The Mediating Role of Satisfaction: Life Insurance Customers’ Perspective (Service Quality, Trust and Image Toward Loyalty)
Purpose: The purpose of this study is to analyze whether service quality, trust, and corporate image directly influence customer satisfaction and loyalty. Besides, it also examines the indirect effect on loyalty through customer satisfaction. Design/Methodology/Approach: The sample is customers who...
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International journal of multicultural and multireligious understanding
2020-07-01
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doaj-238db2c812874444998c110c1a3646bf2020-11-25T03:58:23ZengInternational journal of multicultural and multireligious understandingInternational Journal of Multicultural and Multireligious Understanding2364-53692364-53692020-07-017615617010.18415/ijmmu.v7i6.17451129The Mediating Role of Satisfaction: Life Insurance Customers’ Perspective (Service Quality, Trust and Image Toward Loyalty)Muhammad Fachmi0Basri Modding1Jeni Kamase2Hasanuddin Damis3PhD Student in University of Muslim Indonesia (UMI), MakassarProfessor in University of Muslim Indonesia (UMI), MakassarProfessor in University of Muslim Indonesia (UMI), MakassarAssociate Professor in University of Muslim Indonesia (UMI), MakassarPurpose: The purpose of this study is to analyze whether service quality, trust, and corporate image directly influence customer satisfaction and loyalty. Besides, it also examines the indirect effect on loyalty through customer satisfaction. Design/Methodology/Approach: The sample is customers who have made insurance claims, with 206 people to be respondent, from PT. Prudential Life Assurance, PT. AXA Mandiri, PT. AIA Financial, and PT. Bumiputera Life Insurance. Data were analyzed using SEM-AMOS analysis techniques. Findings: The results of this study indicate that service quality, trust, and corporate image directly have a positive and significant effect on customer satisfaction. Finding also shows that service quality and trust, directly have a positive but not significant impact on customer loyalty. In contrast, company image and satisfaction directly have a positive and significant effect on customer loyalty. The role of customer satisfaction as a mediating variable shows that service quality, trust, and corporate image indirectly have a positive and significant effect on customer loyalty. Implications/Originality/Value: So it is concluded that service quality, trust and a higher corporate image will be able to provide higher loyalty if customer satisfaction as an intervening variable also increases. That is, if life insurance customers are less satisfied with service quality, trust, and company image, it is difficult to realize high customer loyalty.https://ijmmu.com/index.php/ijmmu/article/view/1745service qualitytrustcorporate imagecustomer satisfactioncustomer loyalty |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Muhammad Fachmi Basri Modding Jeni Kamase Hasanuddin Damis |
spellingShingle |
Muhammad Fachmi Basri Modding Jeni Kamase Hasanuddin Damis The Mediating Role of Satisfaction: Life Insurance Customers’ Perspective (Service Quality, Trust and Image Toward Loyalty) International Journal of Multicultural and Multireligious Understanding service quality trust corporate image customer satisfaction customer loyalty |
author_facet |
Muhammad Fachmi Basri Modding Jeni Kamase Hasanuddin Damis |
author_sort |
Muhammad Fachmi |
title |
The Mediating Role of Satisfaction: Life Insurance Customers’ Perspective (Service Quality, Trust and Image Toward Loyalty) |
title_short |
The Mediating Role of Satisfaction: Life Insurance Customers’ Perspective (Service Quality, Trust and Image Toward Loyalty) |
title_full |
The Mediating Role of Satisfaction: Life Insurance Customers’ Perspective (Service Quality, Trust and Image Toward Loyalty) |
title_fullStr |
The Mediating Role of Satisfaction: Life Insurance Customers’ Perspective (Service Quality, Trust and Image Toward Loyalty) |
title_full_unstemmed |
The Mediating Role of Satisfaction: Life Insurance Customers’ Perspective (Service Quality, Trust and Image Toward Loyalty) |
title_sort |
mediating role of satisfaction: life insurance customers’ perspective (service quality, trust and image toward loyalty) |
publisher |
International journal of multicultural and multireligious understanding |
series |
International Journal of Multicultural and Multireligious Understanding |
issn |
2364-5369 2364-5369 |
publishDate |
2020-07-01 |
description |
Purpose: The purpose of this study is to analyze whether service quality, trust, and corporate image directly influence customer satisfaction and loyalty. Besides, it also examines the indirect effect on loyalty through customer satisfaction.
Design/Methodology/Approach: The sample is customers who have made insurance claims, with 206 people to be respondent, from PT. Prudential Life Assurance, PT. AXA Mandiri, PT. AIA Financial, and PT. Bumiputera Life Insurance. Data were analyzed using SEM-AMOS analysis techniques.
Findings: The results of this study indicate that service quality, trust, and corporate image directly have a positive and significant effect on customer satisfaction. Finding also shows that service quality and trust, directly have a positive but not significant impact on customer loyalty. In contrast, company image and satisfaction directly have a positive and significant effect on customer loyalty. The role of customer satisfaction as a mediating variable shows that service quality, trust, and corporate image indirectly have a positive and significant effect on customer loyalty.
Implications/Originality/Value: So it is concluded that service quality, trust and a higher corporate image will be able to provide higher loyalty if customer satisfaction as an intervening variable also increases. That is, if life insurance customers are less satisfied with service quality, trust, and company image, it is difficult to realize high customer loyalty. |
topic |
service quality trust corporate image customer satisfaction customer loyalty |
url |
https://ijmmu.com/index.php/ijmmu/article/view/1745 |
work_keys_str_mv |
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