SST-Servqual and customer outcomes in service industry: Mediating the rule of corporate reputation

Abstract

Recently, the importance of service quality in various industries has gained much attention.Along with the development of technology, firms offer self-service technology to serve customers and create customer satisfaction.This aims to achieve positive behavioral intention, which could potentially become behavioral loyalty.This study aims to analyze how SST-Servqual affects customer satisfaction, behavioral intention, and behavioral loyalty mediated by corporate reputation in the Indonesian public service sector.We collected data from 400 self-service technology users through an online survey.To answer all hypotheses, we use Structural Equation Modeling with Lisrel 8.71.The results prove that SST-Servqual affected satisfaction, behavioral intention, and behavioral loyalty, both directly and indirectly, through company reputation.This research provides knowledge for the Indonesian service industry to build new technologies for increasing satisfaction, positive behavioral intentions, and behavioral loyalty.

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