Proceedings of the 3rd Annual Management, Business and Economics Conference (AMBEC 2021)

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The Effect of Information Quality and Experience Quality on Trust and Its Impact on Customer Loyalty

The Role of Trust Variables Mediation in the Use of the Mobile Grab Application

Authors
Tundung Subali Patma1, *, Ludfi Djajanto2, Saniman Widodo2, Karisma Sri Rahayu1
1Department of Business Administration, Malang State Polytechnic, Malang, Indonesia
2Department of Accounting, Malang State Polytechnic, Malang, Indonesia
*Corresponding author. Email: tundung.subali@polinema.ac.id
Corresponding Author
Tundung Subali Patma
Available Online 10 December 2022.
DOI
10.2991/978-94-6463-026-8_30How to use a DOI?
Keywords
Information quality; Experience quality; Trust; Customer loyalty; Online transportation
Abstract

This study aims to determine the effect of information provided by mobile applications and experiences in using mobile applications on the trust in the use of mobile applications and their impact on the loyalty of the use of mobile applications Explanatory research employing a quantitative methodology, in this case by way of directly polling users of mobile applications is the kind of study that falls under this category. The survey was conducted using an online questionnaire to 315 respondents who were determined as a research sample using purposive sampling techniques. This research was conducted to users of Grab online transportation service applications in Malang with various considerations. The results of the research show that information quality has a positive and significant effect on trust and customer loyalty, experience quality has a positive and significant effect on trust then trust has a positive and significant effect on customer loyalty. The results of this study provide findings that are different from previous studies where the experience quality variable does not have a significant effect on customer loyalty. The results of this study indicate that trust plays an important role in mediating the relationship between information quality and customer loyalty as well as the relationship of experience quality with customer loyalty.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 3rd Annual Management, Business and Economics Conference (AMBEC 2021)
Series
Advances in Economics, Business and Management Research
Publication Date
10 December 2022
ISBN
978-94-6463-026-8
ISSN
2352-5428
DOI
10.2991/978-94-6463-026-8_30How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Tundung Subali Patma
AU  - Ludfi Djajanto
AU  - Saniman Widodo
AU  - Karisma Sri Rahayu
PY  - 2022
DA  - 2022/12/10
TI  - The Effect of Information Quality and Experience Quality on Trust and Its Impact on Customer Loyalty
BT  - Proceedings of the 3rd Annual Management, Business and Economics Conference (AMBEC 2021)
PB  - Atlantis Press
SP  - 260
EP  - 268
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-026-8_30
DO  - 10.2991/978-94-6463-026-8_30
ID  - Patma2022
ER  -