Assessing Customer Trust in the Latex Glove Industry: Fear of Covid-19 as A Moderator
The primary objective in this research was to seek solutions for product managers in the latex glove industry, to increase customer trust in their products during the Covid-19 pandemic. Results were obtained from a path analysis applied to a sample of data from 384 respondents. Product quality was indicated to have significant connections with both perceived value and customer trust, while perceived value was indicated to have a significant connection with customer trust. Fear of Covid-19 was identified as a moderator between product quality and customer trust. Furthermore, the results revealed how product quality significantly gained high trust from customers during the Covid-19 pandemic. Meanwhile, fear of Covid-19 also explains how individuals’ fear can significantly influence their trust in products during the pandemic period.
Akolaa, A. A., Kosiba, J. P. B., Appiah, F., & Nyanteh, A. A. (2021). The moderating role of donation-related predispositions on the effectiveness of price and product quality on cause-related marketing participation. International Journal of Emerging Markets, 16(6), 1–18.
Arafat, S. M. Y., Kar, S. K., Marthoenis, M., Sharma, P., Hoque Apu, E., & Kabir, R. (2020). Psychological underpinning of panic buying during pandemic (COVID-19). Psychiatry Research, 289, 1–2.
Atthi, N., Nimittrakoolchai, O., Jeamsaksiri, W., & Supothina, S. (2008). Chemical resistant improvement of natural rubber and nitrile gloves by coating with hydrophobic film. Advanced Materials, 57, 741–744.
Azahari, A. Z. M., & Nayan, S. M. (2020). Role of trust towards business success. Journal of Undergraduate Social Science and Technology, 2(2), 1–7.
Babakus, E., & Mangold, W. G. (1992). Adapting the SERVQUAL scale to hospital services: An empirical investigation. Health Services Research, 26(6), 767–786.
Badnjević, A., Pokvić, L. G., Džemić, Z., & Bečić, F. (2020). Risks of emergency use authorizations for medical products during outbreak situations: A Covid-19 case study. BioMedical Engineering Online, 19(1), 1–14. https://doi.org/10.1186/s12938-020-00820-0
Bajs, I. P. (2015). Tourist perceived value, relationship to satisfaction, and behavioral intentions: The example of the croatian tourist destination Dubrovnik. Journal of Travel Research, 54(1), 122–134.
Butu, A., Brumă, I. S., Tanasă, L., Rodino, S., Vasiliu, C. D., Doboș, S., & Butu, M. (2020). The impact of COVID-19 crisis upon the consumer buying behavior of fresh vegetables directly from local producers. Case study: the quarantined area of Suceava country, Romania. International Journal of Environmental Research and Public Health, 17(15), 1–25.
Campbell, M. C., Jeffrey Inman, J., Kirmani, A., & Price, L. L. (2020). In times of trouble: A framework for understanding consumers’ responses to threats. Journal of Consumer Research, 47(3), 311–326.
Çerri, S. (2012). Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers. Journal of Competitiveness, 4(4), 16–35.
Ceylan, R. F., Ozkan, B., & Mulazimogullari, E. (2020). Historical evidence for economic effects of COVID-19. European Journal of Health Economics, 21(6), 817–823.
Chae, H., Kim, S., Lee, J., & Park, K. (2020). Impact of product characteristics of limited edition shoes on perceived value, brand trust, and purchase intention; focused on the scarcity message frequency. Journal of Business Research, 120, 398–406.
Chi, H., Yeh, H. R., & Tsai, Y. C. (2011). The Influences of Perceived Value on Consumer Purchase Intention : The Moderating Effect of Advertising Endorser. Journal of International Marketing, 6(1), 1–6.
Chinomona, R., Okoumba, L., & Pooe, D. (2013). The impact of product quality on perceived value, trust and students’ intention to purchase electronic gadgets. Mediterranean Journal of Social Sciences, 4(14), 463–472.
Chuah, S. H.-W., Marimuthu, M., & Ramayah, T. (2016). The contribution of perceived firm marketing innovation initiatives to customer perceived value and loyalty: Does switching experience really matter? Asian Academy of Management Journal, 21(1), 1–23.
Das, G. (2014). Linkages of retailer awareness, retailer association, retailer perceived quality and retailer loyalty with purchase intention: A study of Indian food retail brands. Journal of Retailing and Consumer Services, 21(3), 284–292.
Diputra, I. G. A. W., & Yasa, N. N. (2021). The influence of product quality, brand image, brand trust on customer satisfaction and loyalty. American International Journal of Business Management (AIJBM), 4(1), 25–34.
Dlačić, J., Arslanagić, M., Kadić-Maglajlić, S., Marković, S., & Raspor, S. (2013). Exploring perceived service quality, perceived value, and repurchase intention in higher education using structural equation modelling. Total Quality Management and Business Excellence, 25(1–2), 141–157.
Eskafi, M., Hosseini, S. H., & Yazd, A. M. (2013). The value of telecom subscribers and customer relationship management. Business Process Management Journal, 19(4), 737–748.
Field, A. (2013). The beast of bias. In Discovering statistics using IBM SPSS statistics (4th ed., pp. 222–277). Washington, D.C: SAGE Publication Ltd.
Ge, Y., Yuan, Q., Wang, Y., & Park, K. (2021). The structural relationship among perceived service quality, perceived value, and customer satisfaction-focused on starbucks reserve coffee shops in Shanghai, China. Sustainability (Switzerland), 13(15), 1–19.
Gefen, D. (2002). Reflections on the Dimensions of Trust and Trustworthiness among Online Consumers. Advances in Information Systems, 33(3), 38–53.
Ghasemi, A., & Zahediasl, S. (2012). Normality tests for statistical analysis: A guide for non-statisticians. International Journal of Endocrinology and Metabolism, 10(2), 486–489.
Gómez-Carmona, D., Paramio, A., Cruces-Montes, S., & Marín-Dueñas, P. P. (2021). Impact of COVID-19 prevention measures on health service quality perceived value and user satisfaction A structural equation modeling (SEM) approach. Atención Primaria, 3, 1–23.
Halim, P., Swasto, B., Hamid, D., & Firdaus, M. R. (2014). The Influence of Product Quality, Brand Image, and Quality of Service to Customer Trust and Implication on Customer Loyalty ( Survey on Customer Brand Sharp Electronics Product at the South Kalimantan Province ). European Journal of Business and Management, 6(29), 159–166.
Hartley, D. M., & Perenchevich, E. N. (2020). The incubation period of coronavirus disease 2019 (CoVID-19) from publicly reported confirmed cases: Estimation and application. American Medical Association, 172(9), 577–582.
Hesham, F., Riadh, H., & Sihem, N. K. (2021). What have we learned about the effects of the covid-19 pandemic on consumer behavior? Sustainability (Switzerland), 13(4304), 01–23.
Horse, T. (2019). Normal distribution (Bell Curve): Difinition, word problems. Retrieved from Statistics How To website: https://www.statisticshowto.datasciencecentral.com/probability-and-statistics/normal-distributions/
Kim, L., & Jindabot, T. (2021). Key Determinants on Switching Intention in Cambodian Banking Market. ABAC Journal, 41(2), 204–222.
Kim, L., & Jindabot, T. (2022). Evolution of Customer Satisfaction in E-Banking Service Industry. Innovative Marketing, 18(1), 131–141.
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50, 103–110.
Konuk, F. A. (2021). The moderating impact of taste award on the interplay between perceived taste, perceived quality and brand trust. Journal of Retailing and Consumer Services, 63(1–8), 102698. https://doi.org/10.1016/j.jretconser.2021.102698
Kumar, P. P. (2021). Top Glove profits and sales soar on COVID-19 demand. Retrieved from Nikkei Asia website: https://asia.nikkei.com/Business/Health-Care/Top-Glove-profits-and-sales-soar-on-COVID-19-demand
Kwon, H. H., Trail, G., & James, J. D. (2007). The mediating role of perceived value: Team identification and purchase intention of team-licensed apparel. Journal of Sport Management, 21(4), 540–554.
Lam, A. Y. C., Lau, M. M., & Cheung, R. (2016). Modelling the Relationship among Green Perceived Value, Green Trust, Satisfaction, and Repurchase Intention of Green Products. Contemporary Management Research, 12(1), 47–60.
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (1967). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. American Heart Journal, 74(1), 1–3.
Lin, L.-Y., & Lu, C.-Y. (2010). The influence of corporate image, relationship marketing, and trust on purchase intention: the moderating effects of word-of-mouth. Tourism Review, 65(3), 16–34.
Mason, M. C., & Nassivera, F. (2013). A Conceptualization of the Relationships Between Quality, Satisfaction, Behavioral Intention, and Awareness of a Festival. Journal of Hospitality Marketing and Management, 22(2), 162–182.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709–734.
Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58, 20–38.
Mosavi, S. M., Sangari, M. S., & Keramati, A. (2018). An integrative framework for customer switching behavior. Service Industries Journal, 38(15–16), 1067–1094.
Oliveira, T., Alhinho, M., Rita, P., & Dhillon, G. (2017). Modelling and Testing Consumer Trust Dimensions in E-commerce. Computers in Human Behavior, 71, 153–164.
Ringim, K. J., Razalli, M. R., & Hasnan, N. (2012). A framework of business process re-engineering factors and organizational performance of Nigerian banks. Asian Social Science, 8(4), 203–216.
Rönkkö, M., & Cho, E. (2020). An Updated Guideline for Assessing Discriminant Validity. In Organizational Research Methods (Vol. 25).
Rupprecht, C. D. D., Fujiyoshi, L., McGreevy, S. R., & Tayasu, I. (2020). Trust me? Consumer trust in expert information on food product labels. Food and Chemical Toxicology, 137(20), 01–09.
Sands, S., Oppewal, H., & Beverland, M. (2008). The influence of in-store experiential events on shopping value perceptions and shopping behavior. Advances in Consumer Research, 35, 298–303.
Scheid, J. L., Lupien, S. P., Ford, G. S., & West, S. L. (2020). Commentary: Physiological and Psychological Impact of Face Mask Usage during the Covid-19 Pandemic. International Journal of Environmental Research and Public Health, 17(18), 1–12.
Seo, K. H., & Lee, J. H. (2021). The emergence of service robots at restaurants: Integrating trust, perceived risk, and satisfaction. Sustainability (Switzerland), 13(8), 1–16.
Sharma, V. M., & Klein, A. (2020). Consumer perceived value, involvement, trust, susceptibility to interpersonal influence, and intention to participate in online group buying. Journal of Retailing and Consumer Services, 52(20), 1–11.
Snoj, B., Pisnik Korda, A., & Mumel, D. (2004). The relationships among perceived quality, perceived risk and perceived product value. Journal of Product & Brand Management, 13(3), 156–167.
Srivastava, A., & Dey, D. K. (2018). Brand analysis of global and local banks in India: A study of young consumers. The Eletronic Library, 34(1), 1–5.
Stage, F. K., Carter, H. C., & Nora, A. (2004). Path analysis: An introduction and analysis of a decade of research. The Journal of Educational Research, 98(1), 05–13.
Su, L., Cheng, J., & Huang, Y. (2020). How Do Group Size and Group Familiarity Influence Tourist Satisfaction? The Mediating Role of Perceived Value. Journal of Travel Research, 60(8), 1821–1840.
Suhaily, L., & Darmoyo, S. (2017). Effect of product quality, perceived price and brand image on purchase decision mediated by customer trust (study on Japanese brand electronic product). Jurnal Manajemen, 21(2), 179–194.
Sun, C., & Zhai, Z. (2020). The efficacy of social distance and ventilation effectiveness in preventing COVID-19 transmission. Sustainable Cities and Society, 62, 01–10.
Sun, G., Wang, W., Cheng, Z., Li, J., & Chen, J. (2017). The intermediate linkage between materialism and luxury consumption: Evidence from the emerging market of China. Social Indicators Research, 132(1), 475–487.
Suttikun, C., & Meeprom, S. (2021). Examining the effect of perceived quality of authentic souvenir product, perceived value, and satisfaction on customer loyalty. Cogent Business & Management, 8(1), 1–19.
Suzuki, M., Hotta, M., Nagase, A., Yamamoto, Y., Hirakawa, N., Satake, Y., … Ikeda, M. (2020). The behavioral pattern of patients with frontotemporal dementia during the COVID-19 pandemic. International Psychogeriatrics, 32(10), 1231–1234.
Wan Nor, A. (2015). The Graphical Assessment of Multivariate Normality Using SPSS. Education in Medicine Journal, 7(2), 71–75.
Wang, T., Zhou, J., Zhang, G., Wei, T., & Hu, S. (2020). Customer Perceived Value- And Risk-Aware Multiserver Configuration for Profit Maximization. IEEE Transactions on Parallel and Distributed Systems, 31(5), 1074–1088.
Yip, E., & Cacioli, P. (2002). The manufacture of gloves from natural rubber latex. Journal of Allergy and Clinical Immunology, 110(2), S3–S14.
Yu, Y., Lang, M., Zhao, Y., Liu, W., & Hu, B. (2021). Tourist Perceived Value, Tourist Satisfaction, and Life Satisfaction: Evidence From Chinese Buddhist Temple Tours. Journal of Hospitality and Tourism Research, 20(10), 1–20.