PENGARUH KEPERCAYAAN NASABAH PADA LOYALITAS NASABAH MELALUI KETERLIBATAN NASABAH DAN KEPUASAN NASABAH PADA PT ASURANSI SINAR MAS
DOI:
https://doi.org/10.59689/rp.v2i1.81Keywords:
Trust, Customer Engagement, Customer Satisfaction, Customer LoyaltyAbstract
This study aims to explore and provide empirical evidence of the
effect of trust, customer engagement, and customer satisfaction
on customer loyalty. The direct effect of trust on customer
loyalty. The effect of trust on customer loyalty through customer
involvement and customer satisfaction as a mediating variable.
Sampling using purposive sampling method with determining
the number of samples as many as 155 respondents with a
minimum age limit of 18 years and can make decisions as well
as respondents who use the Sinar Mas online application in the
DKI Jakarta area. The number of statements submitted to
respondents was 31 statements, consisting of 10 customer
engagement statements, 6 customer satisfaction statements.
Data analysis techniques used in this study consisted of, validity
test, reliability test, classical assumption test, descriptive
analysis. and path analysis. The result of the research based on
the path analysis test is that trust has a direct influence on
customer engagement. Customer involvement has a direct effect
on customer satisfaction. Trust, customer involvement, and
customer satisfaction have a direct effect on customer loyalty.
The indirect effect of trust on loyalty through the mediating
variable of customer involvement has a significant effect. The
indirect effect of trust on customer loyalty through the
mediating variable of customer involvement and customer
satisfaction has a significant effect.
Downloads
References
Abbas, M., Gao, Y., & Shah, S. S. H. (2018). CSR and customer outcomes: The mediating role of customer engagement. Sustainability (Switzerland), 10(11). https://doi.org/10.3390/su10114243
Abrams, L. C., Cross, R., Lesser, E., & Levin, D. Z. (2003). Nurturing interpersonal trust in knowledge-sharing networks. Academy of Management Executive, 17(4), 64–77. https://doi.org/10.5465/AME.2003.11851845
Agyei, J., Sun, S., Abrokwah, E., Penney, E. K., & Ofori-Boafo, R. (2020). Influence of Trust on Customer Engagement: Empirical Evidence From the Insurance Industry in Ghana. SAGE Open, 10(1). https://doi.org/10.1177/2158244019899104
Akbar, M. M., & Parvez, N. (2009). IMPACT OF SERVICE QUALITY , TRUST , AND CUSTOMER Mohammad Muzahid Akbar and Noorjahan Parvez. ABAC Journal, 29(1), 24–38.
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
Anderson, E. W., & Sullivan, M. W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12(2), 125–143. https://doi.org/10.1287/mksc.12.2.125
Ángeles Oviedo-García, M., Muñoz-Expósito, M., Castellanos-Verdugo, M., & Sancho-Mejías, M. (2014). Metric proposal for customer engagement in Facebook. Journal of Research in Interactive Marketing, 8(4), 327–344. https://doi.org/10.1108/JRIM-05-2014-0028
Athanassopoulos, A., Gounaris, S., & Stathakopoulos, V. (2001). Behavioural responses to customer satisfaction: an empirical study. European Journal of Marketing, 35(5/6), 687–707. https://doi.org/10.1108/03090560110388169
Awad, N. F., & Ragowsky, A. (2008). Establishing trust in electronic commerce through online word of mouth: An examination across genders. Journal of Management Information Systems, 24(4), 101–121. https://doi.org/10.2753/MIS0742-1222240404
Ballantyne, D. (2006). Three perspectives on service management and marketing: Rival logics or part of a bigger picture? Journal of Services Marketing, 20(1), 73–79. https://doi.org/10.1108/08876040610646590
Baron, N. &. (2007). Online Communities : Conceptualizing the Online Social Network. Journal of Interactive Marketing, 21(3), 2–20. https://doi.org/10.1002/dir
Baumann. (2012). 기사 (Article) 와 안내문 (Information) [. The Eletronic Library, 34(1), 1–5.
Berry, L. L. (1995). Relationship Marketing of Services: Growing Interest, Emerging Perspectives. Handbook of Relationship Marketing, 23(4), 149–170. https://doi.org/10.4135/9781452231310.n6
Bowden, J. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 17(1), 63–74. https://doi.org/10.2753/MTP1069-6679170105
Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271. https://doi.org/10.1177/1094670511411703
Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An exploratory analysis. Journal of Business Research, 66(1), 105–114. https://doi.org/10.1016/j.jbusres.2011.07.029
Cacioppo. (2000). Measuring Consumer Satisfaction with Consumer Protection Agencies-Insights from Complainants to CPA Offices in Anambrah State. International Journal of Small Business and Entrepreneurship Research, 1(3), 12–28.
Caruana, A. (2002). Service loyalty. European Journal of Marketing, 36(7/8), 811–828. https://doi.org/10.1108/03090560210430818
Cazier, J. A., Shao, B. B. M., & Louis, R. D. S. (2007). Sharing information and building trust through value congruence. Information System Frontie, 9(5), 515–529. https://doi.org/10.1007/s10796-007-9051-6
Cazier, J. (2007). A Framework and Guide for Understanding the Creation of Consumer Trust. Journal of International Technology and Information Management, 16(2), 4.
Chai. (2015). 기사 (Article) 와 안내문 (Information) [. The Eletronic Library, 34(1), 1–5.
Chai, S., & Kim, M. (2010). What makes bloggers share knowledge? An investigation on the role of trust. International Journal of Information Management, 30(5), 408–415. https://doi.org/10.1016/j.ijinfomgt.2010.02.005
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance : ... Journal of Marketing, 70(01), 34–49.
Cronin, J., J., & Taylor, S., A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68.
Dwivedi, A. (2015). A higher-order model of consumer brand engagement and its impact on loyalty intentions. Journal of Retailing and Consumer Services, 24(C), 100–109. https://doi.org/10.1016/j.jretconser.2015.02.007
Edvardsson, B., Johnson, M. D., Gustafsson, A., & Strandvik, T. (2000). The effects of satisfaction and loyalty on profits and growth: Products versus services. Total Quality Management, 11(7), 917–927. https://doi.org/10.1080/09544120050135461
Flavián, C., Guinalíu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information and Management, 43(1), 1–14. https://doi.org/10.1016/j.im.2005.01.002
Fullerton, G. (2011). Creating advocates: The roles of satisfaction, trust and commitment. Journal of Retailing and Consumer Services, 18(1), 92–100. https://doi.org/10.1016/j.jretconser.2010.10.003
Gefen, D., Karahanna, E., & Straub, D. W. (2003). TRUST AND TAM IN ONLINE SHOPPING: AN INTEGRATED MODEL1 By: Trust and TAM in Online Shopping: An Integrated Model., 1(1), 51–90.
Ghazali, P. L., Mamat, M., Mohamed, S. B., Ahmad, W. M. A. W., & Rashid, N. (2018). Analysis of the Acceptance of Newly Constructed Takaful Education Plan for Learning Disabled Children among Public. International Journal of Academic Research in Business and Social Sciences, 8(11), 1413–1420. https://doi.org/10.6007/ijarbss/v8-i11/5200
Habibi, M. R., Laroche, M., & Richard, M. O. (2014). The roles of brand community and community engagement in building brand trust on social media. Computers in Human Behavior, 37, 152–161. https://doi.org/10.1016/j.chb.2014.04.016
Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
Hallowell. (1996a). The Relationships of Customer Satisfaction, Customer Loyalty, and Profitability: an Empirical Study. International Journal of Service Industry Management, 7(4), 27–42. http://dx.doi.org.ezproxy.psz.utm.my/10.1108/09564239610129931
Hallowell, R. (1996b). The relationships of customer satisfaction , customer loyalty , and profitability : an empirical study.
Hawkins. (2015). The impact of loneliness on quality of life and patient satisfaction among older, sicker adults. Gerontology and Geriatric Medicine, January-December. https://doi.org/10.1177/2333721415582119
Heskett. (1997). a Review Paper on Service Profit Chain. Business Review (Gbr), 1466(January 2014). http://gkv.ac.in/fwd/GBR09.pdf#page=18%5Cnpapers3://publication/uuid/C6A54228-AF17-47BC-B1CB-70366E9ABE39
Hollebeek, L. D. (2009). Demystifying Customer Engagement: Toward the Development of a Conceptual Model. Journal of Marketing Management, 27(7–8), 785–807.
Hollebeek, L. D. (2011). Demystifying customer brand engagement: Exploring the loyalty nexus. Journal of Marketing Management, 27(7–8), 785–807. https://doi.org/10.1080/0267257X.2010.500132
Høst, V., & Knie-Andersen, M. (2004). Modeling customer satisfaction in mortgage credit companies. International Journal of Bank Marketing, 22(1), 26–42. https://doi.org/10.1108/02652320410514915
Hsu, M. H., Ju, T. L., Yen, C. H., & Chang, C. M. (2007). Knowledge sharing behavior in virtual communities: The relationship between trust, self-efficacy, and outcome expectations. International Journal of Human Computer Studies, 65(2), 153–169. https://doi.org/10.1016/j.ijhcs.2006.09.003
Islam, J., & Rahman, Z. (2017). The impact of online brand community characteristics on customer engagement: An application of Stimulus-Organism-Response paradigm. Telematics and Informatics, 34(4), 96–109. https://doi.org/10.1016/j.tele.2017.01.004
Islam, J. U., Rahman, Z., & Hollebeek, L. D. (2018). Internet Research Consumer engagement in online brand communities: A solicitation of congruity theory Article information. Emerald Insight, 28(1).
Jaakkola, E., & Alexander, M. (2014). The Role of Customer Engagement Behavior in Value Co-Creation: A Service System Perspective. Journal of Service Research, 17(3), 247–261. https://doi.org/10.1177/1094670514529187
Jiang, L., Jun, M., & Yang, Z. (2016). Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce? Service Business, 10(2), 301–317. https://doi.org/10.1007/s11628-015-0269-y
Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in service relationships. Journal of Business Research, 58(4), 500–507. https://doi.org/10.1016/S0148-2963(03)00140-1
Jones, T. O., & Sasser, W. E. (1998). Why satisfied customers defect. IEEE Engineering Management Review, 26(3), 16–26. https://doi.org/10.1061/(asce)0742-597x(1996)12:6(11.2)
Kantsperger, R., & Kunz, W. H. (2010). Consumer trust in service companies: a multiple mediating analysis. Managing Service Quality: An International Journal, 20(1), 4–25. https://doi.org/10.1108/09604521011011603
Keating, B., Rugimbana, R., & Quazi, A. (2003). Differentiating between service quality and relationship quality in cyberspace. Managing Service Quality: An International Journal, 13(3), 217–232. https://doi.org/10.1108/09604520310476481
Khirallah. (2005). Customer Loyalty Problems in Retail Banking. 6th International Conference on Management, Enterprise and Benchmarking, 355–361. http://kgk.uni-obuda.hu/sites/default/files/29_Szuts_Toth.pdf
Kosiba, J. P., Boateng, H., Okoe, A. F., & Hinson, R. (2018). Trust and customer engagement in the banking sector in Ghana. Service Industries Journal, 40(13–14), 960–973. https://doi.org/10.1080/02642069.2018.1520219
Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010). Undervalued or overvalued customers: Capturing total customer engagement value. Journal of Service Research, 13(3), 297–310. https://doi.org/10.1177/1094670510375602
Ladhari, R. (2009). Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry. Managing Service Quality, 19(3), 308–331. https://doi.org/10.1108/09604520910955320
Lee, D., Moon, J., Kim, Y. J., & Yi, M. Y. (2010). Antecedents and consequences of mobile phone usability: Linking simplicity and interactivity to satisfaction, trust, and brand loyalty. Information and Management, 52(3), 295–304. https://doi.org/10.1016/j.im.2014.12.001
McAllister, D. J. (1995). Affect- and Cognition-Based Trust as Foundations for Interpersonal Cooperation in Organizations. Academy of Management Journal, 38(1), 24–59. https://doi.org/10.5465/256727
Mcknight, D. H., Choudhury, V., & Kacmar, C. J. (2002). Trust in e-commerce vendors: a two-stage model. Proceedings of the Twenty First International Conference on Information Systems. Association for Information Systems, Heider 1958, 532–536.
McKnight, D. H., Cummings, L. L., & Chervany, N. L. (2000). Initial trust formation in new organizational relationships. Academy of Management Review, 23(3), 473–490. https://doi.org/10.5465/AMR.1998.926622
Mollen, A., & Wilson, H. (2010). Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives. Journal of Business Research, 63(9–10), 919–925. https://doi.org/10.1016/j.jbusres.2009.05.014
Moorman. (1992). Relationships between Providers and Users of Market Research : The Dynamics of Trust within and between Organizations Author ( s ): Christine Moorman , Gerald Zaltman , Rohit Deshpande Source : Journal of Marketing Research , Vol . 29 , No . 3 ( Aug ., 19. Journal of Marketing, 29(3), 314–328.
Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63(4_suppl1), 33–44. https://doi.org/10.1177/00222429990634s105
Panteli, N., & Sockalingam, S. (2005). Trust and conflict within virtual inter-organizational alliances: A framework for facilitating knowledge sharing. Decision Support Systems, 39(4), 599–617. https://doi.org/10.1016/j.dss.2004.03.003
Parkhe, A. (1998). Strategic Alliance Structuring: A Game Theoretic and Transaction Cost Examination of Interfirm Cooperation. Academy of Management Journal, 36(4), 794–829. https://doi.org/10.5465/256759
Pavlou, P. (2003). The Importance of Technology Trust for B2B Electronic Commerce. Bled EConference, May, 43.
Pizam, A., Ellis, T., & Pizam, A. (1999). Customer satisfaction and its measurement in hospitality enterprises Customer satisfaction and its measurement in hospitality enterprises. International Journal of Contemporary Hospitality Management, 11(7), 326–339.
Ponder, N., Holloway, B. B., & Hansen, J. D. (2016). 기사 (Article) 와 안내문 (Information) [. The Mediating Effects of Customers’ Intimacy Perceptions on the Trust Commitment Relationship., 34(1), 1–5.
Poppo. (2016). WHEN CAN YOU TRUST “TRUST”? CALCULATIVE TRUST, RELATIONAL TRUST, AND SUPPLIER PERFORMANCE. Business, 1154(March), 1–43. https://doi.org/10.1002/smj
Rather, R. A., Hollebeek, L. D., & Islam, J. U. (2019). Tourism-based customer engagement: the construct, antecedents, and consequences. Service Industries Journal, 39(7–8), 519–540. https://doi.org/10.1080/02642069.2019.1570154
Ratnasingam, P. (2005). Trust in inter-organizational exchanges: A case study in business to business electronic commerce. Decision Support Systems, 39(3), 525–544. https://doi.org/10.1016/j.dss.2003.12.005
Rich, B. L., Lepine, J. A., & Crawford, E. R. (2010). Job engagement: Antecedents and effects on job performance. Academy of Management Journal, 53(3), 617–635. https://doi.org/10.5465/amj.2010.51468988
Shapiro, D. L., Sheppard, B. H., & Cheraskin, L. (1992). Business on a handshake. Negotiation Journal, 8(4), 365–377. https://doi.org/10.1007/BF01000396
Shapiro, S. P. (1987). The Social Control of Impersonal Trust. American Journal of Sociology, 93(3), 623–658. https://doi.org/10.1086/228791
So, K. K. F., King, C., & Sparks, B. (2014). Customer Engagement With Tourism Brands: Scale Development and Validation. Journal of Hospitality and Tourism Research, 38(3), 304–329. https://doi.org/10.1177/1096348012451456
So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2016). Enhancing customer relationships with retail service brands: The role of customer engagement. Journal of Service Management, 27(2), 170–193. https://doi.org/10.1108/JOSM-05-2015-0176
Spreng. (1996). Students’ perceived service quality and customer satisfaction in a Midwestern university foodservice operation. Journal of Foodservice Management and Education, 1, 40–61. http://fsmec.org/wp-content/uploads/2011/09/EstepaShanklinBack2005.pdf
Sprott, D., Czellar, S., & Spangenberg, E. (2009). The importance of a general measure of brand engagement on market behavior: Development and validation of a scale. Journal of Marketing Research, 46(1), 92–104. https://doi.org/10.1509/jmkr.46.1.92
Tabrani, M., Amin, M., & Nizam, A. (2018). Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships. International Journal of Bank Marketing, 36(5), 823–848. https://doi.org/10.1108/IJBM-03-2017-0054
Thakur, R. (2016). Understanding Customer Engagement and Loyalty: A Case of Mobile Devices for Shopping. Journal of Retailing and Consumer Services, 32, 151–163. https://doi.org/10.1016/j.jretconser.2016.06.004
Tonder, E., & Petzer, D. J. (2018). The interrelationships between relationship marketing constructs and customer engagement dimensions. Service Industries Journal, 38(13–14), 948–973. https://doi.org/10.1080/02642069.2018.1425398
van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service Research, 13(3), 253–266. https://doi.org/10.1177/1094670510375599
Verhoef, P. C., Franses, P. H., & Hoekstra, J. C. (2002). The Effect of Relational Constructs on Customer Referrals and Number of Services Purchased from a Multiservice Provider: Does Age of Relationship Matter? Journal of the Academy of Marketing Science, 30(3), 202–216. https://doi.org/10.1177/0092070302303002
Vivek. (2012). Customer engagement: Exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 122–146. https://doi.org/10.2753/MTP1069-6679200201
Yieh, K., Chiao, Y. C., & Chiu, Y. K. (2007). Understanding the antecedents to customer loyalty by applying structural equation modeling. Total Quality Management and Business Excellence, 18(3), 267–284. https://doi.org/10.1080/14783360601152400
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.2307/1251929
