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

DOI

10.2991/978-94-6463-204-0_84How to use a DOI?

Keywords

Service Quality; Perceived Value; Trust; Customer Satisfaction

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.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Download article (PDF)

TY  - CONF
AU  - Mila Shefira
AU  - Liana Mangifera
PY  - 2023
DA  - 2023/10/04
TI  - The Role of Customer Trust in Mediating Service Quality and Perceived Value of Customer Satisfaction with Shopeefood Application Users
BT  - Proceedings of the International Conference on Economics and Business Studies (ICOEBS-22-2)
PB  - Atlantis Press
SP  - 1034
EP  - 1045
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-204-0_84
DO  - 10.2991/978-94-6463-204-0_84
ID  - Shefira2023
ER  -