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All Journal Indonesian Journal of Society Development (IJSD) Seminar Nasional Produk Terapan Unggulan Vokasi MANAJEMEN ADMINISTRASI BISNIS DAN PEMASARAN JURNAL PENELITIAN BISNIS Asian Journal of Logistics Management Lokawati: Jurnal Penelitian Manajemen dan Inovasi Riset Jurnal Elektrik
Adelaida Joroh
Politeknik Negeri Manado
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Pengaruh Kepercayaan dan Promosi terhadap Loyalitas Nasabah pada PT. Pegadaian Kantor UPC Mapanget Marshanda Wenas; Arief Perdana Kumaat; Adelaida Joroh; Efendy Rasjid
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 5 (2026): September: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i5.2744

Abstract

This study aims to analyze the effect of Trust and Promotion on Customer Loyalty at PT. Pegadaian UPC Mapanget Office, both partially and simultaneously. This study employed a quantitative approach using descriptive and field research methods. The sample consisted of 100 respondents who were customers of PT. Pegadaian UPC Mapanget Office, selected using a purposive sampling technique. Data were collected through observation, questionnaires, and literature review. Data analysis was conducted using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with the assistance of SmartPLS 4.1 software. The results showed that Trust had a positive and significant effect on Customer Loyalty, with a path coefficient of 0.484, a t-statistic of 6.446, and a p-value of 0.000. Promotion also had a positive and significant effect on Customer Loyalty, with a path coefficient of 0.386, a t-statistic of 4.712, and a p-value of 0.000. The adjusted R-square value of 0.536 indicates that Trust and Promotion explained 53.6% of the variance in Customer Loyalty, while the remaining 46.4% was explained by other variables outside the research model. Furthermore, the effect size results indicated that Trust had a stronger effect on Customer Loyalty than Promotion. Therefore, increasing customer trust and improving the effectiveness of promotional activities can contribute to enhancing Customer Loyalty at PT. Pegadaian UPC Mapanget Office.
Co-Authors Adriyan Warokka Arief Perdana Kumaat Arief Perdana Kumaat Arifmanuel Kolondam DEBY AFRIANI MPILA Deitje S. Pongoh Don Kabo Dua, Iyam L Dwars Soukotta Efendy Rasjid Fitria Claudya Lahinta Gratia Natrina Kaparang I Gede Para Atmaja Jeane Maramis Karlah L. R. Mansauda Lahinta, Fitria Claudya Leony Ariesta Wenno Mangolo, Mikhael Credo Samuel Maramis, Diana Maramis, Diana Roweina Susana Marshanda Wenas Marson James Budiman Martine Lapod Martine Lapod Nugroho, Arief P. W. Paendong, Melky Paendong, Melky K. E. Pangemanan, Daisy D. G. Precylia Ribka Rambing Putong, Ivonne Helena Rasjid, Efendy Rolyke Tulangow Romana O. C. Pessak Silvy Sambuaga Simanjuntak, Christopel Simanjuntak, Christopel Hamonangan Sintya Paula Junaedy Stanley B. Dodie Stieven N. Rumokoy Supit, Vekky Tiara Felia Ondang Tiwa, Aprilia Tomi, Alfia Walangitan, Misael Aldo Walukow, Stephy Beatrix