Interpersonal Trust Impact on Moderate Customer Satisfaction by Product Quality and Brand Image

Aloysia Pranata, Tantri Yanuar Rahmat Syah, Rina Anindita


Consumer satisfaction needs to be considered by company management due to affected by company's turnover. Consumer satisfaction appeased to buy a product because value factors that encourages this desire. This is evident from a several studies has been successful to show a significant influence of interpersonal trust on customer satisfaction which is also influenced by product quality and brand image. Previous Thus, in this study aims to analyze the effect of interpersonal trust on consumer satisfaction which is moderated by product quality and brand image. Here, we use ANOVA univariate analysis and using 120 respondents as in 2018. The result shows a interpersonal trust will increase customer satisfaction with a high interpersonal that a moderated by high product quality will increase by customer satisfaction, high interpersonal trust, and high brand image will increase customer satisfaction.


Interpersonal Trust, Customer Satisfaction, Product Quality, and Brand Image

Full Text:



. Aghekyan Mariné. (2009). The Role of Product Brand Image And Online Store Image On Perceived Risks And Online Purchase Intentions. Https://Doi.Org/UMI 3386176

. Baptiste, M. (2017). Leadership Styles’ Impact On Employee Satisfaction, Customer Satisfaction, And Customer Loyalty, (September). Retrieved From Https://Search-Proquest-Com.Idpproxy.Reading.Ac.Uk/Docview/1978475906?Accountid=13460&Pq-Origsite=Summon

. Beckwith, N. E, Kassarjian, H. H., & Lehmann, D. R. (1978). Halo Effects In Marketing Research: Review And Prognosis. In H. K. Hunt (Ed.), Advances In Consumer Research, Association For Consumer Research Ann Arbor, 465–467.

. Castillo, J. (2018). How Interactions Influence Customer Empowerment And Satisfaction In The Retail Industry. Journal Of Business And Retail Management Research (JBRMR), 12(4), 143–158.

. Chaloner-Larsson, G., Bioconsult, G., Anderson, O. R., Antonio, M., Fonseca, D., Filho, C., & Gomez Herrera, J. F. (1997). Global Programme For Vaccines And Immunization Vaccine Supply and Quality a Who Guide To Good Manufacturing Practice (GMP) Requirements. World Health Organization Geneva, 1–111.

. Chattopadhyay, A., & Basu, K. (1990). Humor In Advertising: The Moderating Role Of Prior Brand Evaluation. Journal Of Marketing Research, 466–476.

. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). The Study Of Customer Satisfaction, Customer Trust And Switching Barriers On Customer Retention In Malaysia Hypermarkets. International Journal Of Business And Management, 7, 141–150.

. Deming, W. E. (1982). Quality, Productivity, And Competitive Position. Cambridge, MA: MIT.

. Dewi, N.N.A.S.T.C., Dan Suasana, I. G. A. K. G. (2014). Pengaruh Kualitas Produk, Citra Merek, Dan Materialisme Terhadap Loyalitas Merek Pengguna Produk Apple Di Kota Denpasar. E-Jurnal Manajemen Universitas Udayana, 3.

. Diza, F., Moniharapon, S., & Ogi, I. W. J. (2016). Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Kepercayaan Terhadap Kepuasan Konsumen (Studi Pada PT Fifgroup Cabang Manado). EMBA, 4, 109–119.

. Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of Price, Brand, And Store Information On Buyers’ Product Evaluations. Journal of Marketing Research, 28(3), 307. Https://Doi.Org/10.2307/3172866

. Feigenbaum, A. V. (1991). Total Quality Control. New York: NY: Mcgraw-Hill.

. Huber, F., Herrmann, A. And Henneberg, S. . (2007). Measuring Customer Value And Satisfaction In Services Transactions, Scale Development, Validation And Cross-Cultural Comparison. International Journal Of Consumer Studies, 31, 554–564.

. Hui, S. L., & Yee, R. W. Y. (2015). Relationship Among Interpersonal Relationship, Customer Satisfaction And Brand Loyalty In Fashion Retailing Industry. Research Journal Of Textile And Apparel, 19(1), 65–72. Https://Doi.Org/10.1108/RJTA-19-01-2015-B007

. Jamal, A. & Anastasiadou, K. (2009). Investigating The Effects Of Service Quality Dimensions And Expertise On Loyalty. European Journal Of Marketing, 43, 398–420.

. Khoironi, T. A., Syah, H., & Dongoran, P. (2018). Product Quality, Brand Image And Pricing To Improve Satisfaction Impact On Customer Loyalty. International Review Of Management And Marketing, 8(3), 51–58.

. Kim, E.M., Kim, H.K., Park, S.J., Lee, C.S., Luo, Y., Moon, H.J., Yang, J.S. & Park, B. . (2007). Prevalence And Antimicrobial Resistance Patterns Of Salmonella Spp. Isolated From Different Aged Pig In Korea. Korean Journal Of Veterinary Research, 47, 395–398.

. Kotler, P., Dan Keller, K. L. (2009). Manajemen Pemasaran, Edisi 13, Jilid 1. Jakarta: Erlangga.

. Laely, N. (2016). Analisis Pengaruh Kepercayaan Dan Harga Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pada Pt. Telkomsel Di Kota Kediri. Jurnal Ilmu Ekonomi & Manajemen, 3(2), 61–74.

. Liao, C. & Chuang, S. (2007). Assessing The Impact Of Different Cognitive Styles With Different Learning Modes On Learning Effectiveness. Perceptual And Motor Skills, 105, 184–190.

. Lodhi, Nawaz, R. (2013). Effect oF Brand Image on Brand Loyalty And Role Of Customer Satisfaction In It. World Applied Sciences Journal, 26 (10), 1364–1370.

. Mayer, R.C., Davis, J.H. & Schoorman, F. . (1995). An Integrative Model of organizational Trust. Academy of Management Review, 20, 709–734.

. Norhermaya, Y. A., & Soesanto, H. (2016). Analisis Pengaruh Kepuasan Pelanggan Terhadap Kepercayaan Dan Loyalitas Pelanggan Untuk Meningkatkan Minat Beli Ulang (Studi Pada Online Store Lazada.Co.Id). Diponegoro Journal Of Management, 5, 1–13.

. Setiadi, N. J. (2003). Perilaku Konsumen: Konsep Dan Implikasi Untuk Strategi Dan Penelitian Pemasaran. Jakarta: Prenada Media.

. Tjiptono, F. (2014). Customer Satisfaction. Yogyakarta: Andi.

. Williams, T. (2017). How People Feel When It Comes To Trusting Someone. 感染症誌, 91, 399–404.

. Zaifang, Z., & Xuening, C. (2010). A New Approach For Conceptual Design Of Product And Maintenance. International Journal Of Computer Integrated Manufacturing, 23, 603–618

. Anindita, Rina & Seda, Adventia Emilia. (2018). How Employee Engagement Mediates The Influence of Individual Factors Toward Organizational Commitment. Problems and Perspectives in Management Journal, 16(1).


  • There are currently no refbacks.

Creative Commons License
This work is licensed under a Creative Commons Attribution 3.0 License.

Supported by :

Indexed by :