SST-Servqual and customer outcomes in service industry: Mediating the rule of corporate reputation

Abstract

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 poten-tially 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 loy-alty, 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.

Keywords

• service quality
• self-service technology
• corporate reputation
• satisfaction
• behavioral intention
• behavioral loyalty
• service industry
• indonesia