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All Journal SENTRI: Jurnal Riset Ilmiah Journal of Economics and Management Scienties
Hendrakusuma, FX Bhakti
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Aerospace Engineering Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Library & Information Science Social Sciences

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The Effect of Corporate Image and Service Quality on Loyalty with Trust Mediation Madyaratri, Dellafanny Noor; Martaleni, Martaleni; Hendrakusuma, FX Bhakti
Journal of Economics and Management Scienties Volume 7 No. 4, September 2025
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/jems.v7i4.231

Abstract

This research examines the influence of corporate image and service quality on customer loyalty with customer trust as a mediating variable. Conducted at Kantor Pos Trenggalek, the study highlights the importance of internal company factors in shaping customer perceptions and sustaining loyalty in service-based businesses. Using a quantitative approach, data were collected from 160 respondents through judgmental sampling and analyzed using Partial Least Square – Structural Equation Modeling (PLS-SEM). The findings indicate that both corporate image and service quality have a significant positive effect on customer trust and loyalty. Furthermore, customer trust plays a mediating role in strengthening the relationship between these variables and loyalty. This research emphasizes the strategic value of building customer trust through consistent service quality and a strong corporate image to enhance long-term loyalty. Based on the findings, it is recommended that service providers consistently maintain and improve service performance and corporate reputation to foster trust and retain loyal customers. Future studies could explore other mediating or moderating variables, such as customer satisfaction or emotional attachment, to broaden the understanding of factors influencing loyalty.
Pengaruh Beban Kerja, Stress Kerja terhadap Kinerja Pegawai Dengan Motivasi sebagai Variabel Moderasi pada Badan Keuangan Daerah Kabupaten Kayong Utara Susanti, Nining Eka; Hadiyati, Ernani; Hendrakusuma, FX Bhakti; Gunadi, Gunadi
SENTRI: Jurnal Riset Ilmiah Vol. 4 No. 10 (2025): SENTRI : Jurnal Riset Ilmiah, Oktober 2025
Publisher : LPPM Institut Pendidikan Nusantara Global

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/sentri.v4i10.4820

Abstract

This study aims to analyze the influence of workload and job stress on employee performance, with work motivation as a mediating variable at the North Koyong Regional Finance Agency. The study used a causal associative approach, with a population of 42 employees of the North Koyong Regional Finance Agency, and a saturated sampling technique. The sampling technique used a questionnaire and data analysis using SmartPLS. The results showed that workload did not significantly influence employee performance, indicating that a high workload does not necessarily directly increase or decrease performance. Work stress also did not significantly influence employee performance, indicating that work pressure is still tolerable by employees. In addition, workload did not significantly influence work motivation, indicating that a high workload is unable to generate internal drive to work better. Conversely, work stress was shown to have a positive and significant effect on work motivation, where certain pressures can be a driving force for increased motivation if perceived as challenges. Work motivation itself significantly influences employee performance, confirming that motivated employees tend to show more optimal performance. However, work motivation was unable to significantly mediate the relationship between workload and job stress on employee performance, indicating that motivation's role as an intermediary is still not optimal.
Co-Authors Ernani Hadiyati Gunadi Gunadi Madyaratri, Dellafanny Noor Martaleni - Susanti, Nining Eka