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

DOI

10.2991/978-94-6463-443-3_99How to use a DOI?

Keywords

Brand Trust; Customer Experience; Customer Loyalty; Customer Satisfaction

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.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Ayuningtyas Yuli Hapsari
AU  - Ratih Hurriyati
AU  - Heny Hendrayati
AU  - Agus Rahayu
AU  - Lili Adi Wibowo
PY  - 2024
DA  - 2024/06/26
TI  - Brand Trust, Consumer Experience, and Customer Satisfaction Function as Moderating Factors on Customer Loyalty (A Case at PT. Trimitra Garmedindo Interbuana)
BT  - Proceedings of the 8th Global Conference on Business, Management, and Entrepreneurship (GCBME 2023)
PB  - Atlantis Press
SP  - 748
EP  - 755
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-443-3_99
DO  - 10.2991/978-94-6463-443-3_99
ID  - Hapsari2024
ER  -