The Role of Customer Trust in Mediating Service Quality and Perceived Value of Customer Satisfaction with Shopeefood Application Users

Mila Shefira and Liana Mangifera ()
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Mila Shefira: Universitas Muhammadiyah Surakarta, Faculty of Economics and Business
Liana Mangifera: Universitas Muhammadiyah Surakarta, Faculty of Economics and Business

A chapter in Proceedings of the International Conference on Economics and Business Studies (ICOEBS-22-2), 2024, pp 1034-1045 from Springer

Abstract: Abstract The study aims to determine the effect of service quality and perceived value on customer satisfaction, with customer trust as a mediating variable or indirect influence. The study was conducted in Solo, Central Java, Indonesia, with sample students. This study uses quantitative and data collection methods through an online survey with the distributed google form in a manner chain to moderate students _ to take education, Solo. Successful data _ collected as many as 145 respondents with every criterion _ using the Shopeefood application. Then the data were analyzed with a conceptual model using Partial Least Square Structural Equation Modeling (PLS-SEM) with SmartPLS 3.0 application. Results research reveals that the relationship between service quality on application shopeefood and perceived value _ consumer take to effect positive significant to customer perceived satisfaction direct nor in a manner no direct mediated by trust customer. These findings contribute to developing and validating a customer satisfaction model on deep marketplace applications to increase satisfaction and customer need notice perceived value _ by customer and improve quality service. Essential to provide assistance through service shopeefood to give the best service to increase trust customers use product applications.

Keywords: Service Quality; Perceived Value; Trust; Customer Satisfaction (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-204-0_84

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