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All Journal DFAME Digital Financial Accounting Management Economics Journal
Wijaya, M. Rizfaz Kusuma
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences Other

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Kecerdasan Emosional dan Kohesi Tim dengan Mediasi Orientasi Kualitas Layanan terhadap Pengembangan Kepercayaan Merek pada UMKM Wijaya, M. Rizfaz Kusuma; Amalia, Dinda
DFAME Digital Financial Accounting Management Economics Journal Vol 4 No 3 (2026): AGUSTUS
Publisher : Awatara Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61434/dfame.v4i3.373

Abstract

This study examines the effects of emotional intelligence and team cohesion on brand trust among micro, small, and medium-sized enterprises (MSMEs), with service quality orientation as a mediating variable. Drawing on Social Exchange Theory, the study conceptualizes brand trust as an outcome of positive interpersonal and service exchanges shaped by individual emotional capabilities and team-level relationships. A quantitative cross-sectional survey was conducted among MSME employees and business actors with direct customer interaction and teamwork responsibilities. Data from 250 respondents were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with a bootstrapping procedure of 5,000 resamples. The results demonstrate that emotional intelligence has a significant positive effect on service quality orientation, while team cohesion also has a significant positive effect on service quality orientation. Service quality orientation shows a strong positive effect on brand trust. Furthermore, service quality orientation significantly mediates the relationships between emotional intelligence and brand trust and between team cohesion and brand trust. These findings indicate that brand trust is not developed solely through external marketing communication but also through internal emotional capabilities, cohesive teamwork, and consistent service-oriented behavior. The study contributes theoretically by extending Social Exchange Theory into an integrated employee–team–service–brand framework and provides practical implications for MSMEs seeking to strengthen customer trust through internal organizational capabilities.
Co-Authors Amalia, Dinda