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All Journal Jurnal Ekonomi Premium: Insurance Business Journal
Agus David Ramdansyah
Unknown Affiliation
Economics, Econometrics & Finance Social Sciences

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MAINTAINING CUSTOMER TRUST THROUGH CUSTOMER SATISFACTION AT PT ANEXCO MITRA ABADI Andi Dian Putra; Agus David Ramdansyah; Meutia, Meutia
Jurnal Ekonomi Vol. 11 No. 01 (2022): Jurnal Ekonomi
Publisher : SEAN Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (427.758 KB)

Abstract

The company cannot run its business properly without the trust of customers and the public. This study aims to determine the influence of company reputation and CRM on customer trust through satisfaction as an intervention that impacts repurchase customers of PT Anexco Mitra Abadi. The research method uses a quantitative approach with the type of survey research. The study was conducted on PT Anexco Mitra Abadi's customers with a total sample of 96 respondents using purposive sampling techniques. Based on the results of data analysis using SEM-PLS, this study shows that only six hypotheses are accepted, while one is rejected. This study concluded that the company's reputation positively and significantly affects customer trust and satisfaction. CRM was found to positively and significantly affect satisfaction and repurchase. Customer satisfaction only has a positive and significant effect on trust, but does not affect repurchases
The Mediating Role of Psychological Reactions in the Influence of Brand Experience on Brand Loyalty Muhammad Rizki Zaldi; Agus David Ramdansyah; Yanto Azie Setya
Premium Insurance Business Journal Vol. 12 No. 1 (2025): PREMIUM INSURANCE BUSINESS JOURNAL, JULI 2025
Publisher : P3M Trisakti School of Insurance (TSI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35904/premium.v12i2.208

Abstract

This study investigates the mediating roles of brand trust and brand love in the relationship between brand experience and brand loyalty among Generation Y and Z users of the Tokopedia marketplace in Indonesia. Data were collected through an online questionnaire from 200 purposively selected respondents. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4 software. The findings reveal that brand experience does not have a direct effect on brand loyalty. However, brand experience has a significant positive effect on both brand trust and brand love. Brand trust significantly and positively influences both brand love and brand loyalty. Brand love also has a significant positive effect on brand loyalty. Furthermore, both brand trust and brand love serve as mediators in the relationship between brand experience and brand loyalty, both independently and simultaneously. These findings highlight key factors that can enhance brand loyalty to achieve competitive advantage and support the formulation of effective marketing strategies.
Co-Authors Andi Dian Putra Meutia, Meutia Muhammad Rizki Zaldi Yanto Azie Setya