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All Journal Dinasti International Journal of Economics, Finance & Accounting (DIJEFA)
Alimuddin Rizal Rivai
Stikubank University Semarang, Central Java, Indonesia.
Economics, Econometrics & Finance

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The Influence of Perceived Security and Perceived Ease of Use on Customer Satisfaction with Brand Trust as an Intervening Variable (Environmental Study of PT PLN UID Banten) Dita Tessa Sampriani Limbong; Alimuddin Rizal Rivai
Dinasti International Journal of Economics, Finance & Accounting Vol. 6 No. 5 (2025): Dinasti International Journal of Economics, Finance & Accounting (November - De
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v6i5.5327

Abstract

The objective of this paper is to analyze the perceptions of Ease of Use and Perceived Security in relation to Customer Satisfaction, with Brand Trust positioned as a mediating variable among PLN Mobile app users. This research is motivated by the recognized significance of customer satisfaction in digital services, particularly in public service institutions such as PLN. Quantitative methods were applied, and data were collected through a survey distributed to 100 app users in UID Banten. Primary data were collected using a questionnaire. The data were then analyzed through multiple linear regression and the Sobel test to evaluate the mediating role of Brand Trust. The results of this work clearly and significantly correlated with Brand Trust, but no direct effect was detected on Customer Satisfaction. In contrast, Perceived Security was shown to significantly influence both Customer Satisfaction and Brand Trust. Furthermore, a strong direct effect of Brand Trust on Customer Satisfaction was found, and its mediating role in the relationship between Perceived Security and Customer Satisfaction was confirmed. In conclusion, it should be emphasized that enhancing Brand Trust should be prioritized to improve Customer Satisfaction, especially if supported by high levels of Security and Ease of Use. As a managerial implication, it is recommended to improve the security and user interface of the system to increase customer loyalty by strengthening brand trust.
The Influence of Service Quality and Customer Value on Customer Trust with Customer Satisfaction as a Mediating Variable (Study at PT PLN (Persero) UP3 Banten Utara) Lia Edli Syaravina; Alimuddin Rizal Rivai
Dinasti International Journal of Economics, Finance & Accounting Vol. 6 No. 5 (2025): Dinasti International Journal of Economics, Finance & Accounting (November - De
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijefa.v6i5.5332

Abstract

This study examines the influence of Service Quality and Customer Value on Customer Trust, mediated by Customer Satisfaction, at PT PLN (Persero) UP3 Banten Utara. The research uses a quantitative method with a survey approach involving 100 respondents selected through purposive sampling. Data were collected using a structured questionnaire and analyzed using multiple linear regression and the Sobel test. The results indicate that Service Quality and Customer Value have significant positive effects on Customer Satisfaction. Furthermore, Service Quality and Customer Satisfaction significantly affect Customer Trust, while Customer Value does not directly influence trust. Mediation analysis reveals that Customer Satisfaction significantly mediates the effect of Customer Value on trust but does not mediate the relationship between Service Quality and trust. The findings emphasize that while high perceived value builds satisfaction, consistent service quality plays a more crucial role in earning customer trust.
Co-Authors Dita Tessa Sampriani Limbong Lia Edli Syaravina