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0.444
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All Journal International Journal of Business, Law, and Education Golden Ratio of Data in Summary
Wibowo, Daniel Pungkas Prastia
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Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Neuroscience Social Sciences Other

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The Relationship Between Customer Perceived Value, Service Quality, Brand Trust, and Customer Retention in the Retail Industry Wahyuni, Ira; Kusumaningtyas, Daru Putri; Mahdani, Hakkul Bahiz; Wibowo, Daniel Pungkas Prastia
International Journal of Business, Law, and Education Vol. 5 No. 2 (2024): International Journal of Business, Law, and Education
Publisher : IJBLE Scientific Publications Community Inc.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56442/ijble.v5i2.943

Abstract

This study investigates the relationship between customer perceived value, service quality, brand trust, and customer retention in the retail industry. Using a quantitative approach, data were collected from 350 retail customers and analyzed using Structural Equation Modeling (SEM). The findings reveal that customer perceived value, service quality, and brand trust significantly influence customer retention, with brand trust showing the strongest effect. The combined effect of these factors explains 62% of the variance in customer retention. The results underscore the importance of an integrated approach in retail, where perceived value, high service standards, and trust are key to maintaining customer loyalty. This study provides valuable insights for retail managers aiming to enhance retention through strategic improvements in customer experience, service quality, and brand-building efforts.
The Impact of Mentoring and Work Motivation on the Proactivity of Generation Z Employees in Jakarta with Leadership Style as a Moderating Variable Syukur, Aris Muhamad; Wibowo, Daniel Pungkas Prastia; Usman, Osly
Golden Ratio of Data in Summary Vol. 5 No. 4 (2025): August - October
Publisher : Manunggal Halim Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52970/grdis.v5i4.1466

Abstract

This study examines the impact of mentoring and work motivation on the proactivity of Generation Z employees in Jakarta, with leadership style as a moderating variable. Using a sample of 100 employees and analysis through Partial Least Squares–Structural Equation Modeling (PLS-SEM), the findings reveal that work motivation strongly and positively influences proactivity. Mentoring also demonstrates a positive effect. Interestingly, leadership style significantly strengthens the effect of mentoring, but does not moderate the relationship between work motivation and proactivity. These findings suggest that, to enhance the proactivity of Generation Z employees, organizations should focus on improving intrinsic motivation, optimizing mentoring programs, and implementing a supportive leadership style.
Co-Authors Kusumaningtyas, Daru Putri Mahdani, Hakkul Bahiz Osly Usman Syukur, Aris Muhamad