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All Journal Jurnal Point Equilibrium Manajemen dan Akuntansi
Rizky Abdul Fattah
Universitas ASA Indonesia, Jakarta Timur
Economics, Econometrics & Finance

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Building Customer Satisfaction through Product Quality and Trust: The Role of Customer Motivation Rizky Abdul Fattah; Rindika Pramadanti
Jurnal Point Equilibrium Manajemen dan Akuntansi Vol. 8 No. 1 (2026): Jurnal Point Equilibrium Manajemen dan Akuntansi
Publisher : Universitas Sumatera Barat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59963/jpema.v8i1.650

Abstract

This study aims to examine the effect of product quality and trust on customer satisfaction, both directly and indirectly through customer motivation, among Kopi Tuku consumers. Primary data were collected from 210 respondents selected using purposive sampling and analyzed using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) with SmartPLS 3.0. The results indicate that product quality positively influences both customer motivation and satisfaction, while trust also significantly enhances motivation and satisfaction. Customer motivation was found to mediate the relationship between product quality and trust on satisfaction, strengthening their impact. These findings highlight the importance of maintaining product quality and building customer trust to improve experience and loyalty. Practically, this study provides insights for Kopi Tuku management in developing strategies to enhance customer satisfaction. Future research is recommended to include additional factors such as price, promotions, and store atmosphere to gain a more comprehensive understanding of customer motivation and satisfaction.
Co-Authors Rindika Pramadanti