Brand Trust and Service Quality's Impact on Customer Satisfaction and Repurchase
Author: Yupono Bagyo, Siwi Dyah Ratnasari*, Fina Yulianti
STIE Malangkucecwara, Malang, Indonesia.
Published Date: 2025-01-29
Keywords: Repurchase Decision, Customer Satisfaction, Brand Trust, Service Quality.
Abstract:
Decisions on recurring purchases are influenced by customer satisfaction. Companies must therefore prioritize brand image and service quality as key tactics to enhance consumer choices and retain devoted clients.
The purpose of this research is to: 1) ascertain how customer satisfaction is impacted by brand trust. 2) Being aware of how customer satisfaction is impacted by service quality. 3) being aware of how brand trust affects decisions to repurchase. 4) Being aware of how service quality influences decisions to repurchase. 5) being aware of how customer satisfaction influences decisions to repurchase. Explanatory research using a quantitative methodology is the methodology employed.
The location of the study was conducted on Fareza Tour and Travel. The study population was all Fareza Tour and Travel customers who had made repeat purchases, totaling 277 customers. The Slovin method was used to establish the study's sample size, which resulted in 104 customers. The stratified proportional random sampling method was used to choose the sample strategy. The proportionate approach of client numbers from 2017 to 2023 was applied in this selecting process. Primary data served as the research data source. Customers of Fareza Tour & Travel were the respondents to the questionnaires that were distributed as part of the data collection technique.
The findings demonstrated that: 1) Customer satisfaction is significantly improved by brand trust. 2) Customer satisfaction is significantly positively impacted by service quality. 3. Repurchase decisions are significantly impacted favorably by brand trust. 4) Repurchase decisions are significantly influenced favorably by service quality. 5) Repurchase decisions are significantly influenced favorably by customer satisfaction. According to this study, a decisive element in customer happiness is the price that is commensurate with the value that is obtained.
