Journal of Social Research
Vol. 4 No. 12 (2025): Journal of Social Research

Analysis of the Effect of Social Media Marketing and Customer Experience on Brand Trust at Pastry XYZ

Suwarno, Suwarno (Unknown)
Arriansjah Rishad, Muhammad (Unknown)



Article Info

Publish Date
29 Nov 2025

Abstract

In the digital era, social media has transformed marketing strategies, particularly for MSMEs in the competitive culinary industry. This study aims to analyze the effect of social media marketing and customer experience on brand trust at Pastry XYZ. Using a quantitative approach, data were collected through online surveys from 75 Instagram followers of Pastry XYZ selected through purposive sampling. The data were analyzed using SmartPLS 4.0 with structural equation modeling. The results show that social media marketing has a significant positive effect on brand trust (path coefficient = 0.539, p = 0.000), while customer experience does not significantly affect brand trust (path coefficient = 0.162, p = 0.209). These findings indicate that Instagram-based marketing activities effectively build consumer trust, whereas the current customer experience requires improvement to contribute meaningfully to brand trust development. The study provides practical implications for optimizing social media marketing strategies in the culinary MSME sector. In conclusion, Instagram-based marketing proves to be an effective strategy for building brand trust, whereas customer experience elements require substantial improvement to contribute to trust building.

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Journal Info

Abbrev

ijsr

Publisher

Subject

Humanities Computer Science & IT Economics, Econometrics & Finance Education Social Sciences

Description

The Journal of Social Research is a double blind peer-reviewed academic journal and open access to social and scientific fields. The journal is published monthly by International Journal Labs. The Journal of Social Research provides a means for sustained discussion of relevant issues that fall ...