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Ben-Roy Do, Ben-Roy
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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How Brand Trust is Influenced by Perceived Value and Service Quality: Mediated by Hotel Customer Satisfaction Prameka, Adelia Shabrina; Do, Ben-Roy; Rofiq, Ainur
APMBA (Asia Pacific Management and Business Application) Vol. 5 No. 2 (2016)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2016.005.02.2

Abstract

This paper examines the effect of perceived value and service quality on brand trust directly and indirectly through customer satisfaction. Brand trust can be defined as the relationship between consumers and the corporate that is based on trust and reliability of its performance. Questionnaires were given to guests of three-star hotels in Malang, Indonesia, with 158 surveys returned and 114 valid responses were analyzed. Reliability and validity were examined first, and partial least squares (PLS-SEM) analysis was performed to evaluate the determinant coefficient (R2), predictive relevance (Q2), and effect size (f2). Results showed customer satisfaction partially mediates perceived value on brand trust, and fully mediates the relationship between service quality and brand trust. Future research in other developing countries, against different hotel class, with international guests, is recommended. Managerial implications were discussed.
Influence Socially Responsible Human Resource Management, Technostress Creators And Employee Satisfaction To Use Fintech (Study On Financial Institutions In Indonesia) Sanjaya, Niki; Do, Ben-Roy; Salim, Ubud; Moko, Wahdiyat
APMBA (Asia Pacific Management and Business Application) Vol. 7 No. 2 (2018)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.apmba.2018.007.02.2

Abstract

This study aims to examine and analyze the positive influence between the variables Socially Responsible Human Resource Management (SRHRM), Technostress Creators, employee job satisfaction on the use of Financial Technology (FinTech). The study sample consisted of 152 employees as respondents who worked in several financial institutions in Indonesia, such as banking, securities, insurance and leasing. Data obtained online through Google Form during March to May 2018. Data analysis methods use PLS-SEM to analyze data and verify research hypotheses. The results showed that the results of hypothesis 1) SRHRM had a positive impact on the purpose of using FinTech, 2) SRHRM had a positive impact on Technostress Creators, 3) Technostress Creators had a positive impact on the purpose of using FinTech, 4) SRHRM had a psychological impact on employee job satisfaction when using FinTech, 5) employee job satisfaction has a positive impact on the purpose of using FinTech
Co-Authors Adelia Shabrina Prameka Ainur Rofiq Sanjaya, Niki Ubud Salim Wahdiyat Moko