The role of satisfaction as a moderation of the influence of trust on consumer loyalty

Christina Esti Susanti

doi:10.1145/3230348.3236335

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The role of satisfaction as a moderation of the influence of trust on consumer loyalty

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Christina Esti Susanti

2018 ACM International Conference Proceeding Series Conference paper Cited by 2

Abstract

This research was conducted to find out the role of satisfaction as moderation of influence of trust to loyalty at MatahariMall.com. Sampling technique that used in this research is non probability sampling technique and data analysis using moderated regression. The result of data analysis is known that the first hypothesis expressing trust influence on loyalty at MatahariMall.com in East Java, Indonesia, accepted and second hypothesis expressing satisfaction moderating influence of trust to loyalty at MatahariMall.com in East Java, Indonesia, accepted. Satisfaction, trust, and loyalty should be considered by MatahariMall.com management, because this research proved that satisfaction moderates the influence of trust on loyalty. © 2018 Association for Computing Machinery.

Affiliations

Faculty of Business, Widya Mandala Catholic University, Surabaya-East-Java, Indonesia

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