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How Brand Trust is Influenced by Perceived Value and Service Quality: Mediated by Hotel Customer Satisfaction

Adelia Shabrina Prameka · Ben‐Roy Do · Ainur Rofiq

27 citations0/0 files storedAsia Pacific Management and Business Application

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Consumer Behavior in Brand Consumption and Identification

Abstract

This paper examines the effect of perceived value and service quality on brand trust directly and indirectly through customer satisfaction. Brand trust can be defined as the relationship between consumers and the corporate that is based on trust and reliability of its performance. Questionnaires were given to guests of three-star hotels in Malang, Indonesia, with 158 surveys returned and 114 valid responses were analyzed. Reliability and validity were examined first, and partial least squares (PLS-SEM) analysis was performed to evaluate the determinant coefficient (R 2 ), predictive relevance (Q 2 ), and effect size (f 2 ). Results showed customer satisfaction partially mediates perceived value on brand trust, and fully mediates the relationship between service quality and brand trust. Future research in other developing countries, against different hotel class, with international guests, is recommended. Managerial implications were discussed.

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1985A Conceptual Model of Service Quality and Its Implications for Future Research 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 2004Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?2013A Primer on Partial Least Squares Structural Equation Modeling 1996A Reexamination of the Determinants of Consumer Satisfaction 2000Customer satisfaction with services: putting perceived value into the equation 1978Brand Loyalty: Measurement and Management

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