- Volume 14 Number 4 (Nov. 2023)
- Volume 14 Number 3 (Aug. 2023)
- Volume 14 Number 2 (May 2023)
- Volume 14 Number 1 (Feb. 2023)
- Volume 13 Number 4 (Nov. 2022)
- Volume 13 Number 3 (Aug. 2022)
- Volume 13 Number 2 (May 2022)
- Volume 13 Number 1 (Feb. 2022)
- Volume 12 Number 4 (Nov. 2021)
- Volume 12 Number 3 (Aug. 2021)
- Volume 12 Number 2 (May. 2021)
- Volume 12 Number 1 (Feb. 2021)
- Volume 11 Number 6 (Dec. 2020)
- Volume 11 Number 5 (Oct. 2020)
- Volume 11 Number 4 (Aug. 2020)
- Volume 11 Number 3 (Jun. 2020)
- Volume 11 Number 2 (Apr. 2020)
- Volume 11 Number 1 (Feb. 2020)
- Volume 10 Number 6 (Dec. 2019)
- Volume 10 Number 5 (Oct. 2019)
- Volume 10 Number 4 (Aug. 2019)
- Volume 10 Number 3 (Jun. 2019)
- Volume 10 Number 2 (Apr. 2019)
- Volume 10 Number 1 (Feb. 2019)
- Volume 9 Number 6 (Dec. 2018)
- Volume 9 Number 5 (Oct. 2018)
- Volume 9 Number 4 (Aug. 2018)
- Volume 9 Number 3 (Jun. 2018)
- Volume 9 Number 2 (Apr. 2018)
- Volume 9 Number 1 (Feb. 2018)
- Volume 8 Number 6 (Dec. 2017)
- Volume 8 Number 5 (Oct. 2017)
- Volume 8 Number 4 (Aug. 2017)
- Volume 8 Number 3 (Jun. 2017)
- Volume 8 Number 2 (Apr. 2017)
- Volume 8 Number 1 (Feb. 2017)
- Volume 7 Number 6 (Dec. 2016)
- Volume 7 Number 5 (Oct. 2016)
- Volume 7 Number 4 (Aug. 2016)
- Volume 7 Number 3 (Jun. 2016)
- Volume 7 Number 2 (Apr. 2016)
- Volume 7 Number 1 (Feb. 2016)
- Volume 6 Number 6 (Dec. 2015)
- Volume 6 Number 5 (Oct. 2015)
- Volume 6 Number 4 (Aug. 2015)
- Volume 6 Number 3 (Jun. 2015)
- Volume 6 Number 2 (Apr. 2015)
- Volume 6 Number 1 (Feb. 2015)
- Volume 5 Number 6 (Dec. 2014)
- Volume 5 Number 5 (Oct. 2014)
- Volume 5 Number 4 (Aug. 2014)
- Volume 5 Number 3 (Jun. 2014)
- Volume 5 Number 2 (Apr. 2014)
- Volume 5 Number 1 (Feb. 2014)
- Volume 4 Number 6 (Dec. 2013)
- Volume 4 Number 5 (Oct. 2013)
- Volume 4 Number 4 (Aug. 2013)
- Volume 4 Number 3 (Jun. 2013)
- Volume 4 Number 2 (Apr. 2013)
- Volume 4 Number 1 (Feb. 2013)
- Volume 3 Number 6 (Dec. 2012)
- Volume 3 Number 5 (Oct. 2012)
- Volume 3 Number 4 (Aug. 2012)
- Volume 3 Number 3 (Jun. 2012)
- Volume 3 Number 2 (Apr. 2012)
- Volume 3 Number 1 (Feb. 2012)
- Volume 2 Number 6 (Dec. 2011)
- Volume 2 Number 5 (Oct. 2011)
- Volume 2 Number 4 (Aug. 2011)
- Volume 2 Number 3 (Jun. 2011)
- Volume 2 Number 2 (Apr. 2011)
- Volume 2 Number 1 (Feb. 2011)
2024
2023
2022
2021
2020
2019
2018
2017
2016
2015
2014
2013
2012
2011
2010
- ISSN: 2010-0248 (Print)
- Abbreviated Title: Int. J. Innov. Manag. Technol.
- Frequency: Quarterly
- DOI: 10.18178/IJIMT
- Editor-in-Chief: Prof. Jin Wang
- Managing Editor: Ms. Nancy Y. Liu
- Abstracting/ Indexing: Google Scholar, CNKI, Ulrich's Periodicals Directory, Crossref, Electronic Journals Library.
- E-mail: ijimt@ejournal.net
DOI: 10.7763/IJIMT.2011.V2.146
The Effect of Perceived Service Quality and Trust on Loyalty:Customer’s Perspectives on Mobile Internet Adoption
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).
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.