Moderating and Mediating Role of Trust on Relationship between Servqual andSatisfaction in Delivery Service
Journal Title: Journal of Economics, Finance and Management Studies - Year 2021, Vol 4, Issue 06
Abstract
This study aims to examine the trust as a moderating and mediating variable on the effect of servqual on customer satisfaction. The data in this study were collected from students of the Faculty of Economics, Halu Oleo University, Kendari City, Indonesia, totaling 127 as respondents who used delivery services to three providers, namely; Grab, Maxim, and Kukurio. The sampling technique used is purposive sampling. Data was collected using a research instrument with google form via Whatsapp. The collected data was then analyzed using Partial Least Squared (PLS) to test the research models developed in this study. The results of the study provide information that servqual has a significant effect on trust, servqual has a significant effect on customer satisfaction, and trust also has a significant effect on customer satisfaction. The test results also show that trust can strengthen the effect of servqual on customer satisfaction, and trust can also mediate the indirect effect of servqual on customer satisfaction.
Authors and Affiliations
Sudirman Zaid, Alida Palilati, Rahmat Madjid, Juharsah, Nursaban Rommy Suleman
Keywords
Related Articles
- EP ID EP696970
- DOI 10.47191/jefms/v4-i6-20
- Views 94
- Downloads 0
The Effect of Work Environment and Self Efficacy on Work Life Balance Mediated by Eustress on Employees of Bank Bni, Padang Branch
This study aims to analyze the effect of work environment and self-efficacy on work life balance mediated by eustress in Bank BNI Padang Branch employees. The type of research used in this research is explanatory researc...
What Drives Behavioral Intention to Use Investment Applications?
The purpose of this study is to predict and explain behavioral intentions and use of behaviour investment applications in Buleleng using TRA. Data were collected by pick-up survey with purposive sampling method and snowb...
The Effect of Workload, Authoritarian Leadership, and Career Burnout on Work Loyalty and Employee Performance at PT Doran Sukses Indonesia
This study aims to examine the effect of workload, authoritarian leadership and career burnout on work loyalty and employee performance at PT Doran Sukses Indonesia, which has recently experienced an increase in employee...
The Influence of Motivation and Compensation on Employee Performance at Pt Unisadhuguna with Job Satisfaction Mediation
This study aims to 1) determine the effect of motivation on employee performance, 2) determine the effect of compensation on employee performance, 3) determine the effect of motivation on employee job satisfaction, 4) de...
Economic Valuation of Forest Resources from Drinking Water Customers’ Point of View: a Contingent Valuation Method Application
One of the steps taken to maintain and rehabilitate forest resources is to raise conservation funds from drinking water customers, which can be packaged in an environmental services payment scheme or PES. By taking the c...