The Effect of Service Quality and Satisfaction on Loyalty Mediated by Trust in Bank Aceh Action Mobile Service Users

Deddi Kurniawan, Muhammad Adam, & Mukhlis*
Management Department, Universitas Syiah Kuala, Indonesia
DOI – http://doi.org/10.37502/IJSMR.2023.6304

Abstract

This research aims to examine the service quality (Servqual) and satisfaction effect on loyalty mediated by trust in Bank Aceh Action Mobile Service Users. This research was conducted on Bank Aceh Syariah (BAS). The population was all Bank Aceh Action Mobile Service Users. The sample used was 200 people based on Structural Model (SEM) test requirement. The results show on Bank Aceh Action Mobile Service Users, Servqual affects trust, Satisfaction affects trust, Servqual affects loyalty, Satisfaction affects loyalty, Trust affects loyalty, Servqual affects loyalty thru trust, and Servqual affects loyalty thru trust. This finding also explains that trust is a partial mediator in the model. The findings also underlie that the model for increasing user loyalty in Action Mobile in Banda Aceh is a function of increasing Servqual and satisfaction so that it can increase the trust of its users.

Keywords: Service Quality, Satisfaction, Trust, Loyalty

References

  • Amin, M., Isa, Z., & Fontaine, R. (2011). The role of customer satisfaction in enhancing customer loyalty in Malaysian Islamic banks. Service Industries Journal, 31(9), 1519–1532. https://doi.org/10.1080/02642060903576076
  • Amin, M., Isa, Z., & Fontaine, R. (2013). Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, 31(2), 79–97. https://doi.org/10.1108/02652321311298627
  • Bank Aceh. (2021). Action. Bank Aceh.
  • Chao, R., Wu, T.-C., & Yen, W.-T. (2015). The Influence of Service Quality, Brand Image, and Customer Satisfaction on Customer Loyalty for Private Karaoke Roomsin Taiwan. The Journal of Global Business Management, 11(1), 59–67.
  • Hair, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.). New York: SAGE Publications, Inc.
  • Haron, R., Abdul Subar, N., & Ibrahim, K. (2020). Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust. Islamic Economic Studies, 28(1), 3–23. https://doi.org/10.1108/ies-12-2019-0041
  • Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? Journal of Interactive Marketing, 18(1), 38–52. https://doi.org/10.1002/dir.10073
  • Hsu, M. H., Chang, C. M., Chu, K. K., & Lee, Y. J. (2014). Determinants of repurchase intention in online group-buying: The perspectives of DeLone & McLean is success model and trust. Computers in Human Behavior, 36, 234–245. https://doi.org/10.1016/j.chb.2014.03.065
  • Kemp, S. (2020). Digital 2020: Indonesia. Https://Datareportal.Com/Reports/Digital-2020-Indonesia, 92. Retrieved from https://datareportal.com/reports/digital-2020-indonesia
  • Kotler, Philip & Keller, K. L. (2015). Manajemen Pemasaran (13th ed.). Jakarta: Erlangga.
  • Madjid, R. (2013). Customer Trust as Relationship Mediation Between Customer Satisfaction and Loyalty At Bank Rakyat Indonesia ( BRI ) Southeast Sulawesi. The International Journal Of Engineering And Science, 2(5), 48–60.
  • (2018). Market Research Companies Directory. Retrieved from https://www.market-research-companies.in/Indonesia/MARS-Indonesia
  • Mothersbaugh, H. &. (2013). Consumer Behavior: Building Marketing Strategy. New York: McGraw-Hill.
  • Mowen, J.C., & Minor, M. (2012). Consumer behavior. Jakarta: Erlangga.
  • Nurastuti, W. (2011). Banking Technology. Yogyakarta: Graha Ilmu.
  • Rasheed, F. A., & Abadi, M. F. (2014). Impact of Service Quality, Trust and Perceived Value on Customer Loyalty in Malaysia Services Industries. Procedia – Social and Behavioral Sciences, 164(August), 298–304. https://doi.org/10.1016/j.sbspro.2014.11.080
  • Saghier, Niveen El & Nathan, D. (2013). Service Quality Dimensions and. Customers’ Satisfactions of Banks in Egypt. Proceedings of 20th International Business, ISBN: 978-.
  • Schiffman, L. G. & J. L. W. (2015). Consumer Behavior (Global Edi). Courier Kendallville: Pearson Education Limited.
  • Sulfiana, E. (2020). Application of the Mobile Banking System in Improving Customer Service of the New Branch of Bank Sulselbar. Institut Agama Islam Negeri Parepare.
  • Tabrani, M., Amin, M., & Nizam, A. (2018). Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships. International Journal of Bank Marketing, 36(6). https://doi.org/10.1108/IJBM-03-2017-0054
  • Tirtana, I., & Sari, P. S. (2014). Analysis of the influence of perceived usefulness perceived convenience and trust in the use of mobile banking. Prosiding Seminar Nasional Dan Call for Paper Program Studi Akuntansi-FEB UMS, 25, 671–688.
  • Tjiptono, F. & G. C. (2016). Service, Quality dan Satisfaction (4th ed.). Yogyakarta: Andi Offset.
  • Tuten, T., & Solomon, M. R. (2017). Social Media Marketing – Tracy L. Tuten, Michael R. Solomon. In 2017.
  • Upamannyu, N. K. (2013). Effect of Brand trust, Brand affect and Brand Image on customer Brand Loyalty and consumer Brand Extension attitude In FMCG sector. Scholar World-IRMJCR, 2(2). https://doi.org/ISSN 2320-3145.
  • Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Thiam Hock, R. L., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63(August), 102721. https://doi.org/10.1016/j.jretconser.2021.102721
  • Wakhidah, E. N., & Haryanto, B. (2017). How the Loyalty of Expedition Business Can Be Formed Through Trust and Satisfaction. Sebelas Maret Business Review, 2(1), 10–24. https://doi.org/10.20961/smbr.v2i1.11678
  • Yang, C. C., & Chao, C. C. (2017). How relationship marketing, switching costs, and service quality impact customer satisfaction and loyalty in Taiwan’s airfreight forwarding industry? Transportmetrica A: Transport Science, 13(8), 679–707. https://doi.org/10.1080/23249935.2017.1321696
  • Yildiz, E. (2017). Effects of service quality on customer satisfaction, trust, customer loyalty and word of mouth: An application on cargo companies in Gümüşhane. Global Journal of Economics and Business Studies, 6(12), 81–88.
  • Zarei, E., Khabiri, R., Arab, M., & Daneshkohan, A. (2015). The effect of hospital service quality on patient’s trust. Iranian Red Crescent Medical Journal, 17(1), 1–5. https://doi.org/10.5812/ircmj.17505
  • Zeithaml, V. A. M. J. B. & D. D. G. (2013). Service Marketing (6.). Singapore: McGraw-Hill.