Proceedings of the 10th International Conference on Accounting, Management, and Economics (10th ICAME 2025)

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E-Servqual And E-Trust as Determinants of Customer Satisfaction: Corporate Image as A Mediating Variable

Authors
Rachmat Ramli1, *, Julius Jilbert1
1Hasanuddin University, Makassar, Indonesia
*Corresponding author. Email: ramlir24a@student.unhas.ac.id
Corresponding Author
Rachmat Ramli
Available Online 20 June 2026.
DOI
10.2991/978-94-6239-709-5_74How to use a DOI?
Keywords
e-servqual; e-trust; company image; customer satisfaction; PLN Mobile
Abstract

The development of digital technology has encouraged public service companies to present innovations based on mobile applications. One of them is New PLN Mobile which is designed to provide convenience and integrated customer service. This study aims to analyze the influence of e-servqual (electronic service quality) and e-trust (electronic trust) on customer satisfaction, with company image as a mediating variable. The study uses a quantitative approach with the Structural Equation Modeling (SEM) method based on Partial Least Square (PLS) through SmartPLS 4 software. The study population is 1,262,315 New PLN Mobile users with a sample of 400 respondents, determined using the Slovin formula. The results of the study show that e-servqual and e-trust have a significant effect on the company’s image. In addition, e-trust has a direct influence on customer satisfaction, while e-servqual affects satisfaction through the company’s image. These findings affirm the importance of improving the quality of electronic services and strengthening customer trust to build a positive image that ultimately improves user satisfaction.

Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 10th International Conference on Accounting, Management, and Economics (10th ICAME 2025)
Series
Advances in Economics, Business and Management Research
Publication Date
20 June 2026
ISBN
978-94-6239-709-5
ISSN
2352-5428
DOI
10.2991/978-94-6239-709-5_74How to use a DOI?
Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Rachmat Ramli
AU  - Julius Jilbert
PY  - 2026
DA  - 2026/06/20
TI  - E-Servqual And E-Trust as Determinants of Customer Satisfaction: Corporate Image as A Mediating Variable
BT  - Proceedings of the 10th International Conference on Accounting, Management, and Economics (10th ICAME 2025)
PB  - Atlantis Press
SP  - 1080
EP  - 1092
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-709-5_74
DO  - 10.2991/978-94-6239-709-5_74
ID  - Ramli2026
ER  -