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

In: Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)

Author

Listed:
  • 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)

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.

Suggested Citation

  • Ayuningtyas Yuli Hapsari & Ratih Hurriyati & Heny Hendrayati & Agus Rahayu & Lili Adi Wibowo, 2024. "Brand Trust, Consumer Experience, and Customer Satisfaction Function as Moderating Factors on Customer Loyalty (A Case at PT. Trimitra Garmedindo Interbuana)," Advances in Economics, Business and Management Research, in: Ratih Hurriyati & Lili Adi Wibowo & Sulastri Sulastri & Lisnawati Lisnawati (ed.), Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023), pages 748-755, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-443-3_99
    DOI: 10.2991/978-94-6463-443-3_99
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