The Effect of Information Quality and Experience Quality on Trust and Its Impact on Customer Loyalty

Tundung Subali Patma (), Ludfi Djajanto, Saniman Widodo and Karisma Sri Rahayu
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Tundung Subali Patma: Malang State Polytechnic, Department of Business Administration
Ludfi Djajanto: Malang State Polytechnic, Department of Accounting
Saniman Widodo: Malang State Polytechnic, Department of Accounting
Karisma Sri Rahayu: Malang State Polytechnic, Department of Business Administration

A chapter in Proceedings of the 3rd Annual Management, Business and Economics Conference (AMBEC 2021), 2023, pp 260-268 from Springer

Abstract: Abstract This study aims to determine the effect of information provided by mobile applications and experiences in using mobile applications on the trust in the use of mobile applications and their impact on the loyalty of the use of mobile applications Explanatory research employing a quantitative methodology, in this case by way of directly polling users of mobile applications is the kind of study that falls under this category. The survey was conducted using an online questionnaire to 315 respondents who were determined as a research sample using purposive sampling techniques. This research was conducted to users of Grab online transportation service applications in Malang with various considerations. The results of the research show that information quality has a positive and significant effect on trust and customer loyalty, experience quality has a positive and significant effect on trust then trust has a positive and significant effect on customer loyalty. The results of this study provide findings that are different from previous studies where the experience quality variable does not have a significant effect on customer loyalty. The results of this study indicate that trust plays an important role in mediating the relationship between information quality and customer loyalty as well as the relationship of experience quality with customer loyalty.

Keywords: Information quality; Experience quality; Trust; Customer loyalty; Online transportation (search for similar items in EconPapers)
Date: 2023
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DOI: 10.2991/978-94-6463-026-8_30

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