Published: 2025-10-01

Pengaruh Kepercayaan dan Komitmen terhadap Loyalitas Pelanggan dengan Kepuasan sebagai Variabel Moderasi (Studi Kasus pada PT. Mitra Jofer Indonesia)

DOI: 10.35870/emt.v9i4.4643

Siti Nuraeni, Iis Anisa Yulia, Mulyana Gustira Putra
  • Siti Nuraeni: Universitas Nusa Bangsa , Indonesia
  • Iis Anisa Yulia: Universitas Nusa Bangsa , Indonesia
  • Mulyana Gustira Putra: Universitas Nusa Bangsa , Indonesia
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Abstract

The purpose of this study is to analyze the impact of Trust and Commitment on Customer Loyalty, considering Satisfaction as a variable that can moderate the relationship. This study involved all customers of PT Mitra Jofer Indonesia as many as 45 companies. The sampling technique used is the census method in the Non-Probability Sampling category. Hypothesis testing was carried out using multiple linear regression and moderation regression analysis. The findings of this study indicate that Trust and Commitment have an influence on Customer Loyalty. In addition, Satisfaction is proven to strengthen the influence of Trust on Loyalty, but has no moderating effect on the relationship between Commitment and Loyalty.

Keywords

Trust ; Commitment ; Satisfaction ; Customer Loyalty ; Moderated Regression

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Nuraeni, S., Yulia, I. A., & Putra, M. G. (2025). Pengaruh Kepercayaan dan Komitmen terhadap Loyalitas Pelanggan dengan Kepuasan sebagai Variabel Moderasi (Studi Kasus pada PT. Mitra Jofer Indonesia). Jurnal EMT KITA, 9(4), 2363-1375. https://doi.org/10.35870/emt.v9i4.4643
Article Information

This article has been peer-reviewed and published in the Jurnal EMT KITA. The content is available under the terms of the Creative Commons Attribution 4.0 International License.

  • Issue: Vol. 9 No. 4 (2025)

  • Section: Articles

  • Published: %750 %e, %2025

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Author Biographies
Siti Nuraeni
Google Scholar ResearchGate ORCID

Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Nusa Bangsa, Kota Bogor, Provinsi Jawa Barat, Indonesia.

Iis Anisa Yulia
Google Scholar ResearchGate ORCID

Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Nusa Bangsa, Kota Bogor, Provinsi Jawa Barat, Indonesia.

Mulyana Gustira Putra
Google Scholar ResearchGate ORCID

Program Studi Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Nusa Bangsa, Kota Bogor, Provinsi Jawa Barat, Indonesia.

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