Main Article Content
Abstract
Purpose: This study explores the relationship between service quality, consumer trust, and purchase decisions in the context of the Jequilla florist business.
Research Design and Methodology: This study used quantitative design with a cross-sectional approach. Data was collected through questionnaires from 120 randomly selected consumers of Jequilla florist. The variables measured include service quality, consumer trust, and purchasing decisions. Data was analyzed using Structural Equation Modeling (SEM) with AMOS 26 software.
Findings and Discussion: The results show that service quality does not directly influence purchasing decisions. However, service quality has a significant effect on consumer trust, and this consumer trust significantly affects buying decisions. This suggests that building consumer trust through service quality is a key factor influencing purchasing decisions.
Implications: This research contributes to business practice and policy to improve service quality and build consumer trust. Florist business management is advised to focus on transparency, consistency, and responsiveness in service. Further research is recommended using a longitudinal design and considering other variables such as price and promotion to provide more comprehensive insights.
Keywords
Article Details

This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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- Al-Salamin, H., & Al-Hassan, E. (2016). The impact of pricing on consumer buying behavior in Saudi Arabia: Al-Hassa case study. European Journal of Business and Management, 8(12), 62–73.
- Ali, F., & Raza, S. H. (2020). The Effect of Service Quality on Customer Satisfaction and Loyalty in Retail. International Journal of Retail & Distribution Management, 48(2), 201–219. https://doi.org/10.1108/IJRDM-04-2019-0123
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- Caruana, A., & Ramaseshan, B. (2014). The Effect of Service Quality and Consumer Trust on Retail Website Loy alty. In Creating and Delivering Value in Marketing (p. 76). Springer International Publishing. https://doi.org/10.1007/978-3-319-11848-2_21
- Choi, D., Chung, C. Y., & Young, J. (2019). Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China. Sustainability, 11(20), 5626. https://doi.org/10.3390/su11205626
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- de Fatima Carvalho, H., de Sousa Saldanha, E., & Amaral, A. M. (2020). The Mediation Effects of Customer Satisfaction on the Relations Between Product Price, Service Quality and Purchasing Decision. Timor Leste Journal of Business and Management, 2, 14–26.
- Dewi, M. K., & Praswati, A. N. (2024). The Mediating Role of Customer Trust in the Effect of Service Quality and Customer Perceived Value on Customer Satisfaction. Jurnal Ilmiah Manajemen Kesatuan, 12(1), 129–140. https://doi.org/10.37641/jimkes.v12i1.2396
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- Graham, S., Depp, C., Lee, E. E., Nebeker, C., Tu, X., Kim, H.-C., & Jeste, D. V. (2019). Artificial intelligence for mental health and mental illnesses: an overview. Current Psychiatry Reports, 21, 1–18. https://doi.org/https://doi.org/10.1007/s11920-019-1094-0
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- Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544–564. https://doi.org/10.1016/j.dss.2007.07.001
- Li, Y., Chou, T.-J., & Xingquan, Y. (2009). The effect of service quality and opportunistic behavior on customer share and future intentions in business market: The pivotal role of trust. Available at SSRN 1358691.
- Lie, D., Sudirman, A., Efendi, & Butarbutar, M. (2019). Analysis of Mediation Effect Of Consumer Satisfaction On The Effect Of Service Quality, Price and Consumer Trust On Consumer Loyalty. International Journal of Scientific and Technology Research, 8(8), 421–428.
- Mandarić, D., Hunjet, A., & Vuković, D. (2022). The impact of fashion brand sustainability on consumer purchasing decisions. Journal of Risk and Financial Management, 15(4), 176. https://doi.org/10.3390/jrfm15040176
- Özkan, P., Süer, S., Keser, I. K., & Kocakoç, I. D. (2020). The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation. International Journal of Bank Marketing, 38(2), 384–405. https://doi.org/10.1108/IJBM-03-2019-0096
- Rahman, Z., Zillur, R., & Haque, A. (2019). Impact of Service Quality on Customer Satisfaction in the Hospitality Industry. International Journal of Hospitality Management, 83(3), 55–65. https://doi.org/10.1016/j.ijhm.2019.04.009
- Rahmawati, I. F., Wulandari, D., & Nurhayati. (2021). The Influence of Service Quality on Reputation and Purchasing Decisions Through Consumer Trust in E-commerce Shopee. https://api.semanticscholar.org/CorpusID:245351569
- Ran, Y., Nilsson, L. A., Dawkins, E., Grah, R., Vanhuyse, F., & Engström, E. (2022). Information as an enabler of sustainable food choices: a behavioural approach to understanding consumer decision-making. Sustainable Production and Consumption, 31, 642–656. https://doi.org/10.1016/J.SPC.2022.03.026
- Septianto, F., & Kemper, J. A. (2021). The effects of age cues on preferences for organic food: the moderating role of message claim. Journal of Retailing and Consumer Services, 62, 102641. https://doi.org/10.1016/J.JRETCONSER.2021.102641
- Setiawan, R. N. B., Wahyudi, D., & Deliani, E. (2023). The Power of Trust: Exploring Its Contribution to E-commerce Purchase Decisions. International Journal of Economics (IJEC), 2(1), 120–134.
- Subramony, M., & Holtom, B. C. (2011). Customer satisfaction as a mediator of the turnover-performance relationship. Journal of Organizational Psychology, 11(1), 49–62.
- Sutisna, Saefullah, M., & Juwita. (2023). Service Quality and Trust as Predictors of Online Purchasing Decisions Mediated by Perceived Risk. Journal of Consumer Sciences, 8(2), 187–203. https://doi.org/10.29244/jcs.8.2.187-203
- Tao, F., & Ramayah, T. (2021). Service Quality and Its Impact on Customer Satisfaction and Loyalty. Journal of Service Research, 24(3), 201–215. https://doi.org/10.1177/1094670521999999
- Tong, L., Toppinen, A., Wang, L., & Berghäll, S. (2023). How motivation, opportunity, and ability impact sustainable consumption behaviour of fresh berry products. Journal of Cleaner Production, 401, 136698. https://doi.org/10.1016/J.JCLEPRO.2023.136698
- ur Rehman, M. A., Hussain, Z., & Ghafoor, M. M. (2020). The Impact of Service Quality Dimensions on Customers’ Trust. Journal of Business and Social Review in Emerging Economies, 6(2), 557–563.
- Utama, D. R., Fikri, M. A., & Rini, P. L. (2022). the Effect Perceived of Service Quality, Perceived of Website Quality, and Perceived of Website Reputation on Purchase Intention: the Mediation Role of Trust in Online Shopping. International Journal of Economics, Business and Accounting Research (IJEBAR), 6(2), 1185–1191.
- Yum, K., & Yoo, B. (2023). The impact of service quality on customer loyalty through customer satisfaction in mobile social media. Sustainability, 15(14), 11214.
- Zameer, H., Wang, Y., Yasmeen, H., & Ahmed, W. (2015). Modeling the role of service quality, customer satisfaction and customer loyalty in building service brand equity. International Journal of Services and Operations Management, 21(1), 102–117.
- Zhao, H., Yao, X., Liu, Z., & Yang, Q. (2021). Impact of pricing and product information on consumer buying behavior with customer satisfaction in a mediating role. Frontiers in Psychology, 12, 720151. https://doi.org/10.3389/fpsyg.2021.720151
- Zihao, J., & Chae-Kwan, L. (2021). Structural relationships among service quality, systemic characteristics, customer trust, perceived risk, customer satisfaction, and intention of continuous use in mobile payment service. Journal of System and Management Sciences, 11(2), 48–64. https://doi.org/10.33168/JSMS.2021.0204
References
Agnihotri, R., Dingus, R., Hu, M. Y., & Krush, M. T. (2019). Social media: Influencing customer satisfaction in B2B sales. Industrial Marketing Management, 59, 1–15.
Al-Salamin, H., & Al-Hassan, E. (2016). The impact of pricing on consumer buying behavior in Saudi Arabia: Al-Hassa case study. European Journal of Business and Management, 8(12), 62–73.
Ali, F., & Raza, S. H. (2020). The Effect of Service Quality on Customer Satisfaction and Loyalty in Retail. International Journal of Retail & Distribution Management, 48(2), 201–219. https://doi.org/10.1108/IJRDM-04-2019-0123
Becker, W. A., Behe, B. K., Johnson, J. L., Townsend, C. D., & Litzenberg, K. K. (1997). Consumer Perceptions of Service Quality in the Texas Retail Floral Ind ustry. HortScience, 32(2), 318–323. https://doi.org/10.21273/hortsci.32.2.318
Bruhn, M., Schoenmueller, V., & Schäfer, D. B. (2012). Brand authenticity: Towards a deeper understanding of its conceptualization and measurement. Advances in Consumer Research, 40, 567–568. https://www.acrwebsite.org/volumes/1011408/volumes/v40/NA-40
Caruana, A., & Ramaseshan, B. (2014). The Effect of Service Quality and Consumer Trust on Retail Website Loy alty. In Creating and Delivering Value in Marketing (p. 76). Springer International Publishing. https://doi.org/10.1007/978-3-319-11848-2_21
Choi, D., Chung, C. Y., & Young, J. (2019). Sustainable Online Shopping Logistics for Customer Satisfaction and Repeat Purchasing Behavior: Evidence from China. Sustainability, 11(20), 5626. https://doi.org/10.3390/su11205626
Dagger, T. S., Danaher, P. J., & Gibbs, B. J. (2022). Understanding the Dimensions of Service Quality: The Five-Factor Model. Journal of Marketing Research, 59(2), 123–145. https://doi.org/10.1177/00222437211036999
de Fatima Carvalho, H., de Sousa Saldanha, E., & Amaral, A. M. (2020). The Mediation Effects of Customer Satisfaction on the Relations Between Product Price, Service Quality and Purchasing Decision. Timor Leste Journal of Business and Management, 2, 14–26.
Dewi, M. K., & Praswati, A. N. (2024). The Mediating Role of Customer Trust in the Effect of Service Quality and Customer Perceived Value on Customer Satisfaction. Jurnal Ilmiah Manajemen Kesatuan, 12(1), 129–140. https://doi.org/10.37641/jimkes.v12i1.2396
Ghozali, I., Roggeveen, A., & Runyan, R. C. (2013). Retailing in a connected world. Journal of Marketing Management, 29(3–4), 263–270. https://doi.org/10.1080/0267257X.2013.773176
Graham, S., Depp, C., Lee, E. E., Nebeker, C., Tu, X., Kim, H.-C., & Jeste, D. V. (2019). Artificial intelligence for mental health and mental illnesses: an overview. Current Psychiatry Reports, 21, 1–18. https://doi.org/https://doi.org/10.1007/s11920-019-1094-0
Kantsperger, R., & Kunz, W. H. (2010). Consumer trust in service companies: a multiple mediating analysis. Managing Service Quality: An International Journal, 20 IS.
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544–564. https://doi.org/10.1016/j.dss.2007.07.001
Li, Y., Chou, T.-J., & Xingquan, Y. (2009). The effect of service quality and opportunistic behavior on customer share and future intentions in business market: The pivotal role of trust. Available at SSRN 1358691.
Lie, D., Sudirman, A., Efendi, & Butarbutar, M. (2019). Analysis of Mediation Effect Of Consumer Satisfaction On The Effect Of Service Quality, Price and Consumer Trust On Consumer Loyalty. International Journal of Scientific and Technology Research, 8(8), 421–428.
Mandarić, D., Hunjet, A., & Vuković, D. (2022). The impact of fashion brand sustainability on consumer purchasing decisions. Journal of Risk and Financial Management, 15(4), 176. https://doi.org/10.3390/jrfm15040176
Özkan, P., Süer, S., Keser, I. K., & Kocakoç, I. D. (2020). The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation. International Journal of Bank Marketing, 38(2), 384–405. https://doi.org/10.1108/IJBM-03-2019-0096
Rahman, Z., Zillur, R., & Haque, A. (2019). Impact of Service Quality on Customer Satisfaction in the Hospitality Industry. International Journal of Hospitality Management, 83(3), 55–65. https://doi.org/10.1016/j.ijhm.2019.04.009
Rahmawati, I. F., Wulandari, D., & Nurhayati. (2021). The Influence of Service Quality on Reputation and Purchasing Decisions Through Consumer Trust in E-commerce Shopee. https://api.semanticscholar.org/CorpusID:245351569
Ran, Y., Nilsson, L. A., Dawkins, E., Grah, R., Vanhuyse, F., & Engström, E. (2022). Information as an enabler of sustainable food choices: a behavioural approach to understanding consumer decision-making. Sustainable Production and Consumption, 31, 642–656. https://doi.org/10.1016/J.SPC.2022.03.026
Septianto, F., & Kemper, J. A. (2021). The effects of age cues on preferences for organic food: the moderating role of message claim. Journal of Retailing and Consumer Services, 62, 102641. https://doi.org/10.1016/J.JRETCONSER.2021.102641
Setiawan, R. N. B., Wahyudi, D., & Deliani, E. (2023). The Power of Trust: Exploring Its Contribution to E-commerce Purchase Decisions. International Journal of Economics (IJEC), 2(1), 120–134.
Subramony, M., & Holtom, B. C. (2011). Customer satisfaction as a mediator of the turnover-performance relationship. Journal of Organizational Psychology, 11(1), 49–62.
Sutisna, Saefullah, M., & Juwita. (2023). Service Quality and Trust as Predictors of Online Purchasing Decisions Mediated by Perceived Risk. Journal of Consumer Sciences, 8(2), 187–203. https://doi.org/10.29244/jcs.8.2.187-203
Tao, F., & Ramayah, T. (2021). Service Quality and Its Impact on Customer Satisfaction and Loyalty. Journal of Service Research, 24(3), 201–215. https://doi.org/10.1177/1094670521999999
Tong, L., Toppinen, A., Wang, L., & Berghäll, S. (2023). How motivation, opportunity, and ability impact sustainable consumption behaviour of fresh berry products. Journal of Cleaner Production, 401, 136698. https://doi.org/10.1016/J.JCLEPRO.2023.136698
ur Rehman, M. A., Hussain, Z., & Ghafoor, M. M. (2020). The Impact of Service Quality Dimensions on Customers’ Trust. Journal of Business and Social Review in Emerging Economies, 6(2), 557–563.
Utama, D. R., Fikri, M. A., & Rini, P. L. (2022). the Effect Perceived of Service Quality, Perceived of Website Quality, and Perceived of Website Reputation on Purchase Intention: the Mediation Role of Trust in Online Shopping. International Journal of Economics, Business and Accounting Research (IJEBAR), 6(2), 1185–1191.
Yum, K., & Yoo, B. (2023). The impact of service quality on customer loyalty through customer satisfaction in mobile social media. Sustainability, 15(14), 11214.
Zameer, H., Wang, Y., Yasmeen, H., & Ahmed, W. (2015). Modeling the role of service quality, customer satisfaction and customer loyalty in building service brand equity. International Journal of Services and Operations Management, 21(1), 102–117.
Zhao, H., Yao, X., Liu, Z., & Yang, Q. (2021). Impact of pricing and product information on consumer buying behavior with customer satisfaction in a mediating role. Frontiers in Psychology, 12, 720151. https://doi.org/10.3389/fpsyg.2021.720151
Zihao, J., & Chae-Kwan, L. (2021). Structural relationships among service quality, systemic characteristics, customer trust, perceived risk, customer satisfaction, and intention of continuous use in mobile payment service. Journal of System and Management Sciences, 11(2), 48–64. https://doi.org/10.33168/JSMS.2021.0204