Analysis the Effect of Service Quality, Customers Value, Customer Satisfaction and Customer Trust on Corporate Image

Abstract

The aim of this study was to analyze the impacts of service quality toward customer trust as well as to prove whether corporate image, customer satisfaction and customer value mediate the relationship between service quality and customer trust. Several findings of this study were: the improvement of services quality did not directly affect customer trust; improvement of service should be able to satisfy customers or improve customer value; furthermore, customer satisfaction would improve customer trust as well as customer value. It was also proven that customer satisfaction mediated the relationship between corporate image and customer trust and mediated customer value and customer trust.