The impact of word of mouth and service quality toward customer loyalty: The mediating role of customer trust

Mohamad Rizan; Saparuddin Mukhtar; Linda Dewi Wulan; Rifelly Dewi Astuti

The impact of word of mouth and service quality toward customer loyalty: The mediating role of customer trust

Mohamad Rizan, Saparuddin Mukhtar, Linda Dewi Wulan, Rifelly Dewi Astuti

Department of Management

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

Banking competition in Indonesia is increasing rapidly. Banks are required to create customer trust from establish communication and service excellent that will ultimately create loyalty customers as a key to the business success. Bank OCBC NISP as a commercial bank not also can escape from the threats of competitions. This research was conducted at the branch Gunung Sahari in Central Jakarta, samples taken as many as 210 customers with purposive sampling methods. Data collected by questionnaires by using a 5-point likert scale to measure 30 indicators. The analysis technique used is Structural Equation Modelling (SEM) with the AMOS 22.0 program to calculate the effect of each variable. Result revealed that word of mouth and service quality both have positive and significant effect toward customer loyalty, customer trust has positive and significant effect toward customer loyalty, word of mouth and service quality both have no direct effect toward customer loyalty, and customer trust serve as mediating variable beetwen service quality and customer loyalty, but do not serve as mediating variable beetwen word of mouth and customer loyalty.

Original language	English
Title of host publication	Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019
Subtitle of host publication	Education Excellence and Innovation Management through Vision 2020
Editors	Khalid S. Soliman
Publisher	International Business Information Management Association, IBIMA
Pages	2881-2891
Number of pages	11
ISBN (Electronic)	9780999855126
Publication status	Published - 1 Jan 2019
Event	33rd International Business Information Management Association Conference: Education Excellence and Innovation Management through Vision 2020, IBIMA 2019 - Granada, Spain Duration: 10 Apr 2019 → 11 Apr 2019

Publication series

Name	Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020

Conference

Conference	33rd International Business Information Management Association Conference: Education Excellence and Innovation Management through Vision 2020, IBIMA 2019
Country/Territory	Spain
City	Granada
Period	10/04/19 → 11/04/19

Keywords

Customer loyalty
Customer trust
Service quality
Word of mouth

Cite this

Rizan, M., Mukhtar, S., Wulan, L. D., & Astuti, R. D. (2019). The impact of word of mouth and service quality toward customer loyalty: The mediating role of customer trust. In K. S. Soliman (Ed.), Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020 (pp. 2881-2891). (Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020). International Business Information Management Association, IBIMA.

Rizan, Mohamad ; Mukhtar, Saparuddin ; Wulan, Linda Dewi et al. / The impact of word of mouth and service quality toward customer loyalty : The mediating role of customer trust. Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020. editor / Khalid S. Soliman. International Business Information Management Association, IBIMA, 2019. pp. 2881-2891 (Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020).

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title = "The impact of word of mouth and service quality toward customer loyalty: The mediating role of customer trust",

abstract = "Banking competition in Indonesia is increasing rapidly. Banks are required to create customer trust from establish communication and service excellent that will ultimately create loyalty customers as a key to the business success. Bank OCBC NISP as a commercial bank not also can escape from the threats of competitions. This research was conducted at the branch Gunung Sahari in Central Jakarta, samples taken as many as 210 customers with purposive sampling methods. Data collected by questionnaires by using a 5-point likert scale to measure 30 indicators. The analysis technique used is Structural Equation Modelling (SEM) with the AMOS 22.0 program to calculate the effect of each variable. Result revealed that word of mouth and service quality both have positive and significant effect toward customer loyalty, customer trust has positive and significant effect toward customer loyalty, word of mouth and service quality both have no direct effect toward customer loyalty, and customer trust serve as mediating variable beetwen service quality and customer loyalty, but do not serve as mediating variable beetwen word of mouth and customer loyalty.",

keywords = "Customer loyalty, Customer trust, Service quality, Word of mouth",

author = "Mohamad Rizan and Saparuddin Mukhtar and Wulan, {Linda Dewi} and Astuti, {Rifelly Dewi}",

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Rizan, M, Mukhtar, S, Wulan, LD & Astuti, RD 2019, The impact of word of mouth and service quality toward customer loyalty: The mediating role of customer trust. in KS Soliman (ed.), Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020. Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020, International Business Information Management Association, IBIMA, pp. 2881-2891, 33rd International Business Information Management Association Conference: Education Excellence and Innovation Management through Vision 2020, IBIMA 2019, Granada, Spain, 10/04/19.

The impact of word of mouth and service quality toward customer loyalty: The mediating role of customer trust. / Rizan, Mohamad; Mukhtar, Saparuddin; Wulan, Linda Dewi et al.
Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020. ed. / Khalid S. Soliman. International Business Information Management Association, IBIMA, 2019. p. 2881-2891 (Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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Rizan M, Mukhtar S, Wulan LD, Astuti RD. The impact of word of mouth and service quality toward customer loyalty: The mediating role of customer trust. In Soliman KS, editor, Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020. International Business Information Management Association, IBIMA. 2019. p. 2881-2891. (Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020).

The impact of word of mouth and service quality toward customer loyalty: The mediating role of customer trust

Abstract

Publication series

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Keywords

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