The Effect of Trust, Commitment, Satisfaction and Engagement on PT Buhler Indonesia Customer Loyalty during Covid 19 Pandemic

The goal of this thesis is to know the effect of strategic marketing related to relationship and after sales service during pandemic period to customer trust, commitment, satisfaction and engagement that will in the end affect to customer loyalty. Method used in this study is explanatory study that test on hypothesis hypothesis made and especially explain on relation between variable. This study employed Partial Least Square Structural Equation Modelling PLS SEM as data analytic tools. This study found that customer trust, customer commitment, and customer satisfaction has positive effect toward customer engagement and customer loyalty. Additionally, this study also found that customer engagement has positive effect toward customer loyalty. The conclusion of this study is company should maintain and improve customer trust, customer commitment, customer satisfaction and customer engagement in order to maintain and improve customer loyalty. Listiani Kartika Sari "The Effect of Trust, Commitment, Satisfaction and Engagement on PT Buhler Indonesia Customer Loyalty during Covid 19 Pandemic" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-6 | Issue-5 , August 2022, URL: https://www.ijtsrd.com/papers/ijtsrd50368.pdf Paper URL: https://www.ijtsrd.com/management/marketing/50368/the-effect-of-trust-commitment-satisfaction-and-engagement-on-pt-buhler-indonesia-customer-loyalty-during-covid-19-pandemic/listiani-kartika-sari