Customers trust mediation: effect of CSR and service quality towards e-WOM
Keywords:
CSR, electronic word of mouth, e-WOM, service quality, trustAbstract
This study aims to explain the effect of Corporate Social Responsibility activities, service quality on customer trust in PT. Bali Regional Development Bank and explained that customer trust encourages customers to do e-word of mouth to others. To achieve this goal, 100 people are used by Bank X customers spread across Bali Province and will be taken by purposive sampling with questionnaires as the method of data collection. Data is processed using Structural Equation Modeling analysis tools. The results of this study indicate that trust mediates the effect of service quality and corporate social responsibility to e-WOM at PT Bank X. The results of this study are expected to be able to contribute ideas to the banking industry, especially PT. Bank X in building long-term trust. The long-term trust of customers will make PT. Bank X can still compete and even be superior to other banks operating in Bali Province. The advantages of PT. BPB Bali will affect the pace of development in Bali Province through the assistance of MSMEs as one of the CSR programs that it does.
Downloads
References
Al-Rousan, M. R., & Mohamed, B. (2010). Customer loyalty and the impacts of service quality: The case of five star hotels in Jordan. International journal of human and social sciences, 5(13), 886-892.
Dewi, I. G. A. A. O., & Dewi, I. G. A. A. P. (2017). Corporate social responsibility, green banking, and going concern on banking company in Indonesia stock exchange. International Journal of Social Sciences and Humanities, 1(3), 118-134. https://doi.org/10.29332/ijssh.v1n3.65
Hari Adi, P., & Adawiyah, W. R. (2018). The impact of religiosity, environmental marketing orientation and practices on performance: A case of Muslim entrepreneurs in Indonesia. Journal of Islamic Marketing, 9(4), 841-862. https://doi.org/10.1108/JIMA-09-2016-0067
Indriani, A. A. S. I., & Nurcaya, I. N. Pengaruh kualitas pelayanan terhadap word of mouth yang dimediasi oleh kepercayaan pelanggan pada pt. auto bagus rent a car denpasar.
Jalilvand, M. R., & Samiei, N. (2012). The impact of electronic word of mouth on a tourism destination choice: Testing the theory of planned behavior (TPB). Internet Research: Electronic Networking Applications and Policy, 22(5), 591-612.
Kartajaya, H. (2007). Boosting Loyalty Marketing Performance: Menggunakan Teknik Penjualan Customer Relationship Management, dan Servis untuk Mendongkrak Laba. Mizan Pustaka.
Kartajaya, H. (2008). New wave marketing. Jakarta: Gramedia Pustaka Utama.
Kotler, P., & Lee, N. (2005). Best of breed: When it comes to gaining a market edge while supporting a social cause,“corporate social marketing” leads the pack. Social marketing quarterly, 11(3-4), 91-103. https://doi.org/10.1080%2F15245000500414480
Lau, G. T., & Lee, S. H. (1999). Consumers' trust in a brand and the link to brand loyalty. Journal of Market-Focused Management, 4(4), 341-370. https://doi.org/10.1023/A:1009886520142
McWilliams, A., Siegel, D. S., & Wright, P. M. (2006). Corporate social responsibility: Strategic implications. Journal of management studies, 43(1), 1-18. https://doi.org/10.1111/j.1467-6486.2006.00580.x
Nareeman, A., & Hassan, Z. (2013). Customer perceived practice of CSR on improving customer satisfaction and loyalty. International Journal of Accounting and Business Management, 1(1), 30-49.
Nehru, R. (2016). Corporate social responsibility & education for sustainable development. International Research Journal of Engineering, IT & Scientific Research, 2(3), 72-81.
Nuryani, N. N. J., Satrawan, D. P. R., Gorda, A. A. N. O. S., & Martini, L. K. B. (2018). Influence of human capital, social capital, economic capital towards financial performance & corporate social responsibility. International Journal of Social Sciences and Humanities, 2(2), 65-76. https://doi.org/10.29332/ijssh.v2n2.128
Prasetya, A., & Kato, M. (2011, April). Employees’ perception towards the performance assessment system and salary system. In Proceeding from ICETD (International Conference on Economics, Trade, and Development)-Bali Island (pp. 196-200).
Sari, D. M. F. P., & Pradhana, I. P. D. (2018). Brand name, image, word of mouth towards buying habits and customer loyalty online shop. International Research Journal of Management, IT and Social Sciences, 5(2), 216-226.
Sari, D. M. F. P., & Yulianti, N. M. D. R. (2019). Celebrity endorsement, electronic word of mouth and trust brand on buying habits. International Journal of Social Sciences and Humanities, 3(1), 82-90. https://doi.org/10.29332/ijssh.v3n1.261
Semuel, H., & Wijaya, E. (2010). Corporate social responsibility, purchase intention dan corporate image pada restoran di Surabaya dari perspektif pelanggan. Jurnal Manajemen Pemasaran, 3(1), 35-54.
Tjiptono, F. (2002). Strategi Pemasaran, edisi kedua. Cetakan Keenam. Penerbit. Andy. Yogyakarta.
Published
How to Cite
Issue
Section
Articles published in the International Research Journal of Management, IT and Social sciences (IRJMIS) are available under Creative Commons Attribution Non-Commercial No Derivatives Licence (CC BY-NC-ND 4.0). Authors retain copyright in their work and grant IRJMIS right of first publication under CC BY-NC-ND 4.0. Users have the right to read, download, copy, distribute, print, search, or link to the full texts of articles in this journal, and to use them for any other lawful purpose.
Articles published in IRJMIS can be copied, communicated and shared in their published form for non-commercial purposes provided full attribution is given to the author and the journal. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
This copyright notice applies to articles published in IRJMIS volumes 7 onwards. Please read about the copyright notices for previous volumes under Journal History.
