电子服务对顾客承诺的影响受信任变量的中介

I. N. Nurcaya
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引用次数: 0

摘要

客户承诺是衡量一家从事金融业务的公司是否成功的标准之一。良好的服务质量会增加客户的承诺。有高度承诺的客户会继续进行他们的金融交易,并告知他人他们得到了信任。本研究旨在探讨以顾客信任为中介的自动化服务(电子服务)对顾客承诺的影响。这项研究是在位于巴厘岛登巴萨的巴厘地区开发银行进行的。使用的抽样技术是有目的抽样,共抽样90个客户。使用的数据分析技术是偏最小二乘法(PLS)。分析结果表明,电子服务对顾客信任和顾客忠诚有显著的正向影响。顾客信任对顾客忠诚有显著的正向影响。顾客信任显著中介电子服务对顾客承诺的影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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.
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