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All Journal Jurnal Ekonomi Modernisasi Jurnal Manajemen Dan Kewirausahaan Jurnal Ilmiah Ekonomi Islam Jurnal Ilmiah Manajemen Kesatuan Pancasila International Journal of Applied Social Science Journal of Community Service and Society Empowerment Jurnal Sosial Ekonomi Perikanan
Hayat Yusuf
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Agriculture, Biological Sciences & Forestry Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences

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Journal : Journal of Community Service and Society Empowerment

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Service Quality, Corporate Image, and Customer Trust: Revealing Interconnected Dynamics among Hotel Customers Yusuf, Hayat; Roslan, Astil Harli
Journal of Community Service and Society Empowerment Том 2 № 03 (2024): Journal of Community Service and Society Empowerment
Publisher : PT. Riset Press International

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59653/jcsse.v2i03.1092

Abstract

This research aims to examine the relationship between service quality, corporate image, and customer trust using a quantitative method with a cross-sectional design and PLS 4 data analysis based on a survey of 121 hotel customers in Kendari, Indonesia. The findings indicate that customer trust has a significant positive impact on corporate image, and statistically, an increase in customer trust enhances the corporate image. Service quality also has a significant positive effect on both corporate image and customer trust, with partial mediation by customer trust. The practical implications suggest that hotel companies should focus on improving customer trust and service quality to strengthen their corporate image. The study's limitations include data solely from the hospitality sector and a cross-sectional design that restricts the assessment of causal relationships. Future research is recommended to expand the scope to other industry sectors, employ a longitudinal design, and explore additional variables such as customer satisfaction and loyalty, as well as qualitative methods for deeper insights.
Co-Authors Hamida, La Ode Irmawati Irmawati Kalimin, La Ode Montundu, Yusuf Muchtar, Putriani Murdjani Kamaluddin, Murdjani Nurjannah Nurjannah Purnama, Muhamad Sunarno Putera, Asrip Rahmat Madjid Roslan, Astil Harli Sukotjo, Endro Wati, Ferni Yusuf, Haris Zaid, Sudirman