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The influence of Customer Engagement and Financial Literacy on Loyalty is mediated by Customer Trust

Author

Listed:
  • Yohanes Ferry Cahaya

    (Perbanas Institute JL.Perbanas Karet Kuningan - Setiabudi, 12940, Jakarta Sealatan, Indonesia Author-2-Name: Hedwigis Esti Riwayati Author-2-Workplace-Name: Perbanas Institute JL.Perbanas Karet Kuningan - Setiabudi, 12940, Jakarta Sealatan, Indonesia Author-3-Name: Markonah Markonah Author-3-Workplace-Name: Perbanas Institute JL.Perbanas Karet Kuningan - Setiabudi, 12940, Jakarta Sealatan, Indonesia Author-4-Name: Author-4-Workplace-Name: Author-5-Name: Author-5-Workplace-Name: Author-6-Name: Author-6-Workplace-Name: Author-7-Name: Author-7-Workplace-Name: Author-8-Name: Author-8-Workplace-Name:)

Abstract

" Objective - Using data from Bank Group Based On Core Capital (GBCC) 4 in Jabodetabek, this study aimed to assess and validate the significance of customer trust in moderating the influence of customer engagement and financial literacy on customer loyalty. Methodology – With the use of a causal approach and a total sample size of 253 respondents, the descriptive quantitative technique was employed in this study. The data were then analyzed using the PLS SEM (Partial et al. Model). Findings and Novelty – This study's findings show that while customer interaction has no effect on consumer trust, financial literacy does. consumer trust is a mediator between financial literacy and consumer loyalty. Customer trust does not act as a mediator between customer engagement and customer loyalty. Type of Paper - Empirical"

Suggested Citation

  • Yohanes Ferry Cahaya, 2023. "The influence of Customer Engagement and Financial Literacy on Loyalty is mediated by Customer Trust," GATR Journals jfbr215, Global Academy of Training and Research (GATR) Enterprise.
    • Handle: RePEc:gtr:gatrjs:jfbr215
    DOI: https://doi.org/10.35609/jfbr.2023.8.2(2)
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    References listed on IDEAS

    as
    1. H.E. Riwayati & U. Salim & G. Maskie & N.K. Indrawati, 2020. "Financial Inclusion and Performance to Mediate the Effect of Banking and Tax Regulation on the Success of Small and Medium Enterprises in Indonesia," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 517-533.
    2. Yohanes Ferry Cahaya & Tirta Nugraha Mursitama & Mohammad Hamsal & Viany Utami Tjhin, 2022. "The Effect of Omni-channel Value Perception and Customer Engagement on Customer Commitment, Mediated by Customer Trust," International Journal of Applied Economics, Finance and Accounting, Online Academic Press, vol. 14(2), pages 100-107.
    3. Yohanes Ferry Cahaya & Tirta Nugraha Mursitama & Mohammad Hamsal & Viany Utami Tjhin, 2023. "Increasing e-loyalty of banking customers through customer trust and commitment," International Journal of Applied Economics, Finance and Accounting, Online Academic Press, vol. 15(2), pages 96-104.
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      More about this item

      Keywords

      Financial literacy; Customer Engagement; Customer Trust; Customer Loyalty;
      All these keywords.

      JEL classification:

      • D11 - Microeconomics - - Household Behavior - - - Consumer Economics: Theory
      • D18 - Microeconomics - - Household Behavior - - - Consumer Protection
      • I22 - Health, Education, and Welfare - - Education - - - Educational Finance; Financial Aid

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