TY - JOUR
T1 - IDENTIFICATION OF THE RELATIONSHIP AMONG PERCEIVED FIRM INNOVATIVENESS, TRUST AND CUSTOMER LOYALTY
AU - Komang, Suarsana Mahardika
AU - Indrianawati, Usman
AU - Sri, Wahyuni Astutik
AU - Tanti, Handriana
N1 - Publisher Copyright:
© 2022, Czestochowa University of Technology. All rights reserved.
PY - 2022/12/22
Y1 - 2022/12/22
N2 - 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.
AB - 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.
KW - innovativeness
KW - loyalty
KW - trust
UR - http://www.scopus.com/inward/record.url?scp=85145005410&partnerID=8YFLogxK
U2 - 10.17512/pjms.2022.26.1.08
DO - 10.17512/pjms.2022.26.1.08
M3 - Article
AN - SCOPUS:85145005410
SN - 2081-7452
VL - 26
SP - 125
EP - 139
JO - Polish Journal of Management Studies
JF - Polish Journal of Management Studies
IS - 1
ER -