How to cite this paper
Napitupulu, R., Sihombing, N., Napitupulu, B & Pardede, E. (2021). Customer satisfaction and trust interaction model.Management Science Letters , 11(4), 1101-1110.
Refrences
4muda. (2017). 10 Merek Motor Terbaik Di Dunia (2017). 4muda.Com.
Aaker, D. A. (2009). Managing Brand Equity. Simon and Schuster.
Anić, I.-D., & Radas, S. (2006). The Role of Satisfaction and Demographic Factors in Building SL - HCS in Croatia -. Privredna Kretanja i Ekonomska Politika, 16(108), 66–86.
Ardhiansyah, N., & Sri, Murni Setyawati, Yunanto, A. (2014). Impact of Brand Trust on CS and Customer Loyalty. Intrenational Conference on Rural Development and Entrepreneurship 2019: Enhacing Small Business and Rural Development Towrads Industrial Revolution 4.0, 2(9), 288–293.
Ashfaq, M., Yun, J., Waheed, A., Khan, M. S., & Farrukh, M. (2019). Customers’ Expectation, Satisfaction, and RI of Used PO: EE From China. SAGE Open, 9(2).
Ayo, A. S., & Jones, E. (2018). Modelling repurchase intention among smartphones users in Nigeria. Journal of Modelling in Management, 13(4), 794–814.
Ba, S., & Pavlou, P. A. (2002). Evidence of the effect of tbt in electronic markets: Price premiums and buyer behavior. MIS Quarterly: Management Information Systems, 26(3), 243–268.
Basheer, M. Nadeem, Azeem, & Mahmood. (2017). Impact of cs on brand equity under the influensce of brand trust. EPRA International Journal of Research &Development (IJRD), 2(2).
Bilal, A., & Malik, F. M. (2014). Impact of brand equity & brand awareness on cs. International Journal of Modern Management & Foresight, 1(10), 2204–2272.
Bilson, S. (n.d.). Model SEM dengan variabel interaksi. BS MRC. Retrieved June 8, 2020.
Bollen Kenneth 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.
Bulut, Z. A. (2015). Determinants of RI in online shopping: A Turkish consumer perspective. International Journal Business And Social Science. Dokuz Eylül University. IJBSS, 6(October 2015), 55–63.
Butler, John K., J. (1991). Toward Understanding and Measuring C of T: Evolution of a Conditions of TI. Journal of Management;, 17(3).
Chang, S.-C., Chou, P.-Y., & Lo, W.-C. (2014). Evaluation of satisfaction and ri in online fg-b, using Taiwan as an example. British Food Journal, 116(1).
Chen, H. S., & Hsieh, T. (2011). The effect of atmosphere on customer perceptions and customer behavior responses in chain store supermarkets. African Journal of Business Management, 5(24), 10054-10066.
Costabile, M. (2000). A dynamic model of customer loyalty. 16th IMP Annual Conference, Bath, England.
Dehghan, N. A., Alizadeh, H., & Mirzaei-Alamouti, S. (2015). Exploring The customer perceived values as Antecedent of pb. Serbian Journal of Management, 10(2), 173–188.
Dung, L. T. (2019). Pharmacist’s interaction behavior and cl: The mediating role of ct and satisfaction. Journal of Behavioral Science, 14(3), 1–13.
Erciş, A., Ünal, S., Candan, F. B., & Yıldırım, H. (2012a). The effect of BS, trust and brand commitment on loyalty and repurchase intentions. Procedia - Social and Behavioral Sciences, 58, 1395–1404.
Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56(1).
Gefen, D., & Straub, D. W. (2004). Ct in B2C e-C and the importance of sp : experiments in e-P and e-S. Omega, 32.
Gómez, O., C, M., & PÉREZ, G. (2019). Be as a determinant of pp and ri. Revista Espacios, 40(35), 7.
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.
Halliburton, C., & Poenaru, A. (2011). The Role of Trust in Consumer Relationships. In ECSP Europe.
Hayati, N. (2011). The effect of cs , ct on custromer loyalty of the card users of PT. Indosat tbk. The 1rd IC on information System for Business Competitiveness (ICISBC), 91–100.
He, Y., Chan, L. K., & Tse, S. K. (2008). From cs to ri: The role of price tolerance in a csm. Total Quality Management and Business Excellence, 19(9), 949–961.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention. European Journal of Marketing, 37(11/12), 1762–1800.
Hidayat, R., Akhmad, S., & Machmud, M. (2015). Effects of SQ, CT and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java. Al-Iqtishad. Journal of Islamic Economics, 7(2), 151–164.
Hong, I. B., & Cho, H. (2011). The impact of ct on al and pi in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31(5), 469–479.
Ibzan, E., Balarabe, F., & Balarabe, J. (2016). Consumer satisfaction and repurchase intentions. Developing Country Studies, 6(2), 96–100.
Jöreskog, K. G., Sörbom, D., & Yang-Wallentin, F. (2006). Latent variable scores and observational residuals. Lisrel, 1996, 10.
Jöreskog Wallentin, K. G. U. H. O. Y. (2016). Multivariate Analysis with LISREL. Springer, Cham.
Judith, H., Washburn, & Plank, R.E. (2002). Measuring BE: An Evaluation of a C-B BES. Journal of Marketing Theory and Practice, 10(1), 46–62.
Khadka, K., & Maharjan, S. (2017). Value, satisfaction and customer loyalty [Centra University of Applied Sciences]. In Centria.
Khan, S. (2012). Determinants of BE and Its Causes & Consequences A Study of Automobiles Oil from PRP. EA, 45(3–4), 60–66.
Kim, D. J. (2012). An investigation of the effect of online ct on expectation, satisfaction, and post-expectation. Information Systems and E-Business Management, 10(2), 219–240.
Kim, K. H., Kim, K. S., Kim, D. Y., Kim, J. H., & Kang, S. H. (2008). Brand equity in hospital marketing. Journal of Business Research, 61(1), 75–82.
Kim, P.-J. (2017). The Analysis of the Factors in CT and RD in Traditional Market. Journal of Industrial Distribution & Business, 8(7), 71–81.
Kotler, P. N. U., & K. K. L. (2008). Manajemen Pemasaran (M. Adi (ed.); Edisi 12). Erlangga.
Kotler, P. N. U., & Lane, Keller Kevin Tuck School of Business, D. C. (2016). Marketing Management (15th Editi). Pearson.
Kotler Philip, G. M. A. (2012). Principles of Marketing. Pearson Prentice Hall,.
Kumar, A. (2014). Brand Equity and CT – a Study of Lg Television in Mysore District. IJMRR, 4(5), 610–615.
Leninkumar, V. (2017). The Relationship between CS and CT Customer Loyalty. IJARBSS, 7(4), 450–465.
Leonnard. (2019). Exploring the relationship among e-sq, e-trust, e-satisfaction and loyalty at hei. Journal on Efficiency and Responsibility in Education and Science, 12(4), 103–110.
Lu, W., & Hakim, L. (2017). Empirical research on cs, trust and their ie on e-loyalty - Study on Tencent instant message in China. Journal of Mechanical Engineering Research and Developments, 40(1), 207–213.
Mahaputra, M. R. (2017). The Influence of Trust and CV to CS on Bank BRI Branch Soetomo Jambi. SJBMS, 2(8), 737–743.
Moorman, C., Deshpandé, R., & Zaltman., G. (1993). Factors Affecting Trust in Market Research Relationships. Journal of Marketing, 57(1).
Nam, J., Ekinci, Y., & Whyatt, G. (2011). Be, brand loyalty and cs. Annals of Tourism Research, 38(3), 1009–1030.
Nasution, E. N. (2020). Medan Municipality in Figures 2020.
Nguyen, N., Leclerc, A., & LeBlanc, G. (2013). The Mediating Role of CT on CL. Journal of Service Science and Management, 06(01), 96–109.
Nugroho, S. A. (2019). Catatan Penjualan SM Sudah Tembus 1 Juta Unit. Kompas.Com.
Ossipenko, G., Bengtsson, M., & Marell, A. (2009). Satisfaction and be: an empirical analysis of the effects in the B2B setting. Proceeding of the 38th EMAC Conference
Ove C. Hansemark, & Albinsson, M. (2004). Cs and retention: the experiences of individual employees. Journal of Service Theory and Practice, 14(1), 40–57.
Pappu, R., & Quester, P. (2006). Does cs lead to improved be ? An ee of two categories of retail brands. Journal of Product & Brand Managemen, 15(1), 4–14.
Pitaloka, I. W., & Gumanti, T. A. (2019). The Effects Of BE On RI : The Role Of BRQ In Muslim Wear Brand S-I. International Journal of Scientific & Technology Research, 8(1).
Ping Jr., R.A. (1996). Estimating lvi and quadratics: The state of this art. Journal of Management, 22(1), 163–183.
Poerwadi, S., Suyanto, M., Hidayat, A., Purwadi, P., & Eq, Z. M. (2019). Influence of BE strategy, brand image and BT on coffee product’s brand equity. International Journal of Marketing Studies, 11(3), 26.
Prameka, A. S., Do, B.-R., & Rofiq, A. (2016). How BT is Influenced by PV and SQ: Mediated by HCS. Asia Pacific Management and Business Application, 5(2), 72–84.
Rahmatiyah, R., Yulianto, E., & Kusumawati, A. (2017). Satisfaction, Trust and Attachment on BCC: Loyalty Impact. RJASES, 64(4), 133–138.
Riki Wijayajaya, H., & Tri Astuti, S. R. (2018). The effect of trust and BI to RI in online shopping. KnE Social Sciences, 3(10), 915.
Roche, G., & Allen, R. (2007). CS: The customer experience through the customer’s eyes (1st Editio). Cogent Publishing
Ruswanti, E., Eff, A. R. Y., & Kusumawati, M. D. (2020). Wom, trust, satisfaction and effect of ri to Batavia hospital in west Jakarta, Indonesia. Management Science Letters, 10(2), 265–270.
Sanchez-Franco, M. J. (2009). The ME of Involvement on the Relationships Between S, T and Commitment in e-Banking. JIM, 23(3), 247–258.
Santos, C. P. dos, & Fernandes, D. V. der H. (2008). Antecedents and Consequences of CT in the Context of SR. BAR , 5(3), 225–244.
Sari, D. A. T., & Giantari, I. G. A. K. (2020). Role of cs in mediating effect of product quality on ri. IRJMITSS, 7(1), 217–226.
Seiders, K., Voss, G. B., Grewal, D., & Godfrey, A. L. (2005). Do SC Buy More ? Examining MI in. Journal of Management, 69, 26–43.
Seiler, R., Schuppisser, S., & Koruna, S. (2018). Trust in MB - An Empirical Study on Brand Personality and TBM on Motorcycle Websites. Conference: 10th IC on New Challenges in Management and BusinessAt: Dubai.
Setiawan, E. B., Wati, S., Wardana, A., & Ikhsan, R. B. (2020). Building trust through cs in the airline industry in Indonesia: Service quality and price fairness contribution. Management Science Letters, 10(5), 1095–1102.
Soo Ho, C. (2018). Impact on CT and CS according to the Logistics Service Quality of Home Shopping. IJPAM, 118(19), 277–289.
Suki, N. M. (2011). A structural model of cs and trust in vendors involved in mobile commerce. IJBSAM, 6(2), 17–30.
Susanty, A., & Kenny, E. (2015). The Relationship between BE , CS , and Brand Loyalty on Coffee Shop : Study of Excelso and Starbucks. ASEAN MJ, 7(1), 14–27.
Thaichon, P., & Quach, T. N. (2015). The relationship between sq, satisfaction, trust, value, c and l of Ispc. JGSMSBAW, 25(4).
Tirtayani, I. G. A., & Sukaatmadja, I. P. G. (2018). The effect ofperceived website quality, e-satisfaction, and e-trust toward online ri. International Journal of Economics, Commerce and Management, 6(10).
Tjiptono, F. ;, & Chandra, Gregorius; Adriana, D. (2008). Strategi Pemasaran (Edisi 2). Andi.
Torres, A., & Tribó, J. A. (2011). Customer satisfaction and brand equity. Journal of Business Research, 64(10), 1089–1096.
Upamannyu, Gulati, Chack & Kaur. (2015). The effect of ct on customer loyalty and ri: The moderating influence of perceived CSR. IJRITME, 5(4), 1–31.
Utami, S. (2015). The influence of customers’ trust on customer loyalty. International Journal of Economics, Commerce and Management United Kingdom, 3(7), 638–653.
Vinh, T. T., & Huy, L. Van. (2016). The relationships among BE, brand preference , and PI : Empirical evidence from the Motorbike Market in Vietnam. Nternational Journal of Economics and Finance, 8(3), 75–84.
Waari, D. N. (2018). The Effect of CS on CL: The Moderation Roles of Experiential Encounter And Customer Patronage. IOSR Journal of Business and Management (IOSR-JBM), 20(4).
Waluyo, M. (2016). Mudah Cepat Tepat Penggunaan TA Dalam Aplikasi ( SEM ) (I. Basuk (ed.)). UPN “Veteran” Jatim.
Wen, C., Prybutok, V. R., & Xu, C. (2011). An integrated model for customer online repurchase intention. Journal of Computer Information Systems, 52(1), 14-23.
Widodo, A., & Murwatiningsih, M. (2019). The Influence of Promotion and Trust on Customer Loyalty through Customer Satisfaction. Management Analysis Journal, 8(3), 265-274.
Wijanto Setyo Hary. (2008). SEM dengan Lisrel 8.8 Konsep dan Tutorial. Graha Ilmu.
Wijaya, R., Farida, N., & Andriyansah. (2018). Determinants of ri at online stores in Indonesia. International Journal of E-Business Research, 14(3), 95–111.
Wynne W. Chin. (1998). Issues and Opinion on Structural Equation Modeling. MIS Quarterly, 22(1).
Yoo, B., & Donthu, N. (2001). Developing and Validating a MC-Based BES. Journal of Business Research, 52(1), 1–14.
Aaker, D. A. (2009). Managing Brand Equity. Simon and Schuster.
Anić, I.-D., & Radas, S. (2006). The Role of Satisfaction and Demographic Factors in Building SL - HCS in Croatia -. Privredna Kretanja i Ekonomska Politika, 16(108), 66–86.
Ardhiansyah, N., & Sri, Murni Setyawati, Yunanto, A. (2014). Impact of Brand Trust on CS and Customer Loyalty. Intrenational Conference on Rural Development and Entrepreneurship 2019: Enhacing Small Business and Rural Development Towrads Industrial Revolution 4.0, 2(9), 288–293.
Ashfaq, M., Yun, J., Waheed, A., Khan, M. S., & Farrukh, M. (2019). Customers’ Expectation, Satisfaction, and RI of Used PO: EE From China. SAGE Open, 9(2).
Ayo, A. S., & Jones, E. (2018). Modelling repurchase intention among smartphones users in Nigeria. Journal of Modelling in Management, 13(4), 794–814.
Ba, S., & Pavlou, P. A. (2002). Evidence of the effect of tbt in electronic markets: Price premiums and buyer behavior. MIS Quarterly: Management Information Systems, 26(3), 243–268.
Basheer, M. Nadeem, Azeem, & Mahmood. (2017). Impact of cs on brand equity under the influensce of brand trust. EPRA International Journal of Research &Development (IJRD), 2(2).
Bilal, A., & Malik, F. M. (2014). Impact of brand equity & brand awareness on cs. International Journal of Modern Management & Foresight, 1(10), 2204–2272.
Bilson, S. (n.d.). Model SEM dengan variabel interaksi. BS MRC. Retrieved June 8, 2020.
Bollen Kenneth 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.
Bulut, Z. A. (2015). Determinants of RI in online shopping: A Turkish consumer perspective. International Journal Business And Social Science. Dokuz Eylül University. IJBSS, 6(October 2015), 55–63.
Butler, John K., J. (1991). Toward Understanding and Measuring C of T: Evolution of a Conditions of TI. Journal of Management;, 17(3).
Chang, S.-C., Chou, P.-Y., & Lo, W.-C. (2014). Evaluation of satisfaction and ri in online fg-b, using Taiwan as an example. British Food Journal, 116(1).
Chen, H. S., & Hsieh, T. (2011). The effect of atmosphere on customer perceptions and customer behavior responses in chain store supermarkets. African Journal of Business Management, 5(24), 10054-10066.
Costabile, M. (2000). A dynamic model of customer loyalty. 16th IMP Annual Conference, Bath, England.
Dehghan, N. A., Alizadeh, H., & Mirzaei-Alamouti, S. (2015). Exploring The customer perceived values as Antecedent of pb. Serbian Journal of Management, 10(2), 173–188.
Dung, L. T. (2019). Pharmacist’s interaction behavior and cl: The mediating role of ct and satisfaction. Journal of Behavioral Science, 14(3), 1–13.
Erciş, A., Ünal, S., Candan, F. B., & Yıldırım, H. (2012a). The effect of BS, trust and brand commitment on loyalty and repurchase intentions. Procedia - Social and Behavioral Sciences, 58, 1395–1404.
Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56(1).
Gefen, D., & Straub, D. W. (2004). Ct in B2C e-C and the importance of sp : experiments in e-P and e-S. Omega, 32.
Gómez, O., C, M., & PÉREZ, G. (2019). Be as a determinant of pp and ri. Revista Espacios, 40(35), 7.
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.
Halliburton, C., & Poenaru, A. (2011). The Role of Trust in Consumer Relationships. In ECSP Europe.
Hayati, N. (2011). The effect of cs , ct on custromer loyalty of the card users of PT. Indosat tbk. The 1rd IC on information System for Business Competitiveness (ICISBC), 91–100.
He, Y., Chan, L. K., & Tse, S. K. (2008). From cs to ri: The role of price tolerance in a csm. Total Quality Management and Business Excellence, 19(9), 949–961.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention. European Journal of Marketing, 37(11/12), 1762–1800.
Hidayat, R., Akhmad, S., & Machmud, M. (2015). Effects of SQ, CT and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java. Al-Iqtishad. Journal of Islamic Economics, 7(2), 151–164.
Hong, I. B., & Cho, H. (2011). The impact of ct on al and pi in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31(5), 469–479.
Ibzan, E., Balarabe, F., & Balarabe, J. (2016). Consumer satisfaction and repurchase intentions. Developing Country Studies, 6(2), 96–100.
Jöreskog, K. G., Sörbom, D., & Yang-Wallentin, F. (2006). Latent variable scores and observational residuals. Lisrel, 1996, 10.
Jöreskog Wallentin, K. G. U. H. O. Y. (2016). Multivariate Analysis with LISREL. Springer, Cham.
Judith, H., Washburn, & Plank, R.E. (2002). Measuring BE: An Evaluation of a C-B BES. Journal of Marketing Theory and Practice, 10(1), 46–62.
Khadka, K., & Maharjan, S. (2017). Value, satisfaction and customer loyalty [Centra University of Applied Sciences]. In Centria.
Khan, S. (2012). Determinants of BE and Its Causes & Consequences A Study of Automobiles Oil from PRP. EA, 45(3–4), 60–66.
Kim, D. J. (2012). An investigation of the effect of online ct on expectation, satisfaction, and post-expectation. Information Systems and E-Business Management, 10(2), 219–240.
Kim, K. H., Kim, K. S., Kim, D. Y., Kim, J. H., & Kang, S. H. (2008). Brand equity in hospital marketing. Journal of Business Research, 61(1), 75–82.
Kim, P.-J. (2017). The Analysis of the Factors in CT and RD in Traditional Market. Journal of Industrial Distribution & Business, 8(7), 71–81.
Kotler, P. N. U., & K. K. L. (2008). Manajemen Pemasaran (M. Adi (ed.); Edisi 12). Erlangga.
Kotler, P. N. U., & Lane, Keller Kevin Tuck School of Business, D. C. (2016). Marketing Management (15th Editi). Pearson.
Kotler Philip, G. M. A. (2012). Principles of Marketing. Pearson Prentice Hall,.
Kumar, A. (2014). Brand Equity and CT – a Study of Lg Television in Mysore District. IJMRR, 4(5), 610–615.
Leninkumar, V. (2017). The Relationship between CS and CT Customer Loyalty. IJARBSS, 7(4), 450–465.
Leonnard. (2019). Exploring the relationship among e-sq, e-trust, e-satisfaction and loyalty at hei. Journal on Efficiency and Responsibility in Education and Science, 12(4), 103–110.
Lu, W., & Hakim, L. (2017). Empirical research on cs, trust and their ie on e-loyalty - Study on Tencent instant message in China. Journal of Mechanical Engineering Research and Developments, 40(1), 207–213.
Mahaputra, M. R. (2017). The Influence of Trust and CV to CS on Bank BRI Branch Soetomo Jambi. SJBMS, 2(8), 737–743.
Moorman, C., Deshpandé, R., & Zaltman., G. (1993). Factors Affecting Trust in Market Research Relationships. Journal of Marketing, 57(1).
Nam, J., Ekinci, Y., & Whyatt, G. (2011). Be, brand loyalty and cs. Annals of Tourism Research, 38(3), 1009–1030.
Nasution, E. N. (2020). Medan Municipality in Figures 2020.
Nguyen, N., Leclerc, A., & LeBlanc, G. (2013). The Mediating Role of CT on CL. Journal of Service Science and Management, 06(01), 96–109.
Nugroho, S. A. (2019). Catatan Penjualan SM Sudah Tembus 1 Juta Unit. Kompas.Com.
Ossipenko, G., Bengtsson, M., & Marell, A. (2009). Satisfaction and be: an empirical analysis of the effects in the B2B setting. Proceeding of the 38th EMAC Conference
Ove C. Hansemark, & Albinsson, M. (2004). Cs and retention: the experiences of individual employees. Journal of Service Theory and Practice, 14(1), 40–57.
Pappu, R., & Quester, P. (2006). Does cs lead to improved be ? An ee of two categories of retail brands. Journal of Product & Brand Managemen, 15(1), 4–14.
Pitaloka, I. W., & Gumanti, T. A. (2019). The Effects Of BE On RI : The Role Of BRQ In Muslim Wear Brand S-I. International Journal of Scientific & Technology Research, 8(1).
Ping Jr., R.A. (1996). Estimating lvi and quadratics: The state of this art. Journal of Management, 22(1), 163–183.
Poerwadi, S., Suyanto, M., Hidayat, A., Purwadi, P., & Eq, Z. M. (2019). Influence of BE strategy, brand image and BT on coffee product’s brand equity. International Journal of Marketing Studies, 11(3), 26.
Prameka, A. S., Do, B.-R., & Rofiq, A. (2016). How BT is Influenced by PV and SQ: Mediated by HCS. Asia Pacific Management and Business Application, 5(2), 72–84.
Rahmatiyah, R., Yulianto, E., & Kusumawati, A. (2017). Satisfaction, Trust and Attachment on BCC: Loyalty Impact. RJASES, 64(4), 133–138.
Riki Wijayajaya, H., & Tri Astuti, S. R. (2018). The effect of trust and BI to RI in online shopping. KnE Social Sciences, 3(10), 915.
Roche, G., & Allen, R. (2007). CS: The customer experience through the customer’s eyes (1st Editio). Cogent Publishing
Ruswanti, E., Eff, A. R. Y., & Kusumawati, M. D. (2020). Wom, trust, satisfaction and effect of ri to Batavia hospital in west Jakarta, Indonesia. Management Science Letters, 10(2), 265–270.
Sanchez-Franco, M. J. (2009). The ME of Involvement on the Relationships Between S, T and Commitment in e-Banking. JIM, 23(3), 247–258.
Santos, C. P. dos, & Fernandes, D. V. der H. (2008). Antecedents and Consequences of CT in the Context of SR. BAR , 5(3), 225–244.
Sari, D. A. T., & Giantari, I. G. A. K. (2020). Role of cs in mediating effect of product quality on ri. IRJMITSS, 7(1), 217–226.
Seiders, K., Voss, G. B., Grewal, D., & Godfrey, A. L. (2005). Do SC Buy More ? Examining MI in. Journal of Management, 69, 26–43.
Seiler, R., Schuppisser, S., & Koruna, S. (2018). Trust in MB - An Empirical Study on Brand Personality and TBM on Motorcycle Websites. Conference: 10th IC on New Challenges in Management and BusinessAt: Dubai.
Setiawan, E. B., Wati, S., Wardana, A., & Ikhsan, R. B. (2020). Building trust through cs in the airline industry in Indonesia: Service quality and price fairness contribution. Management Science Letters, 10(5), 1095–1102.
Soo Ho, C. (2018). Impact on CT and CS according to the Logistics Service Quality of Home Shopping. IJPAM, 118(19), 277–289.
Suki, N. M. (2011). A structural model of cs and trust in vendors involved in mobile commerce. IJBSAM, 6(2), 17–30.
Susanty, A., & Kenny, E. (2015). The Relationship between BE , CS , and Brand Loyalty on Coffee Shop : Study of Excelso and Starbucks. ASEAN MJ, 7(1), 14–27.
Thaichon, P., & Quach, T. N. (2015). The relationship between sq, satisfaction, trust, value, c and l of Ispc. JGSMSBAW, 25(4).
Tirtayani, I. G. A., & Sukaatmadja, I. P. G. (2018). The effect ofperceived website quality, e-satisfaction, and e-trust toward online ri. International Journal of Economics, Commerce and Management, 6(10).
Tjiptono, F. ;, & Chandra, Gregorius; Adriana, D. (2008). Strategi Pemasaran (Edisi 2). Andi.
Torres, A., & Tribó, J. A. (2011). Customer satisfaction and brand equity. Journal of Business Research, 64(10), 1089–1096.
Upamannyu, Gulati, Chack & Kaur. (2015). The effect of ct on customer loyalty and ri: The moderating influence of perceived CSR. IJRITME, 5(4), 1–31.
Utami, S. (2015). The influence of customers’ trust on customer loyalty. International Journal of Economics, Commerce and Management United Kingdom, 3(7), 638–653.
Vinh, T. T., & Huy, L. Van. (2016). The relationships among BE, brand preference , and PI : Empirical evidence from the Motorbike Market in Vietnam. Nternational Journal of Economics and Finance, 8(3), 75–84.
Waari, D. N. (2018). The Effect of CS on CL: The Moderation Roles of Experiential Encounter And Customer Patronage. IOSR Journal of Business and Management (IOSR-JBM), 20(4).
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