IJIMT 2011 Vol.2(4): 286-291  ISSN: 2010-0248
DOI: 10.7763/IJIMT.2011.V2.146

The Effect of Perceived Service Quality and Trust on Loyalty:Customer’s Perspectives on Mobile Internet Adoption

Ratna Roostika

Abstract—Abstract—The Internet application has grown at a very impressive rate. Indonesia as developing country has also experiencing in the impressive growth rate of internet adoption.The objective of this study is to analyze the relationships between service quality, trust, and loyalty as perceived by customers in the mobile internet context. In particular, service quality is conceptualized as a multi dimension concept consisting of seven dimensions. Partial Least Squares (PLS)analysis was used to test the proposed hypotheses. By examining the empirical data from 186 respondents in Yogyakarta,Indonesia, results reveal that there was an indirect relationship between service quality and loyalty through trust. Among the seven dimensions of service quality, contextual quality was found to be the strongest contributors of service quality while device quality was the least.

Index Terms—Mobile internet, service quality, trust, and loyalty.

Ratna Roostika is with Dept. of Management, University of Pembangunan Nasional Veteran Yogyakarta (UPNVY), JL. SWK 104, Ring road Utara,Condong Catur, Yogyakarta Indonesia 55283 (Tel: +62817272048, email:roostika@yahoo.com).

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Cite: Ratna Roostika , "The Effect of Perceived Service Quality and Trust on Loyalty: Customer’s Perspectives on Mobile Internet Adoption," International Journal of Innovation, Management and Technology vol. 2, no. 4, pp. 286-291, 2011.

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