How to cite this paper
Napitupulu, R., Gultom, L., Hutabarat, L & Simatupang, S. (2021). Non recursive model of consumer satisfaction and trust.Management Science Letters , 11(3), 949-958.
Refrences
Alamsyah, D. P., Trijumansyah, A., & Hariyanto, O. I. B. (2017). Mediating of Store Image on CT for Organic Vegetables. Mimbar, Jurnal Sosial Dan Pembangunan, 33(1), 132.
Alwi, S., Nguyen, B., Melewar, T., Hui, L. Y., & Liu, M. (2010). Explicating industrial brand equity : Integrating bt , bp and industrial brand image Sharifah Alwi Brunel University , Kingston Lane Sharifah, 1–43.
Asiati, D. I., Umar, H., & Sitinjak, T. (2019). The effects of service quality, image and trust on satisfaction and its impact on Syariah bank customer loyalty in Palembang. Business and Economic Research, 9(1), 295-316.
Bagozzi, R. P. (1980). Performance and satisfaction in an ISF: An examination of their antecedents and simultaneity. Journal of Marketing, 44(2), 65.
Bagozzi, R. P. M. G. P. U. N. (1999). The role of emotions in marketing. JAMS, 27(2), 184–206.
Bollen, K. A. (1989). Structural Equations with Latent Variables. John Wiley & Sons, Inc.
Bricci, L., Fragata, A., & Antunes, J. (2016). The effects of trust, commitment and satisfaction on CL in the distribution sector. Journal of Economics, Business and Management, 4(2), 173–177.
Byrne, B. M. (2001). SE Modeling With AMOS: Konsep Dasar, Aplikasi, dan Pemrograman. Psychology Press.
Chahal, H., & Kumari, N. (2012). Cpv: The development of a multiple item scale in hospitals in the Indian context. IJPHM, 6(2), 167–190.
Chaparro-Peláez, J., Hernández-García, Á., & Urueña-López, A. (2015). The role of emotions and trust in service recovery in business-to-consumer electronic commerce. Journal of Theoretical and Applied Electronic Commerce Research, 10(2), 77-90.
Chandra, H. (2008). An evaluation of impact of service differentiation in enhancing cs in the mobile telecommunication industry in Zambia
Chen, T., & Lee, W. (2014). Trust building through BM to raise CV : A study of the insurance industry in Taiwan. G.J.C.M.P, 3(5), 158–166.
Childers, T. L., Carr, C. L., Peck, J., & Carson, S. (2001). Hedonic and utilitarian motivations for online retail sb. Journal of Retailing, 77(4), 511–535.
Chung, K., Oh, J., Kim, W., & Park, G. (2015). The effects of perceived value of mobile phones on user satisfaction, brand trust, and loyalty. Advanced Science and Technology Letters, 114, 10-14.
Chin, W.W. (1998). Issues and Opinion on Structural Equation Modeling. MIS Quarterly, 22(1).
Collomb, J. (2018). Why Your Business Needs To Analyse Customer. The Customer Knowledge Blog.
Colquitt, J. A., Scott, B. A., & LePine, J. A. (2007). Trust, trustworthiness, and TP: A M-A test of their unique relationships with RTJP. Journal of Applied Psychology, 92(4), 909–927.
Copley, L. (2017). 6 reasons why customer satisfaction is important. The Call Takers Blog.
Davcik, N. S., & Sharma, P. (2015). Impact of pd, marketing investments and be on pricing strategies: A brand level investigation. European Journal of Marketing, 49(5–6), 760–781.
Dawi, N. M., Jusoh, A., Streimikis, J., & Mardani, A. (2018). The influence of service quality on customer satisfaction and customer behavioral intentions by moderating role of switching barriers in satellite pay TV market. Economics & Sociology, 11(4), 198.
Demirgüneş, B. K. (2015). Relative importance of pv, satisfaction and perceived risk on willingness to pay more. International Review of Management and Marketing, 5(4), 211–220.
Dirisu, J. I., Iyiola, O., & Ibidunni, O. S. (2013). PD: A tool of ca and optimal op (A study of Unilever Nigeria PLC). European Scientific Journal, 9(34), 258–281.
Dwi Bambang. (2020). IDC Q1 2020: Vivo Pimpin Market Share Smartphone di Indonesia. Gizmologi.Id.
Erciş, A., Ünal, S., Candan, F. B., & Yıldırım, H. (2012). The effect of BS, trust and brand commitment on loyalty and repurchase intentions. Procedia - Social and Behavioral Sciences, 58, 1395–1404.
Fairina, S. Y. A. H. A. W. P. (2018). Relationship between CL, CS, CT, and SQ in E-Commerce Setting: Case Study of Lazada in Indonesia. IPMI International Journal of Business Studies (IJBS), 2(2).
Fornell, C., & Johnson, M. D. (1993). Differentiation as a basis for explaining cs across industries. Journal of Economic Psychology, 14(4), 681–696.
Gautam, M. (2016). What is CV and How Can You Create It? Customer Think.
Gobe, M. (2010). EB: The New Paradigm for Connecting Brands to People (Revised Ed). Allworth Press.
Hair, Joseph F. Jr, William C. Black, Barry J Babin, R. E. A. (2006). Mutivariate Data Analysis (New Jersey). Pearson Prentice Hall.
Hair, Joseph F. Jr, William C. Black, Barry J Babin, R. E. A. (2010). MDA: A Global Perspective (Seventh Ed). Pearson.
Hayati, N. (2011). The effect of cs, customer trust on customer loyalty of the card users of PT. Indosat tbk. The 1rd ICISBC, 91–100.
Hidayat, A., Saifullah, M., & Ishak, A. (2016). Determinants of satisfaction, trust, and loyalty of Indonesian e-cc. IJEM, 10 (SpecialIssue1), 151–166.
Hidayatulloh, D. (2014). Analisis Pengaruh DIferensiasi Produk, KP dan Komunikasi terhadap Kepercayaan SQ pada Produk SRZ Cabang Semarang
Indarto, Suroso, Sudaryanto, & Qomariah, N. (2018). The effect of BI and product attributes on CS and customer Lloyalty. Jurnal Aplikasi Manajemen, 16(3), 457–466.
Irawan, S. (2014). Pengaruh diffrensiasi pelayanan terhadap loyalitas nasabah melalui kepercayaan dan komitmen pada produk smart traveller PT Asuransi AXA Indoneisa [Universitas Mercubuana Jakarta].
Irissappane, D. A., & Shankardevi, B. (2015). Influence of CE Characteristics on BL. Pacific Business Review International, 7(11), 76–80.
Kungumapriya, A., & K. Malarmathi. (2018). The role of SQ, PV and trust on calculative commitment and loyalty intention. Chinese Business Review, 17(6), 287–301.
Kwon, I.W.G., & Suh, T. (2005). Trust, commitment & relationships in scm: an analysis of path. Supply Chain Management: An IJ, 10(1).
Lin, J. S. C., & Wu, C. Y. (2011). The role of expected future use in relationship‐based service retention. Managing Ser-vice Quality: An International Journal.
Jöreskog, K. G., Olsson, U. H., & Wallentin, F. Y. (2016). Multivariate analysis with LISREL. Basel, Switzerland: Springer.
Johanis., K., Rumokoy, F.S., & Tumiwa, J. (2017). The influence of corporate image and perceived value to customer satisfaction. Jurnal EMBA, 5(2). 2017.
Ju, X., Tong, Hu., & Sun. (2017). Determinants and Consequences of PDS: Evidence from Chinese Indigenous Exporters. IBR, 10(9), 60.
Kim, M. K., Wong, S. F., Chang, Y., & Park, J. H. (2016). Determinants of customer loyalty in the Korean smartphone market: Moderating effects of usage characteristics. Telematics and Informatics, 33(4), 936-949.
Komando, K. (2013). 10 smartphone must-have features. Special for USA Today.
Kopp, C. M., & Margaret, J. M. (2020). Product Differentiation. Business Marketing Essentials.
Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran, Edisi 13. Jakarta: Erlangga, 14.
Kotler, P. T. (2019). Marketing management. Pearson UK.
Kotler, P., & Keller, L.K. (2012). Marketing management (14th editi). Prentice Hall.
Kotler. P., (2012). Principles of Marketing. Pearson Prentice Hall.
Koupai, M. R., Alipourdarvish, Z., & Sardar, S. (2015). Effects of trust and pv on cl by mediating role of cs and mediating role of customers habit case study : AI bank customers in Tehran. ASHM, 2(1), 102–112.
Kumar, P. (2017). an Examination of the Antecedents of CS, BRI. 5(1), 239–257.
Latifah. S. (2018). The effect of perceived value on cuxtomer loyalty with consumer trust as intervening variable: Empirical study in international program UMS
Lee, S.-Y., Suh, S.-H., & Lee, B.-H. (2014). Indicators of CV for the National Technology Information Service. AJIP, 3(2), 245–261.
Leninkumar, V. (2017). The relationship between CS and customer trust on customer loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450–465.
Liu, N., & Yu, R. F. (2017). Identifying dffc to acceptance and usage behavior of smartphones. Computers in Human Behavior, 70.
Maheswari, R. (2008). Emotional attachment as a mediator of the relationship between service evaluation index and emotional brand with specific reference to banks.
Mbango, P. (2019). The role of perceived value in promoting cs: Antecedents and consequences. Cogent Social Sciences, 5(1).
McGrath, L. (2018). Using eb to reach the distracted consumer. Lucid Press.
Morrison, F. G. C. (2007). Building the sb by creating and managing an eb experience. Journal of Brand Management.
Mosavi, S. A., & Ghaedi, M. (2012). Role of perceived value in explaining trust and repurchase intention in e-shopping. African Journal of Business Management, 6(14), 4910-4920.
Nurmartiani, E., Hasan, M., & Komaladewi, R. (2019). Customer value in improving indihome customer's trust in West Java. Academy of Marketing Studies Journal, 23(4), 1-13..
Patrick, A. S. (2002). Building trustworthy software agents. IEEE Internet Computing, 6(6), 46–53.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Permana, I., Putra, K., Hudayah, S., & Achmad, G. N. (2020). The effect of cv and customer trust on satisfaction and customer loyalty PT.SGI Samarinda Seberang. International Journal of Economics, Business and Accounting Research (IJEBAR), ,4(2), 151–160.
Prameka, A. S., Do, B.-R., & Rofiq, A. (2016). How BT is influenced by perceived value and service quality: Mediated by hotel CS. Asia Pacific Management and Business Application, 5(2), 72–84.
Pulido, A., Stone, D., & Strevel, J. (2014). The three Cs of customer satisfaction: Consistency, consistency, consistency.
Purnamasari, D. (2018). The Roles of E-SQ, E-Trust , and E-Satisfaction on Online Retail Loyalty. Industrial Research and National Seminar (IRWNS), 1(2), 634–641.
Qayyum, Y. (2017). Product Differentiation Strategies and Impact of Factors Influencing the DP
Reski. (2016). Pengaruh diffrensiasi produk dan cm smartphone samsung terhdap kepuasan konsumen di kota Makassar
Rizan, M., Bakar, K. A., & Saidani, B. (2015). The relationship between CS and security toward trust and its impact on repurchase intention (Survey on Customer of Elevenia Online Website). Jurnal Riset Manajemen Sains Indonesia (JRMSI), 6(2), 599.
Samudro, A., Sumarwan, U., Simanjuntak, M., & Yusuf, E. (2020). Assessing the effects of perceived quality and perceived value on customer satisfaction. Management Science Letters, 10(5), 1077-1084.
Setiadi, G., Waluyo, H., & Ngatno, N. (2015). Dampak E B, Nilai Pelanggan & CM Thdp Loyalitas Pelanggan Melalui Kepuasan konsumen J.Co J. M Semarang. Jurnal Ilmu Administrasi Bisnis S1 Undip, 4(4), 76–89.
Setiawan, E. B., Wati, S., Wardana, A., & Ikhsan, R. B. (2020). Membangun kepercayaan melalui cs of airline industry in Indonesia: Service quality and price fairness contribution. Management Science Letters, 10(5), 1095–1102.
Setiowati, R., & Putri, A. (2012, December). The impact of perceived value on customer satisfaction, loyalty, recommendation and repurchase. An empirical study of spa industry in Indonesia. In International Conference on Trade, Tourism and Management (pp. 156-161).
Shirin, A., & Puth, G. (2011). CS, brand trust and variety seeking as bl determinants. African Journal of Business Management, 5(30), 11899–11915.
Suki, N. M. (2011). A customer satisfaction structural model and trust in vendors involved in mobile commerce. IJBSAM, 6(2), 17–30.
Swaen, V., & Chumpitaz, R. C. (2008). Impact of corporate social responsibility on consumer trust. Recherche et Applications en Marketing (English Edition), 23(4), 7-34.
Sweeney, J. C., & Soutar, G. N. (2001). Cpv: a multiple item scale development. Journal of Retailing, 77(2), 203–220.
Tatuil, A. (2013). The effect of SerQual and Trust on Customer Loyalty Through. Jurnal EMBA, 1(4), 1182–1188.
Thompson, C. J., Rindfleisch, A., & Arsel, Z. (2006). E branding and the doppelgänger brand image strategic value. Journal of Marketing, 70(1), 50–64.
Wahyuningsih, W. (2005). The Relationships among CV, Satisfaction and BI: A General SEM. GMIJB, 7(3), 301.
Waluyo, M. (2016). Mudah, Cepat, dan Tepat Penggunaan Tools Amos Dalam Aplikasi ( SEM ) (I. Basuk (ed.)). UPN “Veteran” Jatim.
Wijanto, S. H. (2008). Structural EM dengan Lisrel 8.8 Konsep dan Tutorial. Graha Ilmu.
Xu, Y., & Cai, S. (2004). A conceptual model of cv in e-commerce. Ecis, 2004, 2006–2014.
Zhong, Y., & Moon, H. C. (2020). What drives customer satisfaction, loyalty, and happiness in fast-food restaurants in China? perceived price, service quality, food quality, physical environment quality, and the moderating role of gender. Foods, 9(4), 460.
Zuliarni, S. (2019, December). Analysis of The Effect of Differentiation Strategy on Customer Satisfaction at PT. J&T Express Batam, Indonesia. In 1st International Conference on Applied Economics and Social Science (ICAESS 2019). Atlantis Press.
Ziaullah, M., Feng, Y., & Akhter, S. N. (2014). E-Loyalty: The influence of product quality and delivery services on e-trust and e-satisfaction in China. International journal of Applied Research and Technology (IJART), 3(10), 20–31.
Alwi, S., Nguyen, B., Melewar, T., Hui, L. Y., & Liu, M. (2010). Explicating industrial brand equity : Integrating bt , bp and industrial brand image Sharifah Alwi Brunel University , Kingston Lane Sharifah, 1–43.
Asiati, D. I., Umar, H., & Sitinjak, T. (2019). The effects of service quality, image and trust on satisfaction and its impact on Syariah bank customer loyalty in Palembang. Business and Economic Research, 9(1), 295-316.
Bagozzi, R. P. (1980). Performance and satisfaction in an ISF: An examination of their antecedents and simultaneity. Journal of Marketing, 44(2), 65.
Bagozzi, R. P. M. G. P. U. N. (1999). The role of emotions in marketing. JAMS, 27(2), 184–206.
Bollen, K. A. (1989). Structural Equations with Latent Variables. John Wiley & Sons, Inc.
Bricci, L., Fragata, A., & Antunes, J. (2016). The effects of trust, commitment and satisfaction on CL in the distribution sector. Journal of Economics, Business and Management, 4(2), 173–177.
Byrne, B. M. (2001). SE Modeling With AMOS: Konsep Dasar, Aplikasi, dan Pemrograman. Psychology Press.
Chahal, H., & Kumari, N. (2012). Cpv: The development of a multiple item scale in hospitals in the Indian context. IJPHM, 6(2), 167–190.
Chaparro-Peláez, J., Hernández-García, Á., & Urueña-López, A. (2015). The role of emotions and trust in service recovery in business-to-consumer electronic commerce. Journal of Theoretical and Applied Electronic Commerce Research, 10(2), 77-90.
Chandra, H. (2008). An evaluation of impact of service differentiation in enhancing cs in the mobile telecommunication industry in Zambia
Chen, T., & Lee, W. (2014). Trust building through BM to raise CV : A study of the insurance industry in Taiwan. G.J.C.M.P, 3(5), 158–166.
Childers, T. L., Carr, C. L., Peck, J., & Carson, S. (2001). Hedonic and utilitarian motivations for online retail sb. Journal of Retailing, 77(4), 511–535.
Chung, K., Oh, J., Kim, W., & Park, G. (2015). The effects of perceived value of mobile phones on user satisfaction, brand trust, and loyalty. Advanced Science and Technology Letters, 114, 10-14.
Chin, W.W. (1998). Issues and Opinion on Structural Equation Modeling. MIS Quarterly, 22(1).
Collomb, J. (2018). Why Your Business Needs To Analyse Customer. The Customer Knowledge Blog.
Colquitt, J. A., Scott, B. A., & LePine, J. A. (2007). Trust, trustworthiness, and TP: A M-A test of their unique relationships with RTJP. Journal of Applied Psychology, 92(4), 909–927.
Copley, L. (2017). 6 reasons why customer satisfaction is important. The Call Takers Blog.
Davcik, N. S., & Sharma, P. (2015). Impact of pd, marketing investments and be on pricing strategies: A brand level investigation. European Journal of Marketing, 49(5–6), 760–781.
Dawi, N. M., Jusoh, A., Streimikis, J., & Mardani, A. (2018). The influence of service quality on customer satisfaction and customer behavioral intentions by moderating role of switching barriers in satellite pay TV market. Economics & Sociology, 11(4), 198.
Demirgüneş, B. K. (2015). Relative importance of pv, satisfaction and perceived risk on willingness to pay more. International Review of Management and Marketing, 5(4), 211–220.
Dirisu, J. I., Iyiola, O., & Ibidunni, O. S. (2013). PD: A tool of ca and optimal op (A study of Unilever Nigeria PLC). European Scientific Journal, 9(34), 258–281.
Dwi Bambang. (2020). IDC Q1 2020: Vivo Pimpin Market Share Smartphone di Indonesia. Gizmologi.Id.
Erciş, A., Ünal, S., Candan, F. B., & Yıldırım, H. (2012). The effect of BS, trust and brand commitment on loyalty and repurchase intentions. Procedia - Social and Behavioral Sciences, 58, 1395–1404.
Fairina, S. Y. A. H. A. W. P. (2018). Relationship between CL, CS, CT, and SQ in E-Commerce Setting: Case Study of Lazada in Indonesia. IPMI International Journal of Business Studies (IJBS), 2(2).
Fornell, C., & Johnson, M. D. (1993). Differentiation as a basis for explaining cs across industries. Journal of Economic Psychology, 14(4), 681–696.
Gautam, M. (2016). What is CV and How Can You Create It? Customer Think.
Gobe, M. (2010). EB: The New Paradigm for Connecting Brands to People (Revised Ed). Allworth Press.
Hair, Joseph F. Jr, William C. Black, Barry J Babin, R. E. A. (2006). Mutivariate Data Analysis (New Jersey). Pearson Prentice Hall.
Hair, Joseph F. Jr, William C. Black, Barry J Babin, R. E. A. (2010). MDA: A Global Perspective (Seventh Ed). Pearson.
Hayati, N. (2011). The effect of cs, customer trust on customer loyalty of the card users of PT. Indosat tbk. The 1rd ICISBC, 91–100.
Hidayat, A., Saifullah, M., & Ishak, A. (2016). Determinants of satisfaction, trust, and loyalty of Indonesian e-cc. IJEM, 10 (SpecialIssue1), 151–166.
Hidayatulloh, D. (2014). Analisis Pengaruh DIferensiasi Produk, KP dan Komunikasi terhadap Kepercayaan SQ pada Produk SRZ Cabang Semarang
Indarto, Suroso, Sudaryanto, & Qomariah, N. (2018). The effect of BI and product attributes on CS and customer Lloyalty. Jurnal Aplikasi Manajemen, 16(3), 457–466.
Irawan, S. (2014). Pengaruh diffrensiasi pelayanan terhadap loyalitas nasabah melalui kepercayaan dan komitmen pada produk smart traveller PT Asuransi AXA Indoneisa [Universitas Mercubuana Jakarta].
Irissappane, D. A., & Shankardevi, B. (2015). Influence of CE Characteristics on BL. Pacific Business Review International, 7(11), 76–80.
Kungumapriya, A., & K. Malarmathi. (2018). The role of SQ, PV and trust on calculative commitment and loyalty intention. Chinese Business Review, 17(6), 287–301.
Kwon, I.W.G., & Suh, T. (2005). Trust, commitment & relationships in scm: an analysis of path. Supply Chain Management: An IJ, 10(1).
Lin, J. S. C., & Wu, C. Y. (2011). The role of expected future use in relationship‐based service retention. Managing Ser-vice Quality: An International Journal.
Jöreskog, K. G., Olsson, U. H., & Wallentin, F. Y. (2016). Multivariate analysis with LISREL. Basel, Switzerland: Springer.
Johanis., K., Rumokoy, F.S., & Tumiwa, J. (2017). The influence of corporate image and perceived value to customer satisfaction. Jurnal EMBA, 5(2). 2017.
Ju, X., Tong, Hu., & Sun. (2017). Determinants and Consequences of PDS: Evidence from Chinese Indigenous Exporters. IBR, 10(9), 60.
Kim, M. K., Wong, S. F., Chang, Y., & Park, J. H. (2016). Determinants of customer loyalty in the Korean smartphone market: Moderating effects of usage characteristics. Telematics and Informatics, 33(4), 936-949.
Komando, K. (2013). 10 smartphone must-have features. Special for USA Today.
Kopp, C. M., & Margaret, J. M. (2020). Product Differentiation. Business Marketing Essentials.
Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran, Edisi 13. Jakarta: Erlangga, 14.
Kotler, P. T. (2019). Marketing management. Pearson UK.
Kotler, P., & Keller, L.K. (2012). Marketing management (14th editi). Prentice Hall.
Kotler. P., (2012). Principles of Marketing. Pearson Prentice Hall.
Koupai, M. R., Alipourdarvish, Z., & Sardar, S. (2015). Effects of trust and pv on cl by mediating role of cs and mediating role of customers habit case study : AI bank customers in Tehran. ASHM, 2(1), 102–112.
Kumar, P. (2017). an Examination of the Antecedents of CS, BRI. 5(1), 239–257.
Latifah. S. (2018). The effect of perceived value on cuxtomer loyalty with consumer trust as intervening variable: Empirical study in international program UMS
Lee, S.-Y., Suh, S.-H., & Lee, B.-H. (2014). Indicators of CV for the National Technology Information Service. AJIP, 3(2), 245–261.
Leninkumar, V. (2017). The relationship between CS and customer trust on customer loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450–465.
Liu, N., & Yu, R. F. (2017). Identifying dffc to acceptance and usage behavior of smartphones. Computers in Human Behavior, 70.
Maheswari, R. (2008). Emotional attachment as a mediator of the relationship between service evaluation index and emotional brand with specific reference to banks.
Mbango, P. (2019). The role of perceived value in promoting cs: Antecedents and consequences. Cogent Social Sciences, 5(1).
McGrath, L. (2018). Using eb to reach the distracted consumer. Lucid Press.
Morrison, F. G. C. (2007). Building the sb by creating and managing an eb experience. Journal of Brand Management.
Mosavi, S. A., & Ghaedi, M. (2012). Role of perceived value in explaining trust and repurchase intention in e-shopping. African Journal of Business Management, 6(14), 4910-4920.
Nurmartiani, E., Hasan, M., & Komaladewi, R. (2019). Customer value in improving indihome customer's trust in West Java. Academy of Marketing Studies Journal, 23(4), 1-13..
Patrick, A. S. (2002). Building trustworthy software agents. IEEE Internet Computing, 6(6), 46–53.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Permana, I., Putra, K., Hudayah, S., & Achmad, G. N. (2020). The effect of cv and customer trust on satisfaction and customer loyalty PT.SGI Samarinda Seberang. International Journal of Economics, Business and Accounting Research (IJEBAR), ,4(2), 151–160.
Prameka, A. S., Do, B.-R., & Rofiq, A. (2016). How BT is influenced by perceived value and service quality: Mediated by hotel CS. Asia Pacific Management and Business Application, 5(2), 72–84.
Pulido, A., Stone, D., & Strevel, J. (2014). The three Cs of customer satisfaction: Consistency, consistency, consistency.
Purnamasari, D. (2018). The Roles of E-SQ, E-Trust , and E-Satisfaction on Online Retail Loyalty. Industrial Research and National Seminar (IRWNS), 1(2), 634–641.
Qayyum, Y. (2017). Product Differentiation Strategies and Impact of Factors Influencing the DP
Reski. (2016). Pengaruh diffrensiasi produk dan cm smartphone samsung terhdap kepuasan konsumen di kota Makassar
Rizan, M., Bakar, K. A., & Saidani, B. (2015). The relationship between CS and security toward trust and its impact on repurchase intention (Survey on Customer of Elevenia Online Website). Jurnal Riset Manajemen Sains Indonesia (JRMSI), 6(2), 599.
Samudro, A., Sumarwan, U., Simanjuntak, M., & Yusuf, E. (2020). Assessing the effects of perceived quality and perceived value on customer satisfaction. Management Science Letters, 10(5), 1077-1084.
Setiadi, G., Waluyo, H., & Ngatno, N. (2015). Dampak E B, Nilai Pelanggan & CM Thdp Loyalitas Pelanggan Melalui Kepuasan konsumen J.Co J. M Semarang. Jurnal Ilmu Administrasi Bisnis S1 Undip, 4(4), 76–89.
Setiawan, E. B., Wati, S., Wardana, A., & Ikhsan, R. B. (2020). Membangun kepercayaan melalui cs of airline industry in Indonesia: Service quality and price fairness contribution. Management Science Letters, 10(5), 1095–1102.
Setiowati, R., & Putri, A. (2012, December). The impact of perceived value on customer satisfaction, loyalty, recommendation and repurchase. An empirical study of spa industry in Indonesia. In International Conference on Trade, Tourism and Management (pp. 156-161).
Shirin, A., & Puth, G. (2011). CS, brand trust and variety seeking as bl determinants. African Journal of Business Management, 5(30), 11899–11915.
Suki, N. M. (2011). A customer satisfaction structural model and trust in vendors involved in mobile commerce. IJBSAM, 6(2), 17–30.
Swaen, V., & Chumpitaz, R. C. (2008). Impact of corporate social responsibility on consumer trust. Recherche et Applications en Marketing (English Edition), 23(4), 7-34.
Sweeney, J. C., & Soutar, G. N. (2001). Cpv: a multiple item scale development. Journal of Retailing, 77(2), 203–220.
Tatuil, A. (2013). The effect of SerQual and Trust on Customer Loyalty Through. Jurnal EMBA, 1(4), 1182–1188.
Thompson, C. J., Rindfleisch, A., & Arsel, Z. (2006). E branding and the doppelgänger brand image strategic value. Journal of Marketing, 70(1), 50–64.
Wahyuningsih, W. (2005). The Relationships among CV, Satisfaction and BI: A General SEM. GMIJB, 7(3), 301.
Waluyo, M. (2016). Mudah, Cepat, dan Tepat Penggunaan Tools Amos Dalam Aplikasi ( SEM ) (I. Basuk (ed.)). UPN “Veteran” Jatim.
Wijanto, S. H. (2008). Structural EM dengan Lisrel 8.8 Konsep dan Tutorial. Graha Ilmu.
Xu, Y., & Cai, S. (2004). A conceptual model of cv in e-commerce. Ecis, 2004, 2006–2014.
Zhong, Y., & Moon, H. C. (2020). What drives customer satisfaction, loyalty, and happiness in fast-food restaurants in China? perceived price, service quality, food quality, physical environment quality, and the moderating role of gender. Foods, 9(4), 460.
Zuliarni, S. (2019, December). Analysis of The Effect of Differentiation Strategy on Customer Satisfaction at PT. J&T Express Batam, Indonesia. In 1st International Conference on Applied Economics and Social Science (ICAESS 2019). Atlantis Press.
Ziaullah, M., Feng, Y., & Akhter, S. N. (2014). E-Loyalty: The influence of product quality and delivery services on e-trust and e-satisfaction in China. International journal of Applied Research and Technology (IJART), 3(10), 20–31.