Media Mahardhika
Vol. 20 No. 1 (2021): September 2021

PENGARUH CITRA (IMAGES), KEPUASAN KONSUMEN (CUSTOMER SATISFACTION), KEPERCAYAAN KONSUMEN (CUSTOMER TRUST) DAN LOYALITAS KONSUMEN (CUSTOMER LOYALTY) PADA PERUSAHAAN AGEN ASURANSI DI SURABAYA

Ninnasi Muttaqiin (Universitas Nahdlatul Ulama Surabaya)
Reizano Amri Rasyid (Universitas Dinamika)
Candraningrat Candraningrat (Universitas Dinamika)

Article Info

Publish Date
24 Sep 2021

Abstract

Competition between organizations continues to increase and there is a rapid shift in the delivery of business processes. Service companies strive to improve their business processes by dealing with customers to survive and compete successfully. The literature clearly emphasizes the importance of trust and loyalty for survival in the insurance service sector. This study aims to explore the role of customer knowledge management (CKM) and satisfaction as antecedents of customer trust in the insurance agent sector. The existing causal relationships between CKM, satisfaction, trust, and loyalty were explored. The mediating role of customer trust in the knowledge-loyalty and satisfaction-loyalty relationships is also explored. Data collection was carried out through a survey with a questionnaire. The research instrument uses Structural Equation Modeling (SEM) which has been used to test the causal relationship and the suitability of the proposed model.

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Journal Info
Media Mahardhika
Website

Abbrev

mahardika

Publisher

Sekolah Tinggi Ilmu Ekonomi Mahardhika

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

Description

MEDIA MAHARDHIKA is a peer-reviewed journal published by Department of Accounting, Faculty of Economics and Business, STIE MAHARDHIKA Surabaya Indonesia three times a year (Januari, May and September). MEDIA MAHARDHIKA aims to publish articles in the field of accounting and finance that provide ...