PENGARUH CUSTOMER KNOWLEDGE MANAGEMENT, KEPUASAN PELANGGAN DAN PERCEIVED VALUE TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH KEPERCAYAAN PELANGGAN

Mia Husnul  Khotimah; Adma Sari  Sitepu

doi:10.34127/jrlab.v14i2.1716

Authors

Mia Husnul Khotimah Universitas Esa Unggul
Adma Sari Sitepu Universitas Esa Unggul

DOI:

https://doi.org/10.34127/jrlab.v14i2.1716

Keywords:

Customer Knowledge Management, Perceived Value, Customer Trust, Customer Satisfaction, Customer Loyalty

Abstract

This study aims to analyze the influence of customer knowledge management, perceived value, and customer satisfaction on customer loyalty, with customer trust as a mediating variable. Using a quantitative approach with Partial Least Squares Structural Equation Modeling (PLS-SEM) through SmartPLS software, data was collected from an online survey. The results indicate that customer trust has a positive effect on customer loyalty, reinforcing the importance of building trust in customer relationships. Customer knowledge management significantly influences customer trust and customer loyalty. Customer satisfaction was also found to have a positive influence on customer trust and loyalty, both directly and through the mediation of trust. Additionally, perceived value positively influences customer trust and customer loyalty through trust. These findings suggest that companies should focus on customer knowledge management, enhancing customer satisfaction, and creating perceived value to strengthen customer loyalty.

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