From Service To Trust: Investigating The Role Of E-Satisfaction In Mediating Customer Service And Efficiency On E-Trust

Tedjakusuma, Adi Prasetyo and Kulachai, Waiphot (2026) From Service To Trust: Investigating The Role Of E-Satisfaction In Mediating Customer Service And Efficiency On E-Trust. International Journal for Quality Research, 20 (1). pp. 147-164. ISSN 1800-6450; E-ISSN 1800-7473

PDF FROM SERVICE TO TRUST.pdf Download (665kB)

Abstract

This study examines the relationships between customer service, efficiency, electronic satisfaction, and electronic trust in digital marketplaces, focusing on the mediating role of satisfaction. Data were collected from 326 respondents using purposive sampling and analyzed with Partial Least Squares Structural Equation Modeling. The findings indicate that customer service and efficiency significantly enhance satisfaction, which in turn positively influences trust. Satisfaction also mediates the relationships between customer service, efficiency, and trust, highlighting its critical role in building consumer confidence. These results emphasize the importance of responsive customer support and efficient platform design in fostering satisfaction and trust. Businesses should invest in improving service quality, user- friendly interfaces, and secure transaction systems to enhance customer experiences and loyalty. This study provides insights into trust-building mechanisms in digital marketplaces and offers recommendations for businesses and policymakers to promote customer satisfaction and trust in competitive and evolving digital environments.

Item Type:	Article
Uncontrolled Keywords:	customer service, digital marketplaces, efficiency, electronic satisfaction, electronic trust
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	Ester Sri W. 196039
Date Deposited:	02 Apr 2026 09:03
Last Modified:	06 Apr 2026 04:15
URI:	http://repository.ubaya.ac.id/id/eprint/50472

Actions (login required)

View Item