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All Journal JAM : Jurnal Aplikasi Manajemen Media Trend: Berkala Kajian Ekonomi dan Studi Pembangunan Jurnal Manajemen dan Kewirausahaan (JMDK) Jurnal Manajemen Pemasaran JURNAL NUSANTARA APLIKASI MANAJEMEN BISNIS JMK Jurnal Manajemen dan Kewirausahaan Jurnal Fokus Manajemen Bisnis Jurnal Manajemen dan Inovasi (MANOVA) Jurnal Ekonomi
Burhanudin Burhanudin
Universitas Hayam Wuruk Perbanas
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Journal : JAM : Jurnal Aplikasi Manajemen

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EXAMINING THE EFFECT OF SERVICE VALUE AND REPUTATION ON CUSTOMER LOYALTY WITH TRUST AND ELECTRONIC WORD OF MOUTH AS MEDIATION Burhanudin Burhanudin
Jurnal Aplikasi Manajemen Vol 20, No 3 (2022)
Publisher : Faculty of Economics and Business, Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2022.020.03.05

Abstract

To determine how banking services can lead to long-term profit, examining service value's direct and indirect effect on customer loyalty to the bank is essential. This study aims to investigate the effects of service value on customer loyalty to the bank directly and indirectly through the bank's reputation, electronic word of mouth (eWOM), and trust. This study surveyed 312 Indonesian banking customers by applying the partial least square structural equation model (PLS-SEM) to test the proposed hypotheses. This study found that the effect of service value on customer loyalty to the bank is indirect, not direct. Service value affects customer loyalty to the bank through trust and the bank's reputation. In addition, the bank's reputation affects customer loyalty to the bank through eWOM. Service value does not affect customer loyalty to the bank. This study addresses the past (represented by the bank's reputation as the firm's past action and eWOM as the customer's experience) and the future (represented by trust) to understand the relationship between service value and customer loyalty in the banking sector. The findings imply that banks need to develop their banking service value and reputation, trust, and eWOM to encourage customer loyalty to their banks.
Co-Authors Ade Firmansyah Diva Eriel Noviza Maimona Noer Kamalia Raden Roro Windy Selfi Laela Sari Shalva Sabrina Putri Shinta Nufus Aulia Syed Muntasir Husain Bokhari Yuliana Cintya Jinus