had significant impact on customer satisfaction, customer trust had not significant impact on customer loyalty, service quality had significant impact on customer trust, service quality has significant impact on customer satisfaction, service quality had significant impact on customer loyalty, ser...

The Effect of Customer Trust and Company Image on Customer Satisfaction and Customer Loyalty in Indonesia Classification Bureau in Samarinda

International Journal of Economics, Business and Accounting Research (IJEBAR), 2020

This study aims to determine the effect of customer trust and company image on customer satisfaction and customer loyalty at the Indonesian Classification Bureau. The population in this study were customers of PT BKI with a total of 95 respondents. The method of data collection is done by giving a list of questions or questionnaires to respondents who are customers at PT BKI, where the questionnaire is distributed to these customers. This study uses a data analysis tool that is partial Least Square (PLS), then this study uses the analysis method of structural equation models or Path Analysis to determine the causal relationship between latent variables contained in structural equations. The tool used in data processing using the Smart PLS program. The results of this study indicate that 1) customer trust has a significant effect on customer satisfaction, 2) company image has a significant effect on customer satisfaction, 3) customer trust has a significant effect on customer loyalty...

Analysis of the Effect of Service Quality on Corporate Image and Service Usage Decisions at PT. Biro Klasifikasi Indonesia (Persero)

International Journal of Review Management Business and Entrepreneurship (RMBE), 2021

This study aims to determine the effect of service quality (X1) on corporate image (X2) and service usage decision (Y) of PT. Biro Klasifikasi Indonesia (Persero). The research approach taken is quantitative. The sampling technique used was non probability sampling with purposive sampling method. The number of samples in this study were 90 respondents with the criteria of consumers who have registered ships at PT. Biro Klasifikasi Indonesia and also has vessels registered with foreign classification agencies. The data collection method in this study used a questionnaire measured using a Likert scale and the data collected were analyzed Structural Equation Modelling with Partial Least Square. The program used is SmartPLS 3.0. Based on the results of the analysis that has been done, it is known that service quality has a positive and significant effect on the corporate image of PT. BKI, service quality has a positive and significant effect on the decision to use PT. BKI and corporate ...