Identification of the relationship among perceived firm innovativeness, trust and customer loyalty

• Autorzy: Komang Suarsana Mahardika , Indrinawati Usman , Sri Wahyuni Astutik , Tanti Handriana

Identyfikatory

DOI

10.17512/pjms.2022.26.1.08

Warianty tytułu

PL

Identyfikacja związku między postrzeganą innowacyjnością firm, zaufaniem a lojalnością klientów

• Języki publikacji: EN

Abstrakty

EN

Despite the growing popularity of research on perceived firm innovativeness increasing, but only a few empirical studies that have been conducted to understand how this concept plays a role in creating trust and customer loyalty, especially in the banking sector. The purpose of this research is to provide empirical evidence about the relationship between perceived firm innovativeness, trust and customer loyalty. This sample is 124 respondents of PT Bank Central Asia, Tbk. Data collected through online surveys, Google form, hypotheses were tested using regression intervention. Findings perceived firm innovativeness has positive effect on trust and loyalty. Trust has a positive influence on loyalty. In addition, trust mediates partially the relationship between perceived firm innovativeness and loyalty. It is hoped that this research can be part of the sustainability of PT. BCA, because with strong loyalty, creating a strong and good sustainability internally and for the surrounding environment will be something that can have a positive impact. The existence of both parties who provide mutual support, will create a more meaningful life.

PL

Pomimo rosnącej popularności badań nad postrzeganą innowacyjnością firm, wciąż niewiele jest przeprowadzonych badań empirycznych w tym zakresie, aby zrozumieć, jaką rolę odgrywa to zjawisko w budowaniu zaufania i lojalności klientów, zwłaszcza w sektorze bankowym. Celem niniejszego badania jest dostarczenie empirycznych dowodów na związek między postrzeganą innowacyjnością firmy, zaufaniem i lojalnością klientów. Próba badawcza a to 124 respondentów z PT Bank Central Asia, Tbk. Materiał badawczy zebrano poprzez ankiety internetowe opracowane w formularzu Google, hipotezy zostały przetestowane za pomocą interwencji regresji. Dowiedziono, że postrzegana innowacyjność firmy ma pozytywny wpływ na zaufanie do niej oraz lojalność jej klientów. Co więcej zaufanie ma pozytywny wpływ na lojalność. Ponadto zaufanie częściowo pośredniczy w związku między postrzeganą innowacyjnością firmy a lojalnością. Autorzy mają nadzieję, że niniejsze badania mogą być częścią zrównoważonego rozwoju PT. BCA, ponieważ wysoka lojalność może mieć pozytywny wpływ na stworzenie silnie i dobrze zrównoważonego rozwoju wewnętrznego i otaczającego środowiska. Współistnienie obu tych obszarów, które zapewniają wzajemne wsparcie, stworzy bardziej sensowne życie.

Słowa kluczowe

EN

innovativeness; loyalty; trust

PL

innowacyjność; lojalność; zaufanie

• Wydawca: Czestochowa University of Technology
• Czasopismo: Polish Journal of Management Studies
• Rocznik: 2022
• Tom: Vol. 26, No. 1
• Strony: 125--139
• Opis fizyczny: Bibliogr. 47 poz., rys., tab.

Twórcy

autor

Komang Suarsana Mahardika

• Universitas Airlangga, Faculty of Economics and Business. Surabaya. Indonesia

• https://orcid.org/0000-0001-5727-2961

autor

Indrinawati Usman

• Universitas Airlangga, Faculty of Economics and Business. Surabaya. Indonesia

• https://orcid.org/0000-0003-4513-2392

autor

Sri Wahyuni Astutik

• Universitas Airlangga, Faculty of Economics and Business. Surabaya. Indonesia

• https://orcid.org/0000-0002-4708-7970

autor

Tanti Handriana

• Universitas Airlangga, Faculty of Economics and Business. Surabaya. Indonesia

• https://orcid.org/0000-0003-1091-9187

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Uwagi

Opracowanie rekordu ze środków MEiN, umowa nr SONP/SP/546092/2022 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2022-2023).