IDEAS home Printed from https://ideas.repec.org/h/spr/prbchp/978-981-95-6415-6_91.html

The Influence of Corporate Image on Customer Loyalty Through Trust in App-Based Transportation Service in Indonesia

In: Entrepreneurship and Human-Centric Business Strategies for Social and Economic Resilience

Author

Listed:
  • Ade Iva Baniasih

    (BINUS University)

  • Jefta Harlianto

    (BINUS University)

Abstract

The rapid development of digital technology has revolutionized the transportation industry with the emergence of online transportation services that offer convenience, speed and comfort. However, in this context, customer loyalty is influenced not only by service quality but also by the roles of corporate image and customer trust. This study aims to examine the effect of corporate image on customer loyalty with customer trust as a mediating variable. Data were collected from 187 respondents through structured questionnaires distributed to users of online transportation services in Indonesia. The novelty of this research lies in analyzing how customer trust mediates the relationship between corporate image and customer loyalty within the unique context of Indonesia’s online transportation industry, highlighting that building a positive image alone is insufficient without reinforcing customer trust. The research findings indicate that: (1) Corporate Image has a significant effect on Customer Trust; (2) Customer Trust has a significant effect on Customer Loyalty; and (3) Customer Trust significantly mediates the relationship between Corporate Image and Customer Loyalty. These results emphasize the importance of Corporate Image and Customer Trust as key factors in building and maintaining long-term Customer Loyalty. A positive Corporate Image creates perceptions of quality and credibility in the minds of customers, while the established Trust serves as a foundation for customers to continue using the services. Thus, a combination of a strong Corporate Image and a high level of Customer Trust becomes the key to creating stable and sustainable Customer Loyalty.

Suggested Citation

  • Ade Iva Baniasih & Jefta Harlianto, 2026. "The Influence of Corporate Image on Customer Loyalty Through Trust in App-Based Transportation Service in Indonesia," Springer Proceedings in Business and Economics, in: Singha Chaveesuk & Seungwoo Shin & Sebastian Kot & Bilal Khalid (ed.), Entrepreneurship and Human-Centric Business Strategies for Social and Economic Resilience, pages 1473-1485, Springer.
    • Handle: RePEc:spr:prbchp:978-981-95-6415-6_91
    DOI: 10.1007/978-981-95-6415-6_91
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a
    for a similarly titled item that would be available.

    More about this item

    Keywords

    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:prbchp:978-981-95-6415-6_91. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.