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

Rachmat Ramli () and Julius Jilbert
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Rachmat Ramli: Hasanuddin University
Julius Jilbert: Hasanuddin University

A chapter in Proceedings of the 10th International Conference on Accounting, Management, and Economics (10th ICAME 2025), 2026, pp 1080-1092 from Springer

Abstract: 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.

Keywords: e-servqual; e-trust; company image; customer satisfaction; PLN Mobile (search for similar items in EconPapers)
Date: 2026
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DOI: 10.2991/978-94-6239-709-5_74

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