The Effect of Employee Trust on Customer Satisfaction With Positive Emotions As Moderating Variable
Purpose: To prove and analyze positive emotions as a moderating variable to influence customer trust Satisfaction at the “Simple Group” café in Surabaya and Gresik. Design/methodology/approach: The analysis carried out is quantitative analysis using multiple linear regression to answer the probl...
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| Format: | Article |
| Language: | English |
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LPPM of Narotama University Surabaya
2022-09-01
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| Series: | IJEBD (International Journal of Entrepreneurship and Business Development) |
| Subjects: | |
| Online Access: | https://jurnal.narotama.ac.id/index.php/ijebd/article/view/1969 |
| _version_ | 1828266351735603200 |
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| author | I Gede Wiyasa MS |
| author_facet | I Gede Wiyasa MS |
| author_sort | I Gede Wiyasa MS |
| collection | DOAJ |
| description |
Purpose: To prove and analyze positive emotions as a moderating variable to influence customer trust Satisfaction at the “Simple Group” café in Surabaya and Gresik.
Design/methodology/approach: The analysis carried out is quantitative analysis using multiple linear regression to answer the problem formulation and determine the effect of the variables that have been determined.
Findings: The effect of the quality of employee trust on satisfaction moderated by positive emotions at the “Simple Group” coffee shop in Surabaya and Gresik. The results of the analysis can be concluded that customer satisfaction is largely determined by the company's trust given to employees who deal directly with customers. Where in this case satisfaction when interacting is that customers get comfortable and good service from employees of the "Simple Group" coffee shop in Surabaya and Gresik.
Practical implications: Intensifying efforts in the economic field.
Originality/value: This paper is genuine
Paper type: research paper
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| first_indexed | 2024-04-13T04:51:26Z |
| format | Article |
| id | doaj.art-352da05d7fc147c6b81c5d77205c7fe7 |
| institution | Directory Open Access Journal |
| issn | 2597-4750 2597-4785 |
| language | English |
| last_indexed | 2024-04-13T04:51:26Z |
| publishDate | 2022-09-01 |
| publisher | LPPM of Narotama University Surabaya |
| record_format | Article |
| series | IJEBD (International Journal of Entrepreneurship and Business Development) |
| spelling | doaj.art-352da05d7fc147c6b81c5d77205c7fe72022-12-22T03:01:40ZengLPPM of Narotama University SurabayaIJEBD (International Journal of Entrepreneurship and Business Development)2597-47502597-47852022-09-015510.29138/ijebd.v5i5.1969The Effect of Employee Trust on Customer Satisfaction With Positive Emotions As Moderating VariableI Gede Wiyasa MS045 University Surabaya Purpose: To prove and analyze positive emotions as a moderating variable to influence customer trust Satisfaction at the “Simple Group” café in Surabaya and Gresik. Design/methodology/approach: The analysis carried out is quantitative analysis using multiple linear regression to answer the problem formulation and determine the effect of the variables that have been determined. Findings: The effect of the quality of employee trust on satisfaction moderated by positive emotions at the “Simple Group” coffee shop in Surabaya and Gresik. The results of the analysis can be concluded that customer satisfaction is largely determined by the company's trust given to employees who deal directly with customers. Where in this case satisfaction when interacting is that customers get comfortable and good service from employees of the "Simple Group" coffee shop in Surabaya and Gresik. Practical implications: Intensifying efforts in the economic field. Originality/value: This paper is genuine Paper type: research paper https://jurnal.narotama.ac.id/index.php/ijebd/article/view/1969Employee TrustCustomer SatisfactionPositive Emotion |
| spellingShingle | I Gede Wiyasa MS The Effect of Employee Trust on Customer Satisfaction With Positive Emotions As Moderating Variable IJEBD (International Journal of Entrepreneurship and Business Development) Employee Trust Customer Satisfaction Positive Emotion |
| title | The Effect of Employee Trust on Customer Satisfaction With Positive Emotions As Moderating Variable |
| title_full | The Effect of Employee Trust on Customer Satisfaction With Positive Emotions As Moderating Variable |
| title_fullStr | The Effect of Employee Trust on Customer Satisfaction With Positive Emotions As Moderating Variable |
| title_full_unstemmed | The Effect of Employee Trust on Customer Satisfaction With Positive Emotions As Moderating Variable |
| title_short | The Effect of Employee Trust on Customer Satisfaction With Positive Emotions As Moderating Variable |
| title_sort | effect of employee trust on customer satisfaction with positive emotions as moderating variable |
| topic | Employee Trust Customer Satisfaction Positive Emotion |
| url | https://jurnal.narotama.ac.id/index.php/ijebd/article/view/1969 |
| work_keys_str_mv | AT igedewiyasams theeffectofemployeetrustoncustomersatisfactionwithpositiveemotionsasmoderatingvariable AT igedewiyasams effectofemployeetrustoncustomersatisfactionwithpositiveemotionsasmoderatingvariable |