{"title":"电子服务对顾客承诺的影响受信任变量的中介","authors":"I. N. Nurcaya","doi":"10.24843/matrik:jmbk.2021.v15.i02.p10","DOIUrl":null,"url":null,"abstract":"Customer commitment is one measure of the success of a company engaged in finance. Good service quality will increase customer commitment. Customers who have a high commitment will continue to carry out their financial transactions and inform others about the trust they get. This study aims to determine the impact of automated services (e-services) on customer commitment mediated by customer trust. This research was conducted at the Bali Regional Development Bank located in Denpasar – Bali. The sampling technique used is purposive sampling with a total sample of 90 customers. The data analysis technique used is Partial Least Square (PLS). \nThe results of the analysis show that e-services have a significant positive effect on customer trust and customer loyalty. Customer trust has a significant positive effect on customer loyalty. Customer trust significantly mediates the effect of e-service on customer commitment.","PeriodicalId":246099,"journal":{"name":"Matrik : Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan","volume":"149 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2021-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"The Effect Of E-Services On Customer Commitments Medied By The Trust Variable\",\"authors\":\"I. N. Nurcaya\",\"doi\":\"10.24843/matrik:jmbk.2021.v15.i02.p10\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Customer commitment is one measure of the success of a company engaged in finance. Good service quality will increase customer commitment. Customers who have a high commitment will continue to carry out their financial transactions and inform others about the trust they get. This study aims to determine the impact of automated services (e-services) on customer commitment mediated by customer trust. This research was conducted at the Bali Regional Development Bank located in Denpasar – Bali. The sampling technique used is purposive sampling with a total sample of 90 customers. The data analysis technique used is Partial Least Square (PLS). \\nThe results of the analysis show that e-services have a significant positive effect on customer trust and customer loyalty. Customer trust has a significant positive effect on customer loyalty. Customer trust significantly mediates the effect of e-service on customer commitment.\",\"PeriodicalId\":246099,\"journal\":{\"name\":\"Matrik : Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan\",\"volume\":\"149 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2021-08-08\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Matrik : Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.24843/matrik:jmbk.2021.v15.i02.p10\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Matrik : Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.24843/matrik:jmbk.2021.v15.i02.p10","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
The Effect Of E-Services On Customer Commitments Medied By The Trust Variable
Customer commitment is one measure of the success of a company engaged in finance. Good service quality will increase customer commitment. Customers who have a high commitment will continue to carry out their financial transactions and inform others about the trust they get. This study aims to determine the impact of automated services (e-services) on customer commitment mediated by customer trust. This research was conducted at the Bali Regional Development Bank located in Denpasar – Bali. The sampling technique used is purposive sampling with a total sample of 90 customers. The data analysis technique used is Partial Least Square (PLS).
The results of the analysis show that e-services have a significant positive effect on customer trust and customer loyalty. Customer trust has a significant positive effect on customer loyalty. Customer trust significantly mediates the effect of e-service on customer commitment.