The Influence of Service Transparency, Trust, and Perceived Usefulness on Stakeholder Loyalty with Stakeholder Satisfaction as a Mediating Variable

Sarly Eka Ramadhini; Wiliam Santoso; Henry Susanto Pranoto

doi:10.58737/jpled.v6i3.1792

Authors

Sarly Eka Ramadhini Universitas Ciputra Surabaya
Wiliam Santoso Universitas Ciputra Surabaya
Henry Susanto Pranoto Universitas Ciputra Surabaya

DOI:

https://doi.org/10.58737/jpled.v6i3.1792

Keywords:

Service Transparency, Trust, Perceived Usefulness, Satisfaction, Loyalty

Abstract

This study examines the effect of service transparency, trust, and perceived usefulness on stakeholder loyalty, with satisfaction as a mediating variable, in the context of BSSN's Information Technology Security Assessment (ITSA) services. The rising escalation of cyber threats in Indonesia demands active stakeholder engagement and loyalty toward government cybersecurity services. Using a quantitative approach with Partial Least Squares Structural Equation Modeling (SEM-PLS), data were collected online from 90 ITSA users selected through simple random sampling. The results show that service transparency significantly increases satisfaction but has no direct effect on loyalty, while trust significantly affects neither satisfaction nor loyalty. Perceived usefulness emerges as the most dominant determinant, strongly driving both satisfaction and loyalty, and satisfaction significantly enhances loyalty. However, satisfaction does not mediate the effect of the three independent variables on loyalty. Accordingly, strategies to build stakeholder loyalty in ITSA services should prioritize optimizing practical value (perceived usefulness) and directly improving user satisfaction.

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