The Effect of Mediation on Consumer Involvement and Intimacy on Trust and Loyalty at Bank Syariah Indonesia

DOI

10.2991/aebmr.k.220304.025How to use a DOI?

Keywords

customer involvement; trust; loyalty

Abstract

The study aims to examine the effect of mediation on involvement and intimacy on customer trust and loyalty in Bank Syariah Indonesia. The total sample of the study was 136 respondents with the data were used purposive sampling and the analysis method used was Partial Least Square. The findings reveal that involvement, intimacy, loyalty have a positive effect on trust. The also showed that involvement affects customer loyalty. Customer intimacy does not affect loyalty whereas involvement mediates the relationship between trust and loyalty and customer intimacy mediates the relationship between trust and customer loyalty. This study is of great value for academics and practitioners.

Copyright

© 2022 The Authors. Published by Atlantis Press International B.V.

Open Access

This is an open access article under the CC BY-NC license.

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TY  - CONF
AU  - Seprianti Eka Putri
PY  - 2022
DA  - 2022/03/08
TI  - The Effect of Mediation on Consumer Involvement and Intimacy on Trust and Loyalty at Bank Syariah Indonesia
BT  - Proceedings of the 7th Sriwijaya Economics, Accounting, and Business Conference (SEABC 2021)
PB  - Atlantis Press
SP  - 188
EP  - 193
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.220304.025
DO  - 10.2991/aebmr.k.220304.025
ID  - Putri2022
ER  -