Turnitin Report - The Effect of Product Quality and Corporate Image on Customer Loyalty through Customer Trust in PT. Insani Baraperkasa

Abstract

The increase in coal prices triggers every company to increase production. The better the quality of the coal product, the higher the selling price will be. Coal mining companies are competing to increase coal production with the best product quality withthe target of taking advantage of the momentum of rising coal selling prices to get optimal profit. The phenomenon of increasing production demands PT. Insani Baraperkasa as a coal producer is to maintain the quality of its products to maintain consumer trust, and avoid product rejects due to product quality degradation. Does Product Quality affect Customer Trust; Does Corporate Image affect Customer Trust; Does Customer Trust affect Customer Loyalty; Does Product Quality affect Customer Loyalty; Does Corporate Image affect Customer Loyalty? This study aims to analyze and explain the Effect of Product Quality and Corporate Image on Customer Loyalty through Customer Trust at PT. Insani Baraperkasa.The sample selection technique uses the total sampling approach with a sample of 30 people in 15 companies.Data collection techniques using closed questionnaires. The analysis was carried out using Partial Least Square (PLS) with Smart PLS Application version 3.3.3 and using SPSS Version 22 to test the validity and reliability of respondents. The results showed that, Product Quality had a positive and significant effect on Customer Trust, Corporate Image had a positive and significant effect on Customer Trust, Customer Trust had a positive and insignificant effect on Customer Loyalty, Product Quality had a positive and insignificant effect on Customer Loyalty, Corporate Image had a positive and significant impact on Customer Loyalty.