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All Journal International Journal of Informatics and Communication Technology (IJ-ICT) Journal of Business Strategy and Execution Journal The Winners JAM : Jurnal Aplikasi Manajemen MIX : Jurnal Ilmiah Manajemen Syntax Literate: Jurnal Ilmiah Indonesia JURNAL ILMIAH GLOBAL EDUCATION Jurnal Impresi Indonesia Eduvest - Journal of Universal Studies
Evi Rinawati Simanjuntak
Faculty of BINUS BUSINESS SCHOOL, BINUS UNIVERSITY, JWC Campus, Jl. Hang Lekir I No. 6, Kebayoran Baru, South Jakarta 12120
Religion Aerospace Engineering Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Neuroscience Social Sciences Other

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Journal : Syntax Literate: Jurnal Ilmiah Indonesia

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The Influence of Customer Satisfaction and Moderation Role of Customer Trust in the Relationship to Customer Loyalty in Digital Banking Paramadana, Satya; Anthony, Benrik; Az, M. Fariduddin; Simanjuntak, Evi Rinawati
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v10i5.58462

Abstract

This research explores how customer trust influences the connection between satisfaction and loyalty, as reflected in share-of-wallet (SOW) and word-of-mouth (WOM) within the context of digital banking. This is done primarily in Indonesia, where digital banking is flourishing, and the study conducted is scarce. A quantitative approach was adopted, utilizing purposive sampling to gather responses from 278 Indonesian digital banking users. The PLS-SEM approach was used to analyze the relationships between key variables through structural equation modeling (SEM). The research revealed that customer satisfaction is significantly affected by factors such as ease of use, service innovation, and the perceived advantages of a product. Additionally, it demonstrated that customer satisfaction significantly affects both the proportion of a customer’s spending and word-of-mouth recommendations. However, contrary to expectations, the study found no evidence that trust moderates the link between satisfaction and share-of-wallet (SAT-SOW) or satisfaction and word-of-mouth (SAT-WOM) within the digital banking sector. This research expands knowledge in the field of digital banking marketing and builds upon prior studies focused on customer-centric service marketing. The study presents a framework that identifies the value associated with SOW and WOM in a modern digital banking service. These findings are beneficial for digital banks, as they can use them to refine their strategies and operations with a customer-centric approach. This, in turn, can help them build lasting, profitable customer relationships and enhance their long-term retention.
Co-Authors Anthony, Benrik Asnawir, Muh Asri, Damayanti Kurnia Az, M. Fariduddin Billah, Muhammad Kafa Hardi, Indah Oktaviani Hartono, Phebie Carissa Levia, Marleen Mahendra, Ronny Albar Maki, Ahmad Naulita, Maria Anisa Paramadana, Satya Pratama, Rendy Setya Priyana, Cynthia Susanty Tamtomo, Jani Yusha, Yudhistira Bawa