Mediation Of Customer Service in The Relation to Trust and Service Culture's Impact on Customer Satisfaction At PT. Asuransi Raksa Pratikara in Bandung

  • Authors

    • Gusti Ayu Komang Yanti Yulansari International Institute of Tourism and Business, Bali, Indonesia
    • Firman Sinaga International Institute of Tourism and Business, Bali, Indonesia
    • I Wayan Suadnyana International Institute of Tourism and Business, Bali, Indonesia
    • Komang Shanty Muni Parwati International Institute of Tourism and Business, Bali, Indonesia
    • Firlie Lannovia Amir International Institute of Tourism and Business, Bali, Indonesia
    • Gede Yoga Kharisma Pradana International Institute of Tourism and Business, Bali, Indonesia
    https://doi.org/10.14419/vnft4j19

    Received date: July 17, 2025

    Accepted date: August 28, 2025

    Published date: September 1, 2025

  • Trust, Service Culture, Customer Service, Insurance Customer Satisfaction, PT Asuransi Raksa Pratikara, Bandung

  • Abstract

    This study aims to examine the correlation of trust, service culture, and customer service concerning consumer satisfaction. Trust is an essential element of service culture for attaining client happiness in the insurance industry. Client service is a fundamental element of the service culture that influences trust and client satisfaction with their insurance. It is significant to assess customer confidence and satisfaction with the customer service function at PT. Asuransi Raksa Pratikara in Bandung seems to lack credibility. The study was conducted using quantitative methods. We acquired primary data through a questionnaire survey. We enhanced the dataset using more data obtained from a literature review. All data were analyzed inferentially using Structural Equation Modeling with Partial Least Squares (SEM PLS). The results indicate that the service culture favorably affects customer satisfaction (H1) and that feelings of comfort, safety, and confidence during interactions with the business enhance consumer contentment (H4). The company's failure to promptly address customer issues and effectively resolve problems that diminish customer satisfaction, coupled with a lack of swift responses in customer service regarding requests or complaints, can adversely affect customer satisfaction at PT Asuransi Raksa Pratikara in Bandung.

  • References

    1. Atmaja, G. M. W., Arniati, I. A. K., Pradana, G. Y. K. Bhineka Tunggal Ika as a Source Politics & Identity of Indonesian Culture in The Formation of Law. Cultura. International Journal of Philosophy of Culture & Axiology 17(2020) 57-72.
    2. Arniati, I. A., Atmaja, G. M. W., Pradana, G. Y. K. (2020). Moral and Religius Values in the Geguritan Dharma Prawerti Song in Bali. Internation-al Journal of Innovation, Creativity and Change 12(2020) 432-446.
    3. Rai S., I W., Ruastiti, N, M., Pradana, G. Y. K., Wafom, Y. Gamelan Selonding as Part of an Essential Instrument in the Sustainment of the Sacred Art Activities of the Batur Indigenous People in Kintamani, Bali. The Journal of Law and Sustainable Development 11(2023) 61-72.
    4. Rai S., I W., Sadguna, I M. I., Sadguna, I G. A. J., Pradana, G. Y. K. Tifa From The Land of Papua : Text and Context. Asia Life Sciences 28(2019) 335-354.
    5. Dharmika, I. B., Pradana, G. Y. K. The Meaning of Rebo Buntung For Pringgabaya Villager, East Lombok During The Covid-19 Pandemic. Quali-tative Report 26(2021) 2911-2923. DOI : https://doi.org/10.46743/2160-3715/2021.4769.
    6. Hartono. Statistik Untuk Penelitian. Pustaka Pelajar. Yogyakarta. 2009.
    7. Sudirga, I K., Ruastiti, N. M., Pradana, G. Y. K., & Wafom, Y. The Gamelan Selonding as a Communication Media For Ancient Balinese Culture. Management, Tourism and Smart Technologies (ICMTT 2024), Lima : Springer Nature, 2025: 181-196.
    8. Zeith, V. A. The Behavioral Consequences of Service Quality. Journal of Marketing 60(1996) 31-46.
    9. Oliver, R.L., Swan, J.E. Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach. Journal of Mar-keting 53(1989) 21-35.
    10. Ruastiti, N.M., Pradana, G.Y.K. The Ideology Behind Sesandaran Dance Show in Bali. Journal of Sociology and Social Anthropology 11(2020) 78-85.
    11. Dharmika, I. B., Pradana, G. Y. K., Ruastiti, N. M. Sustainable Forest Management as a Form of Community Resistance in Bali. Procedia Envi-ronmental Science, Engineering and Management 9(2022) 283-296.
    12. Barometer, Edelman Trust. Global Report. Edelman. Indonesia. 2023.
    13. Swandi, I W., Wibawa, A. P., Pradana, G. Y. K., & Suarka, I N. The Digital Comic Tantri Kamandaka : A Discovery For National Character Edu-cation. International Journal of Innovation, Creativity and Change 13(2020) 718-732.
    14. Pradana, G. Y. K. Corona in Pupuh Ginada Dasar : A Cultural Response to Crisis Situations Due To Corona Virus Pandemic. 5th International Conference on Climate Change : Climate Actions Toward Sustainable Development Goals (MDGs), IOP Conference Series : Earth and Environ-mental Science Vol. 724, Bali : IOP Science, 2021: 1-12.
    15. Mastiningsih, P. Overcoming Elderly Anxiety Through Kidung Wargasari. Universal Journal of Public Health 8(2020) 99-103.
    16. Nurwidyastuti, E. A. W., Munandar, G. M., Hidayah, M. N. Formula Optimal dalam Penentuan Aspek Penting pada Desain Alat Pemotong Ring AMDK Gelas Plastik Menggunakan Metode Quality Function Deployment (QFD). Industrika Jurnal Ilmiah Teknik Industri 8(2024) 162-169.
    17. Zhang, X., Ming, X. A Smart System Of Customer- Product Interaction Life Cycle (CILC) In Industrial Internet Era For Mass Personalization From Industrial Practice Survey: Identification, Definition, Acquisition And Parsing. Journal of Intellegent Manufacturing 35(2024) 727–756.
    18. Mnyazi, M., Makhamara, F. Operational Strategies and Performance of Small and Medium Enterprises in Nairobi City County, Kenya. Internation-al Journal of Business Management, Entrepreneurship and Innovation 5(2023) 1-18. https://doi.org/10.35942/jbmed.v5i1.298.
    19. Kotler, P., Keller, K., Brady, M., Goodman, M., Hansen, T. Marketing Management, Pearson. Harlow. 2019.
    20. Tjiptono, F. Pemasaran Jasa Edisi Terbaru. Andi. Yogyakarta. 2019.
    21. Tjiptono, F. & Chandra, G. Service, Quality and Satisfaction. Andi. Yogyakarta. 2011.
    22. Abid, M. F., Nawaz, M., Siddique, J., Johl, S. K., Nadeem, M. A., Mazhar, M. Frontline Employees’ Motivation towards Customers’ Value Out-comes : A Context of Non-Fuel Retailing. Jurnal The Messenger 14(2024) 144-157. https://doi.org/10.26623/themessenger.v14i2.3423
    23. Morita, S., Jindo, K., Maliotis, P. Exploring the Influence of Work Integration Social Enterprises on Consumers through Differentiated Customer Value Proposition. Sustainability 15(2023) 1-16.
    24. Riegler, J. Comparative Ethics of Modern Payment Models : Does the Way We Pay for Care Align with Patient Care Ethics?. Voices in Bioethics 9(2023) 1-8. https://doi.org/10.52214/vib.v9i.10310.
    25. McKinney, B. Addressing the Maternal Mental Health Crisis Through a Novel Tech-Enabled Peer-to-Peer Driven Perinatal Collaborative Care Model. Voices in Bioethics 9(2023) 1-8. https://doi.org/10.52214/vib.v9i.11221.
    26. Hartati, S., Wahyuni, E. Experience of Pregnant Mother For Receiving Ante Natal Care Services in Hospital. Manuju : Malahayati Nursing Journal 5(2023) 4280-4292.
    27. Annisa, Z. A., Perdana, R.S., Adikara, P.P. Kombinasi Intent Classification Dan Named Entity Recognition Pada Data Berbahasa Indonesia Dengan Metode Dual Intent And Entity Transformer. Jurnal Teknologi Informasi dan Ilmu Komputer 11(2024) 1017-1024.
    28. Siswanto. Pengantar Manajemen. Bumi Aksara. Jakarta. 2011.
    29. Sangadji, E. M., Sopiah. Perilaku Konsumen. Andi. Yogyakarta. 2013.
    30. Rangkuti, F. Teknik Membedah Kasus Bisnis Analisis SWOT Cara Perhitungan Bobot, Rating, dan OCAI. PT. Gramedia Pustaka Utama. Jakarta. 2013.
    31. Anam, K. Pengaruh Kualitas Pelayanan, Persepsi Harga Dan Citra Merek Terhadap Kepuasan Pelanggan (Studi Kasus Pada Rental Mobil Mitra Transport). Jurnal Ilmu dan Riset Akuntansi 1(2021) 1-5.
    32. Nurlia. Pengaruh Struktur Organisasi Terhadap Pengukuran Kualitas Pelayanan (Perbandingan Antara Ekspektasi/Harapan Dengan Hasil Kerja). Meraja Journal 2(2019) 53–58.
    33. Sun, H. Strategic Change and Quality Management-A Case Study of IPG Asset Solutions Pte Ltd. Frontiers in Managements Science 2(2023) 111-117.
    34. Priansa, D. J. Perilaku Konsumen dalam Bisnis Kontemporer. Alfabeta. Bandung. 2017.
    35. Mylrea, M., Robinson, N. Ai Trust Framework And Maturity Model : Improving Security, Ethics And Trust In Ai. Cybersecurity and Innovative Technology Journal 1(2023) 1-15.
    36. Stizlein, S. Teaching Honesty and Improving Democracy in the Post Truth Era. Education Theory 73(2023) 53-73.
    37. Pardede, P. H. The Effect of Service Quality on Customer Satisfaction in the Airline Industry in Tanzania. Jurnal Sosial Dan Sains 4(2024) 95–106. https://doi.org/10.59188/jurnalsosains.v4i2.1225
    38. Kambolong, M., Makmur, M., Ningtyas, C.P., Suwarningsih, L. Strategi Bisnis Oleh-Oleh Khas Kendari Dalam Meningkatkan Daya Saing di Kota Kendari. Journal of Publicuho 6(2023) 1611-1625.
    39. Helkkula, A., Arnould, E., Chen, A. Glocalization in Service Cultures : Tensions in Customers’ Service Expectations and Experiences. Journal of Service Research 26(2022) 233-250. https://doi.org/10.1177/10946705221094638.
    40. Mulrooney, K., Bullock, K., Mouhanna, C., Harkness, A. Police Relationships and Engagement with Rural Citizens : Perspectives of Front-Line Police in The United Kingdom, Australia, and France. Policing: An International Journal 47(2024) 340–352. https://doi.org/10.1108/PIJPSM-12-2023-0173.
    41. Siebert, P.L., Suoto-Galvan, A. Exploring Barriers To Accessing Mental Health Services Within Minoritised Communities In Nottingham City, UK - A Creative Participatory Approach To Service Improvement. Public Health 227(2024) 228-231.
    42. Schmitz, P. W. Completly Relationship-Spesific Investments, Transaction Cost, and Property Rights Theory. Economics Letters 226(2023) 1-4.
    43. Azucena, R.M.D., Ashipaoloye, J.C. Total Quality Management, Safety and Stakeholders Satisfaction : Model For Healtcare Administration. In-ternational Journal of Multidisciplinary Research 5(2023) 1-138.
    44. Wiryawan, M., Arif, N. N. Implementation of Sustainable Hospitality by Improving Brand Equity in Tourism Industry : A Study Case. Indonesian Journal of Multidisciplinary Science 3(2023) 115-124.
    45. Deepthi, S., Chandra, Sri, K.G. Comprehensive Insight Into Service Quality Dimensions Exploring the Key Factors. International Journal of Scient-fic Research in Engineering and Management 8(2024) 1-8.
    46. Marino-Romero, J. A., Palos-Sanchez, P.R., Velicia-Martin, F. Improving KIBS Performance Using Digital Transformation : Study Based on The Theory of Resources and Capabilities. Journal of Service Theory and Practice 33(2023) 169-197.
    47. Juliana, Nurhaliza, F. Bank Syariah Indonesia Customer Loyality After Merger : Analysis of Trust, Service Quality and Religiosity. Jurnal Ekonomi Syariah : Teori dan Terapan 10(2023) 96-108.
    48. Jiang, X., Mastromartino, B., Yang, Q., Zhang, J., Zhang, J.J. Influence of Consumer Interaction and Community Relationships on Value Co-Creation Willingness : A Mediation Model of Chinese Sports Brands. Sustainability 15(2023) 1-19.
    49. Sepeng, T.D., Lourens, A., Merwe, K.V.D., Gerber, R. Certification Bodies Intepretation and Application of the ISO 19011 Audit Process Guide-lines. International Journal of Quality and Reliability Management, 42(2024) 339-355.
    50. Lewis, C. Protecting Confidentiality in the Digital Ecosystem of Humanitarian Aid. Voices in Bioethics 10(2024) 1-4.
    51. Bağcı, R. B., Taşçioğlu, M. Organizing Maintenance Service Contracts for Initial Purchases: The Interplay Among Product Type, Service Type, and Service Approach. Journal of Business-to-Business Marketing 30(2023) 311–332. https://doi.org/10.1080/1051712X.2023.2252424
    52. Sadamoro, F., Ayayi, M., Ayodel, O., Areola, O. Influence of Relationship Marketing on Customers’ Loyalty Among Solar Power Consumers in Ekiti State, Nigeria. African-British Journal 6(2023) 81-92.
    53. Morgan, R. M., Hunt. The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing 58(1994) 20-38.
    54. Fadly, A., Situmorang, S. H., Sembiring, B.K.F. Analysis of Brand Image, Brand Trust, Customer Experience on Customer Satisfaction Through Perceived Value Bank Syariah Indonesia (Study at BCI KCP Krakatau). International Journal of Economic, Business, Accounting, Agriculture Management and Shariah Administration 3(2023) 445-455.
    55. Dike, S.E., Davis, S., Abrahams, A., Anjomshoae, A., Ratcham, P. Evaluation of Passengers’ Expectations and Satisfaction in the Airline Industry : An Empirical Performance Analysis of Online Reviews. Benchmarking : An Internasional Journal 31(2023) 611-639.
    56. Araujo, J., Pereira, I. V., Santos, J. D. The Effect of Corporate Social Responsibility on Brand Image and Brand Equity and Its Impact on Consum-er Satisfaction. Administrative Science 13(2023) 1-16.
    57. Imansari, D. Pengaruh Kualitas Produk, Celeberity Endorser Dan Harga Terhadap Proses Keputusan Pembelian Shampo Pantene. Jurnal Ilmu Dan Riset Manajemen 7(2018) 1–19.
    58. Mu’min, U A., Anggreni, V., Yulianti, W., Nuraeni, A., Sulastri, A., Nurkhofifah, M. Guidance On Memorizing The Qur'an At SDI Insan Mandiri Cihaur Simpenan Sukabumi. Engagement: Jurnal Pengabdian Masyarakat 3(2024) 58-66.
    59. Kotler, P. Prinsip – Prinsip Pemasaran Manajemen. Prenhalindo. Jakarta. 2000.
    60. Riswanto, A. L., Kim, S., Kim, H.S. Analyzing Online Reviews to Uncover Customer Satisfaction Factors in Indian Cultural Tourism Destinations. Behavioral Sciences 13(2023) 1-15.
    61. Vinothkumar, S., Amutharaj, J. Secure Aware Disaster Recovery in Cloud Using an Adaptive Coati Optimization Algorithm. International Journal of information Technology 16(2024) 2783–2793.
    62. Belanche, D., Belk, R. W., Casaló, L. V., Flavián, C. The Dark Side Of Artificial Intelligence In Services. The Service Industries Journal 44(2024) 149–172. https://doi.org/10.1080/02642069.2024.2305451
    63. Saenz, J., Alcalde-Heras, H., Aramburu, N., Buelnechena-Elbedrin, M. Boosting Innovativeness In Organic Farming : The Role Of External Rela-tional Capital. Journal of Intellectual Capital 25(2024) 143-165.
    64. Satria, S. T., Kirono, I. Evaluasi dan Perbaikan Proses Pengiriman dan Pengantaran PT Pos Indonesia (Persero) KCU Surabaya. Ranah Research : Journal of Multidisciplinary Research and Development 6(2023) 85-93.
    65. Putri, D. E. A., Krisbowo, A. Digital Government Enterprise Strategies at the Regional Drinking Water Company (PDAM) Delta Tirta, Sidoarjo Regency, Indonesia. Journal of Public Sector Innovations 9(2024) 12-23.
    66. Debt, R., Baruah, D., Datta, H. Validating the Finansial Literacy Construct Impressions and Reflections. Internasional Journal of Banking, Risk and Insurance 12(2024) 69-79.
    67. Saragih, D.R.U., Said, F. WoM Rol eon the Tourist Attraction Image and Revisit Intention. Jurnal Indonesia Sosial Sains 5(2024) 173-187.
    68. Hmidah, N. A., Haron, N.A.B., Hizami, A.A., Law, T.H., Altohami, A.B.A. Energy Consumption of Retrofitting Existing Public Buildings in Ma-laysia under BIM Approach: Pilot Study. Sustainability 15(2023) 1-29.
    69. Akmal, T.M.N., Junita, A, & Meutia, T. Determinan Kecenderungan Kecurangan Akuntansi (Studi pada SKPK di Kota Langsa). Jurnal Penelitian Ekonomi Akuntansi (JENSI) 7(2023) 63-73. https://doi.org/10.33059/jensi.v7i1.7928.
    70. Prabowo, H., Wonua, A.R., Titing, A.S. Pengaruh Gaya Kepemimpinan Transformasional dan Komitmen Organisasi terhadap Kinerja Karyawan Pada Perusahaan Daerah Air Minum (PDAM) Kabupaten Bombana. Transformasi : Journal of Economics and Business Management 2(2023) 27-36. https://doi.org/10.56444/transformasi.v2i4.1112
    71. Putra, D., Firta, W., Pratama, R. Pengaruh Kepemimpinan Transformasional Dan Kecerdasan Emosional Terhadap Organizational Citizenship Be-havior Dengan Komitmen Organisasi Sebagai Variabel Intervening Pada PT. Tanto Intim Line. Jurnal Penelitian dan Pengkajian Ilmiah Sosial Bu-daya 2(2023) 1-6. https://doi.org/10.47233/jppisb.v2i1.653.
    72. Hair, J.F., Hult, G.T.M., Ringle, C.M., Sarstedt, M. A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Sage Publications Inc. USA. 2017.
    73. Fornell, C., Larcker, David F. Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research 18(1981) 39-50.
    74. Gandhi, A.P., Kiran, T., Sharma, J.S.T.D., Junaid, K.P., Gupta, R., Prajapati, A. Amaljith, A.B. Validayion of the 5C Questionnaire to Assess the Hesitancy Towards Adult Vaccination Among the Hindu Speaking Population of Northern India. Discover Social Science and Health 4(2024) 1-11.
    75. Welhaf, M.S., Kade, M. A Nomothetic Span Approach to the Construct Validation of Sustained Attention Consistency : Re-Analyzing Two La-tent-Variable Studies of Performance Variability and Mind-Wandering Self-Reports. Psychological Research 88(2024) 39–80. https://doi.org/10.1007/s00426-023-01820-0.
    76. Puspadina, M., Yusuf, F. A., Nuryanto, U. W. Analisis Faktor-Faktor yang Mempengaruhi Organizational Citizenship Behavior dan Dampaknya Terhadap Kinerja Guru di Pesantren Darunnajah. Jesya (Jurnal Ekonomi Dan Ekonomi Syariah) 7(2024) 192-209. https://doi.org/https://doi.org/10.36778/jesya.v7i1.1365
    77. Judijanto, L., Budi, H., Irwan, M., Kurniawan, R., Awwalunnisa, N. Analysis of the Effectiveness of Zakat Collection, Management, and Distribu-tion in Improving Social Welfare in Indonesia. West Science Islamic Studies 2(2024) 15-23. https://doi.org/10.58812/wsiss.v2i01.586
    78. Bowden, V.K., Griffiths, N., Strickland, L., Loft, S. The Reliability Value Signifies that The Questionnaire Utilized is Stable and Consistent in As-sessing The Construct being Examined : Increased reliability bolsters trust in research outcomes. Human Factors 65(2023) 533-545.
    79. Wang, Q., Cheng, T., L., Yjiun, L., Haichuan, Z., Runhua, Huang, J. Underground Mine Safety and Health : A Hybrid MEREC–CoCoSo System for the Selection of Best Sensor. Sensors 24(2024) 1-14.
    80. Karbo, R.T. Viel, Frewer, L.J. Areal, F., Jones, G., Nurudeen, S. A Systematic Review of The Efficacy of Theories Used to Understand Farmers’ Technology Adoption Behavior in Lower-To-Middle-Income Countries. Development Studies Research 11(2024) 1-12.
    81. Khatti, J., Grover, K.S. Assessment of The Uniaxial Compressive Strength of Intact Rocks : An Extended Comparison Between Machine and Ad-vanced Machine Learning Models. Multiscale and Multidiscipline, Modeling, Experiments and Design 7(2024) 3301–3325. https://doi.org/10.1007/s41939-024-00408-4.
    82. Nawaz, A.H., Lin, S., Wang, F., Zheng, J., Sun, J., Zhang, W., Jiao, Z., Zhu, Z., Lilong, A., Zhang, L. Investigating the Heat Tolerance and Pro-duction Performance in Local Chicken Breed Having Normal and Dwarf Size. Animal The Internasional Journal of Animal Bioscience 17(2023) 1-9.
    83. Kumar, R., Kumar, M., Tiwari, R.K., Chourasia, K.N., Kumar, A., Kumar, R., Sharma, S., Singh, B. Investigating the Interplay between Tomato Leaf Curl New Delhi Virus Infection, Starch Metabolism and Antioxidant Defence System in Potato (Solanum tuberosum L.). Antioxidant 12(2023) 1-19.
    84. Mahdi, H.T., Salman, F.A.A., Ali, N.D.A., Hasan, M.F. Effect of Interactive Marketing Dimensions on Marketing Efficiency : Exploratory Study for the Opinions of a Sample of Employees of Asia Cell Mobile Telecommunications Company in Karbala City. Technium : Social Sciences Journal 43(2023) 344-359.
    85. Bozkurt, S., Gligor, D., Hollebeek, L.D., Sumlin, C. Understanding The Effects of Firms' Unresponsiveness on Social Media Toward Customer Feedback on Customers' Engagement : The Impact of Ethnicity. Journal Of Research In Interactive Marketing 19(2024) 59-75.
    86. Jeong, M., Shin, H.H., Lee, M., Lee, J. Assessing Brand Performance Consistency From Consumer-Generated Media: The US Hotel Industry. In-ternasional Journal of Contemporary Hospitality Management 35(2023) 2056-2083.
    87. Elder, T., Cummins, L., Tait, C., Kuzela, W. Website Redesign In A Maternity Setting : Co-Designing A Resource For Consumer Support And Education. Health Education in Practice Journal of Research For Professional Learning 6(2023) 1-10.
    88. Gichure, J.W., Gigonta, E. Total Quality Management Practices and Performance of East African Breweries Limited, Kenya. Internasional Journal of Business Management, Enterpreneurship and Innovation 6(2024) 86-100.
    89. Selviani, I. W. P., Rahmawati, P. I., Heryanda, K.K. The Role of Work Attitude in Mediating the Influence of Corporate Culture and Management Support on the Work Productivity of PLN Employees. International Journal of Science and Society 6(2024) 782-298.
    90. Cheong, F., Law, R. Human Employees Versus Robotic Employees : Customers and Hotel Managers’ Perceived Experience at Unmanned Smart Hotels. Cogent Social Sciences 9(2023) 1-15.
    91. Akgunduz, Y., Nisari, M.A., Sungur, S. A Roadmap Focused on Customer Citizenship Behavior for Fast-Food Restaurants During Covid-19. In-ternational Hospitality Review 39(2023) 26-49.
    92. Yesitadewi, V. I., Widodo, T. The Influence in Service Quality, Perceived Value, and Trust on Customer Loyality via Customer Satisfaction in De-liveree Indonesia. Quality-Access to Success 25(2024) 418-424.
    93. Majumder, I. Communication Skill of Service Provider as the Principal Determinant of Customer Satisfaction : A Case of Doctors’ Service. Interna-tional Journal of Management 9(2023) 6-11.
    94. Saoula, O., Abid, M.F., Ahmad, M.J., Shamim, A., Patwary, A.K., Yusr, M.M. Forging Customer Satisfaction Through Commitment-Trust Factors In Financial Insurance Services : Moderating Role Of Corporate Image. Journal of Islamic Marketing 15(2024) 418-445. https://doi.org/10.1108/JIMA-08-2021-0257.

  • Downloads

  • How to Cite

    Yanti Yulansari, G. A. K., Sinaga, F. ., Suadnyana, I. W. ., Shanty Muni Parwati, K. ., Lannovia Amir , F., & Yoga Kharisma Pradana, G. (2025). Mediation Of Customer Service in The Relation to Trust and Service Culture’s Impact on Customer Satisfaction At PT. Asuransi Raksa Pratikara in Bandung. International Journal of Accounting and Economics Studies, 12(5), 53-64. https://doi.org/10.14419/vnft4j19