THE EFFECT OF CUSTOMER SATISFACTION ON TRUST AND CUSTOMER LOYAL

##plugins.themes.academic_pro.article.sidebar##

Published Sep 19, 2019
Download
PDF
Statistic
Vol. 3 No. 2 (2019)

##plugins.themes.academic_pro.article.main##

Didit Darmawan
Universitas Mayjen Sungkono Mojokerto

Abstract

This study presents an empirical study of the effect of customer satisfaction on customer trust and loyalty variables. Banking in Indonesia like other businesses must compete by offering competitive services. Many banks seem to use strategies to communicate different services and attractive interest rates. it aims to attract new customers and retain loyal customers. This research was conducted to explore customers in Surabaya and Sidoarjo and how they behave after becoming customers of a bank. Banks may consider learning more about consumer behavior to communicate more effectively. In order for banks to compete effectively, they must understand what motivates consumers. One of the basic principles of marketing is that a product or service must satisfy the wants and needs of consumers. The purpose of this study is to study the concepts of customer satisfaction and propose three hypotheses about how customer satisfaction affects trust and loyalty. The results of the study show that customer satisfaction has a significant influence on customer trust and loyalty.

##plugins.themes.academic_pro.article.details##

References

  1. Aaker, David. A. 1996. Building Strong Brand. Simon & Schuster Inc., 1230 Avenue of the Americas, New York, 10020, United States of America
  2. Anderson, Eugene W., Fornell, Claes., Donald R. Lehman. 1994. “Customer Satisfaction, Market Share, and Profitability : Finding from Swedenâ€, Journal of Marketing, Vol.58. July, pp. 53-65
  3. Belk, Russel. W. 1985. “Issues in the Intention-Behavior Discrepancyâ€, Research in Consumer Behavior, Vol. 1, pp 1-34
  4. Engel, James. F., Roger D. Blackwell & Paul. W. Miniard. 1994. Perilaku Konsumen. Edisi Ke-6. Binarupa Aksara, Jakarta, Indonesia
  5. Eriksson, Kent & Lofmarck Vaghult. 2000. “Effects on New Customer Acquisition by Retained Customers in Professional Servicesâ€. 16th IMP Conference, Bath.
  6. Fournier S. & Mick D.G. 1999. “Rediscovering Satisfactionâ€, Journal of Marketing, Vol. 63, October, pp 5-23
  7. Hoch, S.J. & Deighton J. 1989. “Managing What Customers Learn from Experienceâ€, Journal of Marketing, Vol. 53, April, pp. 1-20
  8. Johnson, D., & Grayson, K. (2005). “Cognitive and affective trust in service relationshipsâ€. Journal of Business Research, Vol 58, 500-507.
  9. Kotler, Philip, Kevin Lane Keller. 2012. Marketing Management, 14th Edition United States of America : Pearson
  10. Kotler, Philip dan Armstrong, Gary. 2012. Principles of Marketing. New Jersey: Prentice Hall.
  11. Koupai, Rezai Mona., Zahra Alipourdarvish., Soheila Sardar. 2015. “Effect of Trust and Perceived Value on Customer Loyalty by Mediating Role of Customer Satisfaction and Mediating Role of Customer Habit (Case Study: Agricultural Internet Bank Customer in Tehran)â€. Advanced Social Humanities and Management, Vol.2, No.1, Pp. 102-112
  12. Levitt’s, Theodore. 1960. “Marketing Myopiaâ€, Harvard Business Review, Juli-Agustus. pp. 45-56
  13. Mariotti, John. 2003. Marketing. Prestasi Pustakaraya, Jakarta, Indonesia
  14. McCarthy, E. Jerome & William D. Perreault. 1984. Basic Marketing : A Managerial Approach. 8th edition. Richard D. Irwin Inc., Homewood Illinois, 60430, United States of America
  15. Mohsan, Faizan., Muhammad Musarrat Nawaz., M. Sarfaz Khan., Zeeshan Shaukat & Nauman Aslam. 2011. “Impact of Customer Satisfaction on Customer Loyalty and Intention to Switch: Evidence from Banking Sector of Pakistanâ€. International Journal of Business and Social Science. Vol.2, NO.16, Pp.263-270
  16. Pedersen, P.E. & Nysveen Herbjorn. 2000. “Shopbot Banking : An Experimental Study of Customer Satisfaction and Loyalty†on per.pedersen@hia.no. or herbjorn.nysveen@nhh.no
  17. Rauyruen, Papassapa., Kenneth E. Miller, & Nigel J Barrett (2007), “Relationship Quality as a Predictor of B2B Customer Loyalty,†School of Marketing, University of Technology, Sydney, 1-15.
  18. Reichheld, Frederick. F. 1996. The Loyalty Effect. Harvard Business School Press, Boston, United States of America
  19. Reichheld, Frederick. F. 1993. “Loyalty-Based Managementâ€, Harvard Business Review, March-April
  20. Reichheld, Frederick. F., & Earl. Sasser. Jr. 1990. “Zero Defections: Quality Comes to Servicesâ€, Harvard Business Review, September-October
  21. Sheth, J.N & Banwari Mittal. 2004. Customer Behaviour: A Managerial Perspective. 2nd edition. OH: Thomson South-Western.
  22. Singh, Jagdip., & Deepak Sirdashmukh. 2000. “Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgementsâ€, Journal of the Academy of Marketing Science, Vol.28, pp. 150-167
  23. Simona & Mihaela TRIF. 2013. “The Influence of Overall Satisfaction and Trust on Customer Loyaltyâ€. Management & Marketing Challenges for the Knowledge Society. Vol.8, No.1, Pp.109-128
  24. Solomon, Michael. R. 2002. Consumer Behavior. 5th edition. Prentice Hall Inc., Upper Saddle River, New Jersey, 07458, United States of America
  25. Spreng, Richard A., Scott B. MacKenzie & Richard W. Olshavsky. 1996. “A Reexamination of the Determinants of Customer Satisfaction â€, Journal of Marketing, July, pp. 15-32
  26. Tellis G.J. 1988. “Advertising Exposure, Loyalty, and Brand Purchase: A Two-Stage Model of Choiceâ€, Journal of Marketing Research, Vol. XXV, May, pp 134-44
  27. Wilson, Jerry. R. 1991. Word-of-Mouth Marketing. John Wiley & Sons Inc. Canada
  28. Yoopetch, Chanin & Randall Shannon. 2001. “Exploring Consumer Level Factors Related to Banking in Thailand, †The University of the Thai Chamber of Commerce, Thailand