The Role of Customer Trust and Reputation on Customer Loyalty: An Empirical Study of Micro Finance Institutions in Indonesia

被引:0
作者
Anis, Marjukah [1 ]
Widji, Astuti [1 ]
Fajar, Supanto [2 ]
机构
[1] Univ Merdeka Malang, Fac Adm Sci, Malang, Indonesia
[2] Univ Merdeka Malang, Fac Business & Econ, Dept Business Management, Jl Terusan Raya Dieng 62-64, Kota Malang 65145, Jawa Timur, Indonesia
来源
JOURNAL OF ASIAN FINANCE ECONOMICS AND BUSINESS | 2022年 / 9卷 / 09期
关键词
BMT; Micro Finance Institution; Customer Loyalty; Customer Trust; Reputation; Service Quality; SERVICE QUALITY; CORPORATE REPUTATION; PERCEIVED VALUE; BANKING SECTOR; SATISFACTION; ANTECEDENTS; INTENTIONS; DIMENSIONS; IMPACT; MODEL;
D O I
10.13106/jafeb.2022.vol9.no9.0205
中图分类号
F [经济];
学科分类号
02 ;
摘要
This study investigates the effect of serv-qual and reputation on customer loyalty through the trust of deposit customers in Micro Finance Institutions. The population was deposit customers at BMT distributed into 5 provinces of the Special Region of Yogyakarta, and a survey was conducted from January 2021 to February 2022. The probability random sampling technique was used to select the final sample, and a total of 221 responses were collected using a questionnaire. Technical data analysis was done using the Structural Equation Modeling (SEM), supported by AMOS 22.0 program. The results showed that serv-qual and reputation have a positive and significant impact on the trust and loyalty of deposit customers at BMT. Customers positively and significantly impact the relationship between serv-qual and reputation on customer loyalty. The biggest contribution to loyalty was generated by the variable customer trust (0.399), followed by service quality (0.359) and reputation (0.166). Micro Finance Institution needs to improve the management of deposit customers by improving serv-qual, reputation, and customer trust and conduct comparative research between conventional financial institutions and other informal financial service institutions.
引用
收藏
页码:205 / 216
页数:12
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