The impact of social media interaction and customer service quality on consumer trust with customer satisfaction as a mediator
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Published:
Feb 28, 2024
Keywords:
Satisfaction, Service Quality, Trust, HRM Practices, Social Media Interaction
Section
Economy
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Abstract
This research delves into the intricate relationships between social media interaction, customer service quality, and human resource management practices within the organizational context of Bali PT Towerindo Sentra Tbk. Employing a quantitative research approach, the study examines the sequential impacts of these variables on customer satisfaction, consumer trust, and employee engagement. The results reveal significant positive associations between social media interaction and customer satisfaction, as well as customer service quality and both customer satisfaction and consumer trust. Furthermore, human resource management practices are found to significantly influence organizational trust and employee engagement. These findings emphasize the strategic importance of effective social media engagement, superior customer service quality, and robust human resource management in shaping positive perceptions among customers and employees alike. The research contributes valuable insights for organizations in the telecommunications industry, offering actionable recommendations to enhance customer and employee relationships, foster trust, and fortify organizational resilience
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Wardana, M. A. (2024) “The impact of social media interaction and customer service quality on consumer trust with customer satisfaction as a mediator ”, Jurnal Mantik, 7(4), pp. 3451-3459. doi: 10.35335/mantik.v7i4.4719.
References
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Chan, B., Purwanto, E., & Hendratono, T. (2020). Social Media Marketing , Perceived Service Quality , Consumer Trust and Online Purchase Intentions. Technology Reports of Kansai University, 62(10), 6265–6272.
Chen, W. K., Chen, C. W., & Silalahi, A. D. K. (2022). Understanding Consumers’ Purchase Intention and Gift-Giving in Live Streaming Commerce: Findings from SEM and fsQCA. Emerging Science Journal, 6(3), 460–481. https://doi.org/10.28991/ESJ-2022-06-03-03
Demirel, D. (2022). the Effect of Service Quality on Customer Satisfaction in Digital Age: Customer Satisfaction Based Examination of Digital Crm. Journal of Business Economics and Management, 23(3), 507–531. https://doi.org/10.3846/jbem.2022.15328
Fernandes, S., Panda, R., Venkatesh, V. G., Swar, B. N., & Shi, Y. (2022). Measuring the impact of online reviews on consumer purchase decisions – A scale development study. Journal of Retailing and Consumer Services, 68, 0–34. https://doi.org/10.1016/j.jretconser.2022.103066
GEÇ\.IT, B. B., & TA\cSKIN, E. (2020). The Effect of Value and Service Perceptions on Customer Loyalty for Electronic Commerce Sites; Mediator Role of Satisfaction and Trust. Business Management Dynamics, 10(5), 1–12.
Gutierrez, A., Punjaisri, K., Desai, B., Syed Alwi, S. F., O’Leary, S., Chaiyasoonthorn, W., & Chaveesuk, S. (2023). Retailers, don’t ignore me on social media! The importance of consumer-brand interactions in raising purchase intention - Privacy the Achilles heel. Journal of Retailing and Consumer Services, 72(January). https://doi.org/10.1016/j.jretconser.2023.103272
Handayani, D. F. R., PA, R. W., & Nuryakin, N. (2021). The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty. Jurnal Siasat Bisnis, 25(2), 119–130. https://doi.org/10.20885/jsb.vol25.iss2.art3
Haron, R., Abdul Subar, N., & Ibrahim, K. (2020). Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust. Islamic Economic Studies, 28(1), 3–23. https://doi.org/10.1108/ies-12-2019-0041
Hutagalung, I., Soelton, M., & Octaviani, A. (2020). The role of work life balance for organizational commitment. Management Science Letters, 10(15), 3693–3700. https://doi.org/10.5267/j.msl.2020.6.024
Khalifa, A., & Ali, O. Ben. (2023). Consumer Behavior in the Digital Age: A Multifaceted Study on social media, Pet Product Marketing, and EdTech Adoption. Journal of Sustainable Technologies and Infrastructure Planning, 7(5), 1–21.
Khatoon, S., Zhengliang, X., & Hussain, H. (2020). The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector. SAGE Open, 10(2). https://doi.org/10.1177/2158244020935887
Muin, I. (2023). Perlindungan Data Pribadi Dalam Platform E-Commerce Guna Peningkatan Pembangunan Ekonomi Digital Indonesia. MJP Journal Law and Justice (MJPJLJ), 1(2), 81–91. https://jurnalilmiah.co.id/index.php/MJPJLJ
Patel, B., Patel, N., Makwana, A. K., & Mahendra, D. (2023). Awareness & consumption of newly launched health- focused dairy products among youth. 12(6), 168–173.
Qalati, S. A., Vela, E. G., Li, W., Dakhan, S. A., Hong Thuy, T. T., & Merani, S. H. (2021). Effects of perceived service quality, website quality, and reputation on purchase intention: The mediating and moderating roles of trust and perceived risk in online shopping. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2020.1869363
Setiadi, B., K, K., Risdwiyanto, A., Ady Bakri, A., & Arief, I. (2023). The Application of Delone and Mclean Framework to Analyze the Relationship Between Customer Satisfaction and User Experience of Mobile Application. Jurnal Sistim Informasi Dan Teknologi, 5(1), 84–89. https://doi.org/10.37034/jsisfotek.v5i1.207
Sohail, M. S., Hasan, M., & Sohail, A. F. (2019). The Impact of Social Media Marketing on Brand Trust and Brand Loyalty. International Journal of Online Marketing, 10(1), 15–31. https://doi.org/10.4018/ijom.2020010102
Subagja, A. D., Almaududi Ausat, A. M., Sari, A. R., Wanof, M. I., & Suherlan, S. (2023). Improving Customer Service Quality in MSMEs through the Use of ChatGPT. Jurnal Minfo Polgan, 12(1), 380–386. https://doi.org/10.33395/jmp.v12i1.12407
Suchanek, P., & Kralova, M. (2023). Relationship Between Customer Expectations and Financial Performance of Food Industry Businesses in a Customer Satisfaction Model. Economic and Business Review, 25(2), 103–117. https://doi.org/10.15458/2335-4216.1320
Sudirjo, F., Hadiyati, R., Nyoman Tri Sutaguna, I., & Yusuf, M. (2023). The Influence Of Online Customer Reviews And E-Service Quality On Buying Decisions In Electronic Commerce Ratnawati 2 Politeknik Pertanian Negeri Pangkep 2. Journal of Management and Creative Business (JMCBUS), 1(2).
Suprapto, S., Lalla, N. N., Mulat, T. C., & Arda, D. (2023). Human resource development and job satisfaction among nurses. International Journal of Public Health Science, 12(3), 1056–1063. https://doi.org/10.11591/ijphs.v12i3.22982
Uzir, M. U. H., Jerin, I., Al Halbusi, H., Hamid, A. B. A., & Latiff, A. S. A. (2020). Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates? Heliyon, 6(12). https://doi.org/10.1016/j.heliyon.2020.e05710
Venkatakrishnan, J., Alagiriswamy, R., & Parayitam, S. (2023). Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty. TQM Journal, March. https://doi.org/10.1108/TQM-10-2022-0298
Wang, Q., Zhang, W., Li, J., Mai, F., & Ma, Z. (2022). Effect of online review sentiment on product sales: The moderating role of review credibility perception. Computers in Human Behavior, 133(September 2021), 107272. https://doi.org/10.1016/j.chb.2022.107272
Wantara, P., & Tambrin, M. (2019). ITHJ International Tourism and Hospitality Journal The Effect of Price and Product Quality Towards Customer Satisfaction and Customer Loyalty on Madura Batik. International Tourism and Hospitality Journal, 2(1), 1–9.
Zafar, A. U., Qiu, J., Li, Y., Wang, J., & Shahzad, M. (2021). The impact of social media celebrities’ posts and contextual interactions on impulse buying in social commerce. Computers in Human Behavior, 115(July), 106178. https://doi.org/10.1016/j.chb.2019.106178
Azzaakiyyah, H. K. (2023). The Impact of Social Media Use on Social Interaction in Contemporary Society. Technology and Society Perspectives (TACIT), 1(1), 1–9. https://doi.org/10.61100/tacit.v1i1.33
Bouchriha, Z., Farid, S., & Ouiddad, S. (2023). Enhancing Value Co-creation Behaviors Through Customer Engagement In The Moroccan Hotel Context: How Does It Influence Customer Satisfaction And Brand Image? Journal of Quality Assurance in Hospitality and Tourism, 00(00), 1–26. https://doi.org/10.1080/1528008X.2023.2165595
Cavaliere, L. P. L., Khan, R., Jainani, K., Sundram, S., Bagale, G., Chakravarthi, K. M., Regin, R., & Rajest, S. S. (2021). The Impact Of Customer Relationship Management On Customer Satisfaction And Retention: The Mediation Of Service Quality. Turkish Journal of Physiotherapy and Rehabilitation, 32(3), 22107–22121. www.turkjphysiotherrehabil.org22107
Chamblee, W. (2022). The Effects of Social Media on Public Relations. 63.
Chan, B., Purwanto, E., & Hendratono, T. (2020). Social Media Marketing , Perceived Service Quality , Consumer Trust and Online Purchase Intentions. Technology Reports of Kansai University, 62(10), 6265–6272.
Chen, W. K., Chen, C. W., & Silalahi, A. D. K. (2022). Understanding Consumers’ Purchase Intention and Gift-Giving in Live Streaming Commerce: Findings from SEM and fsQCA. Emerging Science Journal, 6(3), 460–481. https://doi.org/10.28991/ESJ-2022-06-03-03
Demirel, D. (2022). the Effect of Service Quality on Customer Satisfaction in Digital Age: Customer Satisfaction Based Examination of Digital Crm. Journal of Business Economics and Management, 23(3), 507–531. https://doi.org/10.3846/jbem.2022.15328
Fernandes, S., Panda, R., Venkatesh, V. G., Swar, B. N., & Shi, Y. (2022). Measuring the impact of online reviews on consumer purchase decisions – A scale development study. Journal of Retailing and Consumer Services, 68, 0–34. https://doi.org/10.1016/j.jretconser.2022.103066
GEÇ\.IT, B. B., & TA\cSKIN, E. (2020). The Effect of Value and Service Perceptions on Customer Loyalty for Electronic Commerce Sites; Mediator Role of Satisfaction and Trust. Business Management Dynamics, 10(5), 1–12.
Gutierrez, A., Punjaisri, K., Desai, B., Syed Alwi, S. F., O’Leary, S., Chaiyasoonthorn, W., & Chaveesuk, S. (2023). Retailers, don’t ignore me on social media! The importance of consumer-brand interactions in raising purchase intention - Privacy the Achilles heel. Journal of Retailing and Consumer Services, 72(January). https://doi.org/10.1016/j.jretconser.2023.103272
Handayani, D. F. R., PA, R. W., & Nuryakin, N. (2021). The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty. Jurnal Siasat Bisnis, 25(2), 119–130. https://doi.org/10.20885/jsb.vol25.iss2.art3
Haron, R., Abdul Subar, N., & Ibrahim, K. (2020). Service quality of Islamic banks: satisfaction, loyalty and the mediating role of trust. Islamic Economic Studies, 28(1), 3–23. https://doi.org/10.1108/ies-12-2019-0041
Hutagalung, I., Soelton, M., & Octaviani, A. (2020). The role of work life balance for organizational commitment. Management Science Letters, 10(15), 3693–3700. https://doi.org/10.5267/j.msl.2020.6.024
Khalifa, A., & Ali, O. Ben. (2023). Consumer Behavior in the Digital Age: A Multifaceted Study on social media, Pet Product Marketing, and EdTech Adoption. Journal of Sustainable Technologies and Infrastructure Planning, 7(5), 1–21.
Khatoon, S., Zhengliang, X., & Hussain, H. (2020). The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector. SAGE Open, 10(2). https://doi.org/10.1177/2158244020935887
Muin, I. (2023). Perlindungan Data Pribadi Dalam Platform E-Commerce Guna Peningkatan Pembangunan Ekonomi Digital Indonesia. MJP Journal Law and Justice (MJPJLJ), 1(2), 81–91. https://jurnalilmiah.co.id/index.php/MJPJLJ
Patel, B., Patel, N., Makwana, A. K., & Mahendra, D. (2023). Awareness & consumption of newly launched health- focused dairy products among youth. 12(6), 168–173.
Qalati, S. A., Vela, E. G., Li, W., Dakhan, S. A., Hong Thuy, T. T., & Merani, S. H. (2021). Effects of perceived service quality, website quality, and reputation on purchase intention: The mediating and moderating roles of trust and perceived risk in online shopping. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2020.1869363
Setiadi, B., K, K., Risdwiyanto, A., Ady Bakri, A., & Arief, I. (2023). The Application of Delone and Mclean Framework to Analyze the Relationship Between Customer Satisfaction and User Experience of Mobile Application. Jurnal Sistim Informasi Dan Teknologi, 5(1), 84–89. https://doi.org/10.37034/jsisfotek.v5i1.207
Sohail, M. S., Hasan, M., & Sohail, A. F. (2019). The Impact of Social Media Marketing on Brand Trust and Brand Loyalty. International Journal of Online Marketing, 10(1), 15–31. https://doi.org/10.4018/ijom.2020010102
Subagja, A. D., Almaududi Ausat, A. M., Sari, A. R., Wanof, M. I., & Suherlan, S. (2023). Improving Customer Service Quality in MSMEs through the Use of ChatGPT. Jurnal Minfo Polgan, 12(1), 380–386. https://doi.org/10.33395/jmp.v12i1.12407
Suchanek, P., & Kralova, M. (2023). Relationship Between Customer Expectations and Financial Performance of Food Industry Businesses in a Customer Satisfaction Model. Economic and Business Review, 25(2), 103–117. https://doi.org/10.15458/2335-4216.1320
Sudirjo, F., Hadiyati, R., Nyoman Tri Sutaguna, I., & Yusuf, M. (2023). The Influence Of Online Customer Reviews And E-Service Quality On Buying Decisions In Electronic Commerce Ratnawati 2 Politeknik Pertanian Negeri Pangkep 2. Journal of Management and Creative Business (JMCBUS), 1(2).
Suprapto, S., Lalla, N. N., Mulat, T. C., & Arda, D. (2023). Human resource development and job satisfaction among nurses. International Journal of Public Health Science, 12(3), 1056–1063. https://doi.org/10.11591/ijphs.v12i3.22982
Uzir, M. U. H., Jerin, I., Al Halbusi, H., Hamid, A. B. A., & Latiff, A. S. A. (2020). Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates? Heliyon, 6(12). https://doi.org/10.1016/j.heliyon.2020.e05710
Venkatakrishnan, J., Alagiriswamy, R., & Parayitam, S. (2023). Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty. TQM Journal, March. https://doi.org/10.1108/TQM-10-2022-0298
Wang, Q., Zhang, W., Li, J., Mai, F., & Ma, Z. (2022). Effect of online review sentiment on product sales: The moderating role of review credibility perception. Computers in Human Behavior, 133(September 2021), 107272. https://doi.org/10.1016/j.chb.2022.107272
Wantara, P., & Tambrin, M. (2019). ITHJ International Tourism and Hospitality Journal The Effect of Price and Product Quality Towards Customer Satisfaction and Customer Loyalty on Madura Batik. International Tourism and Hospitality Journal, 2(1), 1–9.
Zafar, A. U., Qiu, J., Li, Y., Wang, J., & Shahzad, M. (2021). The impact of social media celebrities’ posts and contextual interactions on impulse buying in social commerce. Computers in Human Behavior, 115(July), 106178. https://doi.org/10.1016/j.chb.2019.106178
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