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All Journal Jurnal Minds:Manajemen Ide dan Inspirasi Jurnal Ilmiah Pariwisata Journal of Economic, Bussines and Accounting (COSTING) SEIKO : Journal of Management & Business Jurnal Mantik Forum Manajemen Jurnal Informatika Ekonomi Bisnis jurnal ilmiah hospitality Management Studies and Entrepreneurship Journal (MSEJ) JURNAL ILMIAH HOSPITALITY MANAGEMENT Enrichment : Journal of Management Jurnal Manajemen Perhotelan dan Pariwisata Jurnal Cahaya Mandalika E-Amal: Jurnal Pengabdian Kepada Masyarakat JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Jurnal Pengabdian Mandiri Journal of Innovation in Management, Accounting and Business Jurnal Ilmiah Hospitality Management Jurnal Abdi Masyarakat Jurnal Ilmiah Pariwisata dan Bisnis Jurnal Informatika Ekonomi Bisnis
Miko Andi Wardana
Institut Pariwisata Dan Bisnis Internasional
Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Transportation Other

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Journal : Jurnal Mantik

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The impact of social media interaction and customer service quality on consumer trust with customer satisfaction as a mediator Miko Andi Wardana
Jurnal Mantik Vol. 7 No. 4 (2024): February: Manajemen, Teknologi Informatika dan Komunikasi (Mantik)
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/mantik.v7i4.4719

Abstract

This research delves into the intricate relationships between social media interaction, customer service quality, and human resource management practices within the organizational context of Bali PT Towerindo Sentra Tbk. Employing a quantitative research approach, the study examines the sequential impacts of these variables on customer satisfaction, consumer trust, and employee engagement. The results reveal significant positive associations between social media interaction and customer satisfaction, as well as customer service quality and both customer satisfaction and consumer trust. Furthermore, human resource management practices are found to significantly influence organizational trust and employee engagement. These findings emphasize the strategic importance of effective social media engagement, superior customer service quality, and robust human resource management in shaping positive perceptions among customers and employees alike. The research contributes valuable insights for organizations in the telecommunications industry, offering actionable recommendations to enhance customer and employee relationships, foster trust, and fortify organizational resilience
Co-Authors Adi Masliardi Alicia Valery Sabrina Aracelli Evalia Bagus Putu Wahyu Nirmala Bondan Pambudi Deby Rita Karundeng Denok Lestari Denok Lestari Dewa Putu Kiskenda Erwanda Putra Dhety Chusumastuti Ervan Susilowati Gde Bayu Surya Parwita Hans Friets Hasti Pramesti Kusnara Hendrik Pandiangan I Gusti Ngurah Bagus Suarna Putra I Kadek Adi Anan Jaya I Made Darsana I Made Dwiky Purna Gunawan I Made Hadi Purnantara I Nyoman Pratama Surya Atmaja I Putu Agus Heryana I Wayan Eka Mahendra I Wayan Eka Sudarmawan I Wayan Suartina Ida Bagus Made Wiyasha Jayendra, Putu Sabda Jennifer Widiarsa Jusri Jusri Kadek Ayu Ekasani Kadek Wira Adi Saputra Komang Sumerta Mohamad Sajili Musran Munizu Ni Nyoman Kerti Yasa Ni Putu Isha Aprinica Nur Afifah Nurlia Nurlia Pande Putu Juniarta Parwati, Komang Shanty Muni Rahmayanti, Putu Laksmita Dewi Rini Tresnasari Risman Risman Semara, I Made Trisna Sudarmawan, I Wayan Eka Sutantri Sutantri Teguh Setiawan Wibowo Teguh Setiawan Wibowo Tengku Kespandiar Tonny Yuwanda Wijaya, Nyoman Surya Yanita