-, Nurchasanah (2026) Pengaruh Reliability dan Privacy & Security terhadap Customer Loyalty dengan Customer Trust sebagai Variabel Mediasi pada PT Sumber Rezeki Jatra Perkasa Cabang Semarang. Eprints Universitas BPD. (Unpublished)
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Abstract
This study aims to analyze the effect of Reliability and Privacy & Security on Customer Loyalty, with Customer Trust as a mediating variable. A quantitative approach was employed by distributing questionnaires to 41 respondents using a saturated sampling technique. The data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS 4 software. The results indicate that Reliability and Privacy & Security have a positive and significant effect on Customer Trust, but do not have a significant direct effect on Customer Loyalty. Customer Trust has a positive and significant effect on Customer Loyalty and mediates the relationship between Reliability, Privacy & Security, and Customer Loyalty. These findings indicate that enhancing Customer Loyalty is more effectively achieved by strengthening Customer Trust, supported by improved Reliability and the implementation of effective Privacy & Security practices.
| Item Type: | Article |
|---|---|
| Additional Information: | Penelitian ini bertujuan untuk menganalisis pengaruh Reliability dan Privacy & Security terhadap Customer Loyalty dengan Customer Trust sebagai variabel mediasi. Penelitian ini menggunakan pendekatan kuantitatif melalui penyebaran kuesioner kepada 41 responden dengan teknik sampling jenuh. Analisis data dilakukan menggunakan metode Partial Least Squares-Structural Equation Modeling (PLS-SEM) dengan bantuan SmartPLS 4.Hasil penelitian menunjukkan bahwa Reliability dan Privacy & Security berpengaruh positif dan signifikan terhadap Customer Trust, tetapi tidak berpengaruh signifikan secara langsung terhadap Customer Loyalty. Customer Trust berpengaruh positif dan signifikan terhadap Customer Loyalty, serta mampu memediasi pengaruh Reliability dan Privacy & Security terhadap Customer Loyalty. Hasil penelitian menunjukkan bahwa peningkatan Customer Loyalty lebih efektif dilakukan melalui penguatan Customer Trust yang didukung oleh peningkatan Reliability dan penerapan Privacy & Security. |
| Uncontrolled Keywords: | Reliability, Privacy & Security, Customer Trust, Customer Loyalty. |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HE Transportation and Communications H Social Sciences > HF Commerce H Social Sciences > HG Finance |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S1 |
| Date Deposited: | 01 Sep 2026 01:18 |
| Last Modified: | 01 Sep 2026 01:18 |
| URI: | https://eprints.ubpd.ac.id/id/eprint/159 |
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