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September 17, 2025World Journal of Advanced Research and Reviews

Exploring the influence of service quality and trust on customer loyalty mediated by satisfaction: An expectation-confirmation theory approach

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Authors

NSN. SarıLampung UniversityNLNengah LandraUniversitas Mahasaraswati DenpasarNANi Putu Nita Anggraini

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Implication

Quantitative analysis reveals service quality and trust enhance customer satisfaction in Village-Owned Enterprises, indicating paths to improved loyalty.

Key Points

  • Service quality and trust positively impact customer satisfaction and loyalty, reinforcing their importance.
  • In the BUMDes context, customer satisfaction serves as a partial mediator between trust and loyalty outcomes.
  • Quantitative analysis uses Structural Equation Modeling to delve into customer behavior and loyalty dynamics.
  • Findings suggest enhanced service delivery strategies can improve customer retention and foster loyalty.

Cite This Study

Sari̇ et al. (2025) studied this question.

synapsesocial.com/papers/68d45b2931b076d99fa5d92dhttps://doi.org/10.30574/wjarr.2025.27.3.2905
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Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1The Influence of Service Quality and Trust on Customer Loyalty with Customer Satisfaction as a Mediator2025 · 1 citations
  2. 2The Mediating Role of Satisfaction, Image, and Trust in the Impact of Service Quality on Loyalty2024 · 1 citations
  3. 3Linking service quality, trust and customer retention: examining the mediating effect of customer satisfaction in relational service contexts2026
  4. 4The Effect of Corporate Image and Service Quality on Loyalty with Trust Mediation2025 · 1 citations
  5. 5The Effect of E-Service Quality and E-Trust on Generation Y E-Loyalty on Digital Banking Services in Indonesia2025 · 3 citations