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All Journal Maneggio: Jurnal Ilmiah Magister Manajemen AL-TANZIM : JURNAL MANAJEMEN PENDIDIKAN ISLAM Jurnal Abdi Ilmu Enrichment : Journal of Management Journal of Social Science Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) International Journal Of Science, Technology & Management (IJSTM) Formosa Journal of Multidisciplinary Research (FJMR) NUSANTARA: Jurnal Pengabdian Kepada Masyarakat International Review of Practical Innovation, Technology and Green Energy (IRPITAGE) Journal of Social Science Journal of Business Management and Economic Development Jurnal Mahkota Bisnis (Makbis)
Sungguh Ponten Pranata
Universitas Mahkota Tricom Unggul
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Journal : Formosa Journal of Multidisciplinary Research (FJMR)

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From Clicks to Trust: Insights into Customer Brand Relationships on TikTok Pranata, Sungguh Ponten
Formosa Journal of Multidisciplinary Research Vol. 3 No. 11 (2024): November 2024
Publisher : PT FORMOSA CENDEKIA GLOBAL

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55927/fjmr.v3i11.11913

Abstract

This research aims to understand how brands can build and maintain trust and strong relationships with customers on TikTok's social media platform. Using an exploratory qualitative approach, data was collected through semi-structured interviews and content analysis of brand activity on TikTok. The results show that customer trust is the main foundation in brand-customer relationships. This trust is formed through consistent communication and credibility, strengthened by positive associations with influencers, and product and service quality. Additionally, the reputation and security features of the TikTok platform also play an essential role in influencing customer purchasing decisions. This research emphasizes that brands need to adopt a holistic approach that includes consistency in communications, appropriate use of influencers, and a focus on platform reputation and credibility to build and sustain customer trust and loyalty on an ongoing basis. This approach is considered essential in achieving success in the dynamic digital era.
Co-Authors Ahmad Rivai Ballian Br Ginting, Berupilihen Debora Tambunan Dewi Rafiah Pakpahan Eka Martyna Theodora Hana Salsabila Lubis Hendra Jonathan Sibarani Husriani Husain Junaerdi Nababan Nidya Banuary Novirsari, Emma Pakpahan, Victor Maruli Rais, Rinovian Sinaga, Anggiat Sitorus, Nurianti Syahlina, Maya Yenni Martok Zakia Fadila