The Customer Perceived Orientation Effect on Perceived Value and Customer Satisfaction and Its Influence on Customer Trust

Halimatussakdiah Halimatussakdiah, Irma Suryani, Syarifah Evi Zuhra

Abstract


Research aims: The purpose of this research is to examine the impact of customer-perceived orientation (CPO) on customer-perceived value (CPV) and customer satisfaction (CS) and its influence on customer trust (CT) in Islamic banks.
Design/Methodology/Approach: The study employed a quantitative research design with a descriptive survey. Data from 270 Islamic bank customers were analyzed using Structural Equation Modeling Analysis of Moment Structure (SEM-AMOS).
Research findings: Based on the findings, CPO significantly affected CPV and CS. Furthermore, CS and CPV also had a significant impact on CT.
Theoretical contribution/originality: The study strengthens the body of knowledge on customer perceived orientation, perceived value, satisfaction, and trust.
Practitioner/Policy implication: The research highlights the significance of the investigated variables and guides policymakers and scholars.
Research limitation/Implication: Several limitations could be identified. Firstly, primary data were collected cross-sectionally so that future studies can apply longitudinal research to understand investigated variables better. Secondly, the small sample size of 270 consumers may not be recommended to generalize a vast population. For future research, it is suggested that the proposed model be validated with a larger sample size.


Keywords


Customer Perceived Orientation; Perceived Value; Satisfaction; Trust

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References


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DOI: https://doi.org/10.18196/mb.v14i1.14615

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