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

• 영문명: The Role of Customer Trust and Reputation on Customer Loyalty: An Empirical Study of Micro Finance Institutions in Indonesia
• 발행기관: 한국유통과학회
• 저자명: Marjukah ANIS Astuti WIDJI Supanto FAJAR
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 9 No.9, 205~216쪽, 전체 12쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2022.10.31

영문 초록

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.

목차

1. Introduction

2. Literature Review and Hypotheses

3. Research Methodology

4. Results and Discussion

5. Conclusion

References

키워드

BMT Micro Finance Institution Customer Loyalty Customer Trust Reputation Service Quality