Pengaruh Digital Marketing dan Customer Engagement terhadap Loyalitas Pelanggan dengan Brand Trust sebagai Variabel Mediasi
DOI:
https://doi.org/10.58812/jbmws.v4i03.2613Kata Kunci:
Pemasaran Digital, Keterlibatan Pelanggan, Kepercayaan Merek, Loyalitas PelangganAbstrak
Penelitian ini mengkaji pengaruh pemasaran digital dan keterlibatan pelanggan terhadap loyalitas pelanggan dengan kepercayaan merek sebagai variabel mediasi pada perusahaan ritel di Indonesia. Menggunakan pendekatan kuantitatif, data dikumpulkan dari 270 responden melalui kuesioner terstruktur yang menggunakan skala Likert 5 poin. Data dianalisis menggunakan Structural Equation Modeling–Partial Least Squares (SEM-PLS) 3.0. Hasil penelitian menunjukkan bahwa pemasaran digital memiliki pengaruh positif yang kuat dan signifikan terhadap kepercayaan merek, sementara keterlibatan pelanggan juga berpengaruh positif terhadap kepercayaan merek namun dengan efek yang lebih kecil. Selain itu, kepercayaan merek memiliki pengaruh yang kuat dan signifikan terhadap loyalitas pelanggan, mengonfirmasi perannya yang krusial sebagai variabel mediasi antara strategi pemasaran dan hasil loyalitas jangka panjang. Temuan ini menyoroti pentingnya membangun kepercayaan konsumen melalui pemasaran digital yang efektif dan keterlibatan yang bermakna untuk mempertahankan loyalitas di sektor ritel yang sangat kompetitif. Studi ini memberikan kontribusi baik secara teoritis, dengan memperkuat peran mediasi kepercayaan dalam model perilaku konsumen, maupun secara praktis, dengan memberikan wawasan bagi manajer untuk mengoptimalkan strategi digital dan inisiatif keterlibatan guna memupuk loyalitas yang berkelanjutan.
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