Impact of Customer Orientation and Quality of Service on Trust and Customer Loyalty
- 10.2991/assehr.k.200407.007How to use a DOI?
- customer orientation, quality of service, trust, loyalty
Improving the quality of the interrelation among banks and customers can encourage customer loyalty. The study aims to explore the relationship between customer orientation, service quality, customer trust and loyalty. This study used causality research which explained the causal relationship between research variables. The questionnaire was distributed to respondents who were customers in Palembang with a purposive sampling method. Data analysis was carried out by testing the construct validity and reliability. Path analysis using SPSS version 22.00 is used as a data analysis tool. The research findings explain that orientation of customer is significantly and positively related to trust. Quality of service is significantly and positively related to trust. Then, trust is significantly and positively related to loyalty. The results of this study could be a reference for bank managers to remain committed to providing services to customers.
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Gst Ayu Oka Windarti AU - Esya Alhadi AU - Elvia Zahara AU - Titi Andriani PY - 2020 DA - 2020/04/10 TI - Impact of Customer Orientation and Quality of Service on Trust and Customer Loyalty BT - Proceedings of the 3rd Forum in Research, Science, and Technology (FIRST 2019) PB - Atlantis Press SP - 35 EP - 39 SN - 2352-5398 UR - https://doi.org/10.2991/assehr.k.200407.007 DO - 10.2991/assehr.k.200407.007 ID - Windarti2020 ER -