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All Journal Journal of Education and Learning (EduLearn) JURNAL ILMIAH MANAJEMEN & BISNIS KUMPULAN JURNAL DOSEN UNIVERSITAS MUHAMMADIYAH SUMATERA UTARA INTEKNA JURNAL PENGABDIAN KEPADA MASYARAKAT JURNAL DIVERSITA LIABILITIES (JURNAL PENDIDIKAN AKUNTANSI) Martabe : Jurnal Pengabdian Kepada Masyarakat Ihsan: Jurnal Pengabdian Masyarakat Darmabakti : Junal Pengabdian dan Pemberdayaan Masyarakat Berajah Journal International Journal of Educational Review, Law And Social Sciences (IJERLAS) Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Proceeding International Seminar of Islamic Studies International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) PERWIRA - Jurnal Pendidikan Kewirausahaan Indonesia FRIMA: Festival Riset Ilmiah Manajemen & Akuntansi Prosiding Seminar Nasional Universitas Serambi Mekkah Jurnal Pengabdian Masyarakat
Mutia Arda, Mutia
Universitas Muhammadiyah Sumatera Utara
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THE INFLUENCE OF CUSTOMER VALUE AND TRUST ON CUSTOMER LOYALTY AT PT MITRA PROTEKSI MADANI Muhammad Khairil Anwar; Mutia Arda
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 5 No. 10 (2026): SEPTEMBER
Publisher : RADJA PUBLIKA

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Abstract

This study aims to examine and analyze the influence of Customer Value and Trust on Customer Loyalty at PT Mitra Proteksi Madani. This research employs a quantitative method with an associative approach. The population consists of all customers of PT Mitra Proteksi Madani, totaling 1,877 customers. The sample size was determined using the Slovin formula, resulting in 100 respondents. The sampling technique used was accidental sampling. The research data are primary data obtained through questionnaires distributed to customers of PT Mitra Proteksi Madani in Tebing Tinggi City. Data analysis was conducted using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method with the assistance of SmartPLS software. The analysis stages included the Measurement Model (Outer Model) to assess the validity and reliability of the research instruments and the Structural Model (Inner Model) to analyze the relationships among latent variables. Hypothesis testing was conducted using the T-Statistic to determine the partial effects and a simultaneous test to examine the joint influence of Customer Value and Trust on Customer Loyalty. The results indicate that Customer Value has an influence on Customer Loyalty, Trust has an influence on Customer Loyalty, and Customer Value and Trust simultaneously influence Customer Loyalty at PT Mitra Proteksi Madani. These findings indicate that enhancing customers' perceived value and
Co-Authors Andika Wahyu Andika Wahyu Aulia Rahman Ayu Indari AYU PRATIWI, WIDYA B. A. Siregar, Rizky Dewi Andriany Dewi Kesuma Nasution Dharmawati Dharmawati, Dharmawati Dini Daulay, Rahma Firmansyah, Nunung Agus Gustina Siregar H Manurung, Yayuk Hafsah Hafsah Hafsah Hafsah Hayulina Manurung, Yayuk Joko Yulbiantono Lailan Safina Hasibuan Lila Bismala Manurung, Yayuk Hayulina Maulana Banurea, Ahmad Muhammad Khairil Anwar Muhammad Zulham Muharnif M Nikmal, Nikmal Popy Popy Popy, Popy Putra, Yudha Andriansyah Rahma Dini Daulay Riadini Wanty Lubis Rizki Abdillah Rizky B. A. Siregar Rizky Bayu Andika Siregar S. Damanik, Wawan Safina Hasibuan, Lailan Sari Siregar, Fatimah Siregar, Rahmad Bahagia Susi Handayani Susi Handayani Syaiful Amri Saragih Wawan S. Damanik Wawan Septiawan Damanik Yayuk H Manurung Yudha Andriansyah Putra Zogner Halawa, Kevin