Open AccessTHE ANTECEDENT AND CONSEQUENCES OF CUSTOMER TRUST
Author(s) -
Novita Dian Sari,
Asep Hermawan
Publication year - 2019
Publication title -
business and entrepreneurial review
Language(s) - English
Resource type - Journals
eISSN - 2252-4614
pISSN - 0853-9189
DOI - 10.25105/ber.v19i1.5348
Subject(s) - business , customer advocacy , customer intelligence , loyalty business model , respondent , marketing , customer retention , nonprobability sampling , customer delight , customer to customer , customer equity , service quality , medicine , service (business) , population , environmental health , political science , law
Purpose - The purpose of this research was analyzed the effect of Competence on Customer Trust, was analyzed the effect of Stability on Customer Trust; and was analyzed the effect of Integrity on Customer Trust, was analyzed the effect of Customer Orientation on Customer Trust, was analyzed the effect of Transparancy on Customer Trust, was analyzed the effect of Customer Experience on Customer Trust, was analyzed the effect of Customer Trust on Customer Loyalty. Design/methodology/approach - The methodology of this research were collected from one hundred and seventy private banking consumer’s as respondent. Respondents were asked to answer a questionnaire about competence, stability, integrity, customer orientation, transparency, customer experience, customer trust, customer loyalty. Findings – Finding and contribution in this research was examined competence and transparency are the most important determinant of customer trust. Originality/Value - Research limitations/ implication in this research was indicated one hundred and seventy private banking consumer’s as respondent in this research. The data were collected from private banking consumer’s with purposive sampling.