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All Journal IJORER : International Journal of Recent Educational Research
Sultan, Adib Mokh
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Education Languange, Linguistic, Communication & Media Mathematics Other

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Customer Relationship Management, Customer Trust, and Retention in B2B Logistics: Implications for Vocational Education Prakoso, Budi; Hurriyati, Ratih; Gaffar, Vanessa; Sultan, Adib Mokh; Rahmiati, Filda
IJORER : International Journal of Recent Educational Research Vol. 7 No. 2 (2026): March
Publisher : Faculty of Teacher Training and Education Muhammadiyah University of Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46245/ijorer.v7i2.1396

Abstract

Objective: This study examines the mediating role of customer trust in the relationship between Customer Relationship Management (CRM) and Customer Retention within Indonesia's B2B logistics sector, specifically PT Pos Indonesia's enterprise segment, and explores implications for vocational education curriculum development in logistics programs. Method: Using a descriptive-verificative design, data were collected from 200 enterprise customers through a validated questionnaire using a 7-point semantic differential scale. CRM was measured by 13 indicators (communication, problem-solving, complaint handling), Customer Trust by 5 indicators (benevolence, integrity, competence), and Customer Retention by 4 indicators (renewal intention, switching resistance). Data analysis utilized PLS-SEM with bootstrapping (5,000 subsamples). CRM indicators were mapped against Indonesian National Qualifications Framework (KKNI) competency standards. Results: CRM significantly enhances Customer Trust (β = 0.880, t = 68.850, p < 0.001) and Customer Retention (β = 0.702, t = 12.030, p < 0.001). Customer Trust positively influences retention (β = 0.245, t = 4.361, p < 0.001) and functions as a partial mediator (β = 0.215, t = 4.440, p < 0.001). The model explains 85.4% of variance in trust and 77.5% in retention. Novelty: This study uniquely bridges industry practice and educational theory by identifying specific CRM competencies, communication quality, collaborative problem-solving, and complaint handling, that should be systematically integrated into vocational education curricula, providing evidence-based recommendations for preparing future logistics professionals.
Trust-Mediated Technology Acceptance in Digital Payment: Educational Implications for Financial Literacy Halimah, Helly Siti; Gaffar, Vanessa; Hurriyati, Ratih; Sultan, Adib Mokh; Rahmiati, Filda
IJORER : International Journal of Recent Educational Research Vol. 7 No. 3 (2026): May
Publisher : Faculty of Teacher Training and Education Muhammadiyah University of Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46245/ijorer.v7i3.1399

Abstract

Objective: This study investigated the mediating role of customer trust in linking perceived usefulness and ease of use to reuse intention among digital payment users, providing implications for financial technology education curriculum development. Method: A quantitative survey involving 600 Pospay users was conducted using seven-point Likert scale questionnaires. Structural Equation Modeling with Partial Least Squares (PLS-SEM) was employed for analysis with bootstrapping (5,000 resamples) to test direct and indirect effects. Results: Perceived usefulness most strongly influenced customer trust (β = 0.611, p < 0.001), followed by perceived ease of use (β = 0.359, p < 0.001). Customer trust significantly predicted reuse intention (β = 0.447, p < 0.001) and fully mediated both pathways. The model explained 86.8% of trust variance and 82% of reuse intention variance. Novelty: This research extends the Technology Acceptance Model by identifying trust as the key psychological mechanism linking perceived usefulness and ease of use to reuse intention. More importantly, it highlights a pedagogical shift in financial technology education by emphasizing that financial literacy programs should integrate trust-building competencies alongside technical operational skills.
Co-Authors Budi Prakoso, Budi Filda Rahmiati Halimah, Helly Siti Ratih Hurriyati Vanessa Gaffar