Articlebronze2018

Impact of customer trust toward loyalty: the mediating role of perceived usefulness and satisfaction

Anshar Daud · Naili Farida · Andriyansah Andriyansah · Mashur Razak

66 citations0/0 files storedJournal of Business & Retail Management Research

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence

Abstract

The technology of ICT is dynamically developing with sorts of innovative product, one of them is IPTV.Its existence provides triple play multimedia convergence such as telephone, internet and digital TV contents.The customer's adoption on it becomes important toward the service provider for a number of interests, especially for the field of marketing.By means of TAM concept (Technology Acceptance Model) from Gefen et al. (2003) and by adding satisfaction and loyalty so the new model is able to be used to evaluate the response of cognitive, conative and affective of customer.Empirical study applied to the customer's of PT.Telekomunikasi Indonesia, Tbk. in order to test 6 hypotheses as recommended.The Simulation of conceptual model and empirical data research acquired by using of AMOS software indicates that all of the hypotheses proved positively significant.Variable trust is a good antecedent of perceived usefulness, satisfaction and loyalty constructs.Besides that, there is a direct effect between trust with loyalty or indirect effect through the mediation on perceived usefulness and or satisfaction.

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References

1991The theory of planned behavior 1989User Acceptance of Computer Technology: A Comparison of Two Theoretical Models 2003Trust and TAM in Online Shopping: An Integrated Model1 2005Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour 2009Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China 2013CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction 2005An extension of Trust and TAM model with TPB in the initial adoption of on-line tax: An empirical study 2011The Effects of Brand Experiences, Trust and Satisfaction on Building Brand Loyalty; An Empirical Research On Global Brands

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