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SST-Servqual and customer outcomes in service industry: Mediating the rule of corporate reputation
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Recently, the importance of service quality in various industries has gained much attention. Along with
the development of technology, firms offer self-service technology to serve customers and create customer
satisfaction. This aims to achieve positive behavioral intention, which could potentially become
behavioral loyalty. This study aims to analyze how SST-Servqual affects customer satisfaction, behavioral
intention, and behavioral loyalty mediated by corporate reputation in the Indonesian public service
sector. We collected data from 400 self-service technology users through an online survey. To answer all
hypotheses, we use Structural Equation Modeling with Lisrel 8.71. The results prove that SST-Servqual
affected satisfaction, behavioral intention, and behavioral loyalty, both directly and indirectly, through
company reputation. This research provides knowledge for the Indonesian service industry to build new
technologies for increasing satisfaction, positive behavioral intentions, and behavioral loyalty.
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electronic file
English
Management Science Letters
2021
Vol (IV)Hal.84-91
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