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All Journal International Journal of Economy, Education and Entrepreneurship (IJE3) International Journal of Multidisciplinary Research and Literature (IJOMRAL)
Ramadhan, Muhammad Asrul
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Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Physics Social Sciences Other

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THE ROLE OF CUSTOMER SERVICE IN ENHANCING CUSTOMER VALUE AND FOSTERING CUSTOMER TRUST IN THE MODERN MARKET ENVIRONMENT IN BOGOR CITY Ramadhan, Muhammad Asrul; Limakrisna, Nandan; Muharam, Hari
International Journal of Economy, Education and Entrepreneurship (IJE3) Vol. 5 No. 1 (2025): International Journal of Economy, Education and Entrepreneurship
Publisher : Yayasan Education and Social Center

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53067/ije3.v5i1.369

Abstract

This study aims to investigate the role of customer service in enhancing customer value and fostering customer trust in the modern market environment of Bogor City. In an era of increasingly intense retail competition, customer service is a crucial factor in creating added value for customers and fostering sustainable trust. This study employs a qualitative approach, incorporating in-depth interviews and observations of consumers and modern market managers in Bogor City from October to December 2024. The study's findings indicate that the perception of customer value is significantly influenced by the quality of services, which is characterised as friendly, responsive, and instructive. High customer value then becomes a crucial foundation for growing customer trust, which in turn fosters customer loyalty and the sustainability of modern markets. However, there are challenges in the form of inconsistencies in service and limited human resources and market facilities that still require improvement. These findings emphasise the importance of standardised service management and staff training as primary strategies for enhancing service quality. The practical implications of this study are the need for continuous investment in training and facility development to strengthen the position of modern markets in Bogor City amidst retail market competition. This research is a significant contribution to the field of contemporary market management, as it aids in the development of effective service strategies that enhance customer value and establish long-term trust.
THE INFLUENCE OF PRODUCT QUALITY, BRAND IMAGE AND INTEGRATED MARKETING COMMUNICATION ON CUSTOMER VALUE AND ITS IMPLICATIONS ON CUSTOMER TRUST IN THE MODERN ORGANIC MARKET IN BOGOR CITY Ramadhan, Muhammad Asrul; Limakrisna, Nandan; Muharam, Hari
International Journal of Multidisciplinary Research and Literature Vol. 4 No. 4 (2025): INTERNATIONAL JOURNAL OF MULTIDISCIPLINARY RESEARCH AND LITERATURE
Publisher : Yayasan Education and Social Center

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53067/ijomral.v4i4.359

Abstract

Customer trust is a key factor in building long-term relationships between consumers and brands. This trust is developed through repeated positive experiences, consistent product quality, transparent communication, and a strong brand image. When customers feel confident that a brand or company can fulfill its promises and meet their expectations, they are more likely to remain loyal and recommend the product or service to others. This study aims to analyze the influence of product quality, brand image, and integrated marketing communication on customer value and its implications for customer trust in the modern organic market in Bogor City. The research method used is quantitative with a causality research approach. Data was collected through a survey using a questionnaire from 230 respondents, who are consumers aged over 17 years who shop at modern organic markets in Bogor City. Data analysis was conducted using structural equation modeling (SEM). The findings are expected to provide insights into effective marketing strategies for enhancing customer value and trust in organic products.
Co-Authors Muharam, Hari Nandan Limakrisna