Building Customer Loyalty Formed by Price Fairness, Brand Familiarity Mediated by Trust in PT. Rosalia Express Customer
DOI:
https://doi.org/10.38035/jim.v3i4.2096Keywords:
Price Fairness, Brand Familiarity, Trust, Customer Loyalty, Rosalia ExpressAbstract
The aim of this research is to empirically analyze the influence of price fairness and brand familiarity on loyalty mediated by trust in PT. Rosalia Express customers in Indonesia. This research is descriptive quantitative, the analysis method used is SEM-PLS (Structural Equation Model - Partial Least Square) Smart PLS 4.0 software. With a number of respondents as many as 175 people taken by purposive sampling. The research results show that trust is an intervening variable that can significantly influence the relationship between price fairness and brand familiarity on customer loyalty.
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Wiwoho, A. S. (2018). Pengaruh Relationship Marketing, Customer Value, Dan Trust Terhadap Loyalitas Pelanggan Pada PT. Asuransi Jiwasraya Cabang Kota Malang ….
Yaqub, R. M. S., Halim, F., & Shehzad, A. (2019). Effect of service quality, price fairness, justice with service recovery and relational bonds on customer loyalty: Mediating role of customer satisfaction. Pakistan Journal of Commerce and ….
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CHUN, T. Y., LEE, D. K., & PARK, N. H. (2020). The effect of marketing activities on the brand recognition, brand familiarity, and purchase intention on the SNS of franchise companies. In The Journal of Asian …. pdfs.semanticscholar.org.
Dhasan, D., & Aryupong, M. (2019). Effects of product quality, service quality and price fairness on customer engagement and customer loyalty. ABAC Journal.
Diamantopoulos, A., Sarstedt, M., Fuchs, C., & ... (2012). Guidelines for choosing between multi-item and single-item scales for construct measurement: a predictive validity perspective. In Journal of the Academy …. Springer. https://doi.org/10.1007/s11747-011-0300-3
Dickson, P. R., & Kalapurakal, R. (1994). The use and perceived fairness of price-setting rules in the bulk electricity market. Journal of Economic Psychology.
Doorn, J. Van, Lemon, K. N., Mittal, V., & ... (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service …. https://doi.org/10.1177/1094670510375599
Garbarino, E., & Lee, O. F. (2003). Dynamic pricing in internet retail: effects on consumer trust. Psychology &Marketing. https://doi.org/10.1002/mar.10084
Ghozali, I., & Latan, H. (2020). Partial Least Squares: Konsep, Teknik dan Aplikasi Menggunakan SmartPLS 3.0 Untuk Penelitian Empiris (Vol. 2). In Universitas Diponegoro.
Hair, J. F., Sarstedt, M., & Ringle, C. M. (2019). Rethinking some of the rethinking of partial least squares. European Journal of Marketing. https://doi.org/10.1108/EJM-10-2018-0665
Hariyanto, D., Triyono, M., & Köhler, T. (2020). Usability Evaluation of Personalized Adaptive e-Learning System Using Use Questionnaire. Knowledge Management &E-Learning.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. In Journal of the academy of marketing …. Springer. https://doi.org/10.1007/s11747-014-0403-8
Hutama, K. Y., & Ekawati, N. W. (2020). The influence of price fairness and corporate image on customer loyalty towards trust. In American Journal of Humanities and Social …. ajhssr.com.
Indrawan, F., Andrian, R., & ... (2021). The Influence of Service Quality and Customer Satisfaction on Customer Loyalty Si Cepat Ekspres in Dki Jakarta. Advances in ….
Jenneboer, L., Herrando, C., & ... (2022). The impact of chatbots on customer loyalty: A systematic literature review. In Journal of theoretical and …. mdpi.com.
Kelvianto, Y. E. (2020). Pengaruh Perceived Value, Brand Image, dan Trust Terhadap Loyalitas Pelanggan. Jurnal Manajemen Bisnis Dan Kewirausahaan.
Kospandani, R., & Wahyudi, L. (2021). Public transportation trust and satisfaction during the COVID-19 pandemic: study on electric train services in Kai commuter region 6 Yogyakarta. In International Journal of Economics …. ijebmr.com.
Lie, D., Sudirman, A., Efendi, E., & ... (2019). Analysis of mediation effect of consumer satisfaction on the effect of service quality, price and consumer trust on consumer loyalty. In International Journal of …. academia.edu.
Radito, T. A., Jefrison, J., & Prapti, M. S. (2023). The Effect Of Consumer Trust And Service Performance On Customer Loyalty Of PT. JNE. In Journal of Management and …. scholar.archive.org.
Razali, G., Akbarina, F., Arubusman, D. A., & ... (2023). Loyalty and the Effects of Trust and Switching Barriers. Jurnal Mirai ….
Restuputri, D. P., Indriani, T. R., & Masudin, I. (2021). The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic. Cogent Business & …. https://doi.org/10.1080/23311975.2021.1906492
Rhee, E. S., & Jung, W. S. (2019). Brand familiarity as a moderating factor in the ad and brand attitude relationship and advertising appeals. Journal of Marketing Communications. https://doi.org/10.1080/13527266.2018.1461124
Saifurrahman, M., Sudira, P., & ... (2021). The Determinant Factor of the Principal Leadership Solutions in Facing the 21st-Century Learning. Jurnal Pendidikan Dan ….
Santos, F. A. N., Mayer, V. F., & Marques, O. R. B. (2020). Dynamic pricing and price fairness perceptions: a study of the use of the Uber app in travels. In Turismo: Visão e Ação. SciELO Brasil.
Sari, A., & Yasa, N. N. K. (2019). The Role of Customer Trust as a Mediation on The Effect of Corporate Images and Price Fairness to Customer Loyalty. In Economic Research. jobmer.org.
Setiawan, E., Wati, S., Wardana, A., & ... (2020). Building trust through customer satisfaction in the airline industry in Indonesia: Service quality and price fairness contribution. Management Science ….
Surapati, U., Suharno, S., & Abidin, Z. (2020). The effect of service quality and customer trust on customer satisfaction and customer loyalty pt surya rafi bersaudaRA. International Journal of …. https://jurnal.stie-aas.ac.id/index.php/IJEBAR/article/view/1283
Uzir, M. U. H., Halbusi, H. Al, Thurasamy, R., & ... (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and ….
Wiwoho, A. S. (2018). Pengaruh Relationship Marketing, Customer Value, Dan Trust Terhadap Loyalitas Pelanggan Pada PT. Asuransi Jiwasraya Cabang Kota Malang ….
Yaqub, R. M. S., Halim, F., & Shehzad, A. (2019). Effect of service quality, price fairness, justice with service recovery and relational bonds on customer loyalty: Mediating role of customer satisfaction. Pakistan Journal of Commerce and ….
Acharya, A. (2021). The impact of brand familiarity, customer brand engagement and self-identification on word-of-mouth. South Asian Journal of Business Studies, 10(1), 29–48. https://doi.org/10.1108/SAJBS-07-2019-0126
Al-Fraihat, D., Joy, M., & Sinclair, J. (2020). Evaluating E-learning systems success: An empirical study. Computers in Human Behavior.
Arani, M. S., & Shafiizadeh, H. (2019). … of brand familiarity and brand recognition and their relationship with loyalty, repurchase intention, and brand recommendation with mediating role of brand reputation …. Revista Gestão & ….
Aziz, S., Samsudin, N. A., Alias, Z., Khan, N. U., & ... (2021). Do brand familiarity, perceived trust and attitude predict stock investment decision behavior. In Academy of Strategic …. researchgate.net.
Brunner, M. P. (2018). Teaching development: Debates on ’scientific agriculture’and ’rural reconstruction’at Khalsa College, Amritsar, c. 1915–47. The Indian Economic &Social History Review. https://doi.org/10.1177/0019464617745924
CHUN, T. Y., LEE, D. K., & PARK, N. H. (2020). The effect of marketing activities on the brand recognition, brand familiarity, and purchase intention on the SNS of franchise companies. In The Journal of Asian …. pdfs.semanticscholar.org.
Dhasan, D., & Aryupong, M. (2019). Effects of product quality, service quality and price fairness on customer engagement and customer loyalty. ABAC Journal.
Diamantopoulos, A., Sarstedt, M., Fuchs, C., & ... (2012). Guidelines for choosing between multi-item and single-item scales for construct measurement: a predictive validity perspective. In Journal of the Academy …. Springer. https://doi.org/10.1007/s11747-011-0300-3
Dickson, P. R., & Kalapurakal, R. (1994). The use and perceived fairness of price-setting rules in the bulk electricity market. Journal of Economic Psychology.
Doorn, J. Van, Lemon, K. N., Mittal, V., & ... (2010). Customer engagement behavior: Theoretical foundations and research directions. Journal of Service …. https://doi.org/10.1177/1094670510375599
Garbarino, E., & Lee, O. F. (2003). Dynamic pricing in internet retail: effects on consumer trust. Psychology &Marketing. https://doi.org/10.1002/mar.10084
Ghozali, I., & Latan, H. (2020). Partial Least Squares: Konsep, Teknik dan Aplikasi Menggunakan SmartPLS 3.0 Untuk Penelitian Empiris (Vol. 2). In Universitas Diponegoro.
Hair, J. F., Sarstedt, M., & Ringle, C. M. (2019). Rethinking some of the rethinking of partial least squares. European Journal of Marketing. https://doi.org/10.1108/EJM-10-2018-0665
Hariyanto, D., Triyono, M., & Köhler, T. (2020). Usability Evaluation of Personalized Adaptive e-Learning System Using Use Questionnaire. Knowledge Management &E-Learning.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. In Journal of the academy of marketing …. Springer. https://doi.org/10.1007/s11747-014-0403-8
Hutama, K. Y., & Ekawati, N. W. (2020). The influence of price fairness and corporate image on customer loyalty towards trust. In American Journal of Humanities and Social …. ajhssr.com.
Indrawan, F., Andrian, R., & ... (2021). The Influence of Service Quality and Customer Satisfaction on Customer Loyalty Si Cepat Ekspres in Dki Jakarta. Advances in ….
Jenneboer, L., Herrando, C., & ... (2022). The impact of chatbots on customer loyalty: A systematic literature review. In Journal of theoretical and …. mdpi.com.
Kelvianto, Y. E. (2020). Pengaruh Perceived Value, Brand Image, dan Trust Terhadap Loyalitas Pelanggan. Jurnal Manajemen Bisnis Dan Kewirausahaan.
Kospandani, R., & Wahyudi, L. (2021). Public transportation trust and satisfaction during the COVID-19 pandemic: study on electric train services in Kai commuter region 6 Yogyakarta. In International Journal of Economics …. ijebmr.com.
Lie, D., Sudirman, A., Efendi, E., & ... (2019). Analysis of mediation effect of consumer satisfaction on the effect of service quality, price and consumer trust on consumer loyalty. In International Journal of …. academia.edu.
Radito, T. A., Jefrison, J., & Prapti, M. S. (2023). The Effect Of Consumer Trust And Service Performance On Customer Loyalty Of PT. JNE. In Journal of Management and …. scholar.archive.org.
Razali, G., Akbarina, F., Arubusman, D. A., & ... (2023). Loyalty and the Effects of Trust and Switching Barriers. Jurnal Mirai ….
Restuputri, D. P., Indriani, T. R., & Masudin, I. (2021). The effect of logistic service quality on customer satisfaction and loyalty using kansei engineering during the COVID-19 pandemic. Cogent Business & …. https://doi.org/10.1080/23311975.2021.1906492
Rhee, E. S., & Jung, W. S. (2019). Brand familiarity as a moderating factor in the ad and brand attitude relationship and advertising appeals. Journal of Marketing Communications. https://doi.org/10.1080/13527266.2018.1461124
Saifurrahman, M., Sudira, P., & ... (2021). The Determinant Factor of the Principal Leadership Solutions in Facing the 21st-Century Learning. Jurnal Pendidikan Dan ….
Santos, F. A. N., Mayer, V. F., & Marques, O. R. B. (2020). Dynamic pricing and price fairness perceptions: a study of the use of the Uber app in travels. In Turismo: Visão e Ação. SciELO Brasil.
Sari, A., & Yasa, N. N. K. (2019). The Role of Customer Trust as a Mediation on The Effect of Corporate Images and Price Fairness to Customer Loyalty. In Economic Research. jobmer.org.
Setiawan, E., Wati, S., Wardana, A., & ... (2020). Building trust through customer satisfaction in the airline industry in Indonesia: Service quality and price fairness contribution. Management Science ….
Surapati, U., Suharno, S., & Abidin, Z. (2020). The effect of service quality and customer trust on customer satisfaction and customer loyalty pt surya rafi bersaudaRA. International Journal of …. https://jurnal.stie-aas.ac.id/index.php/IJEBAR/article/view/1283
Uzir, M. U. H., Halbusi, H. Al, Thurasamy, R., & ... (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and ….
Wiwoho, A. S. (2018). Pengaruh Relationship Marketing, Customer Value, Dan Trust Terhadap Loyalitas Pelanggan Pada PT. Asuransi Jiwasraya Cabang Kota Malang ….
Yaqub, R. M. S., Halim, F., & Shehzad, A. (2019). Effect of service quality, price fairness, justice with service recovery and relational bonds on customer loyalty: Mediating role of customer satisfaction. Pakistan Journal of Commerce and ….
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