Brand Trust, Consumer Experience, and Customer Satisfaction Function as Moderating Factors on Customer Loyalty (A Case at PT. Trimitra Garmedindo Interbuana)

Ayuningtyas Yuli Hapsari (), Ratih Hurriyati, Heny Hendrayati, Agus Rahayu and Lili Adi Wibowo
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Ayuningtyas Yuli Hapsari: Universitas Pendidikan Indonesia
Ratih Hurriyati: Universitas Pendidikan Indonesia
Heny Hendrayati: Universitas Pendidikan Indonesia
Agus Rahayu: Universitas Pendidikan Indonesia
Lili Adi Wibowo: Universitas Pendidikan Indonesia

A chapter in Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023), 2024, pp 748-755 from Springer

Abstract: Abstract Customer satisfaction and brand trust are considered to have effects on consumer loyalty. This study aims to determine how brand loyalty and customer experience affect the satisfaction of customers of PT. Trimitra Garmedindo Interbuana (TRIMED). The sample of this study was taken using a quantitative technique consisting of a company that commonly buys products from PT. TRIMED. The findings of this study showed that customer satisfaction served as a mediating variable at PT. TRIMED since brand trust and customer experience had a significant impact on customer loyalty. Customers were more likely to acquire trust in a brand and have a pleasant experience when they were pleased with the company. Delivering high-quality products that consistently satisfy consumer needs can assist companies in increasing brand trust and enhancing the customer experience. This may then result in more devoted customers. According to the research findings, the impact of consumer satisfaction depends on how strong this bond is. The effects of brand trust and customer experience on customer loyalty can be implemented if customers are satisfied with the company.

Keywords: Brand Trust; Customer Experience; Customer Loyalty; Customer Satisfaction (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-443-3_99

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