Pengaruh Corporate Social Responsibility (Csr) Terhadap Corporate Image Dan Dampaknya Pada Loyalitas Pelanggan Pt. Pegadaian (Persero) Di Pulau Lombok (Kasus Pada Penerima Program Kemitraan)
Abstract:This research is an associative study with a quantitative approach.With 89 sample of customers of PT. Pegadaian (Limited) which is obtained by cluster sampling technique, consisting of customers which has received a Partnership Program of CSR assistance in Lombok Island in last 3 (three) years (2014-2016). This study used a causal correlation, which have independent variables (influencing variables) and dependent variables (variables that are affected). This research aims to determine the causal correlation be… Show more
“…Trust from consumers is very influential on the ongoing or development of a business. Consumer confidence in a brand or company is very necessary for business (Rizanata, 2014;Prihatina et al, 2018). Mowen (2002) defines consumer confidence as the knowledge that consumers have and the conclusions consumers make about the products or services they consume.…”
This study wants to examine buying intention factors that are influenced by trust variables and customer engagement. The study aims to find out the influence of trust on the intention of reusing the mode of transportation of the Lembar-Padangbai crossing. As well as seeing the indirect influence of trust on the intention of reusing through customer engagement on the mode of transportation crossing Lembar-Padangbai. This research was conducted on the Lembar-Padangbai crossing mode in 2021 with a population of 223,264,600 passengers. The sample number of 100 people using the formula Slovin and purposive sampling techniques. Data collection methods use questionnaires and data analysis tools using SEM analysis with the Help of the SMART-PLS Program. The results showed that trusts have a significant direct effect on reusing intentions, and customer engagement can affect the influence of trust on the intention of reusing. The contribution of the trust's direct influence on the intention of reusing is 70.5%, while the contribution of trust influence through customer engagement to the intention of reusing is 34.9%. Advice to the company to maintain the level of trust and customer engagement to increase customer intentions to reuse ferry services mode Lembar-Padangbai.
“…Trust from consumers is very influential on the ongoing or development of a business. Consumer confidence in a brand or company is very necessary for business (Rizanata, 2014;Prihatina et al, 2018). Mowen (2002) defines consumer confidence as the knowledge that consumers have and the conclusions consumers make about the products or services they consume.…”
This study wants to examine buying intention factors that are influenced by trust variables and customer engagement. The study aims to find out the influence of trust on the intention of reusing the mode of transportation of the Lembar-Padangbai crossing. As well as seeing the indirect influence of trust on the intention of reusing through customer engagement on the mode of transportation crossing Lembar-Padangbai. This research was conducted on the Lembar-Padangbai crossing mode in 2021 with a population of 223,264,600 passengers. The sample number of 100 people using the formula Slovin and purposive sampling techniques. Data collection methods use questionnaires and data analysis tools using SEM analysis with the Help of the SMART-PLS Program. The results showed that trusts have a significant direct effect on reusing intentions, and customer engagement can affect the influence of trust on the intention of reusing. The contribution of the trust's direct influence on the intention of reusing is 70.5%, while the contribution of trust influence through customer engagement to the intention of reusing is 34.9%. Advice to the company to maintain the level of trust and customer engagement to increase customer intentions to reuse ferry services mode Lembar-Padangbai.
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