The Influence of Brand Trust, Brand Reputation, and Brand Relationship Quality on Distributor Loyalty with Distributor Satisfaction of Panen Mas as a Mediating Variable
DOI:
https://doi.org/10.38035/dijemss.v6i6.5007Keywords:
Brand Trust, Brand Reputation, Brand Relationship Quality, Satisfaction Distributors, Loyalty DistributorAbstract
The gold mining industry in Indonesia has undergone significant changes, particularly with the continuous rise in gold prices, which impacts the distribution of mining products such as water pumps and sand pumps. PT Panen Raya Mustika (Panen Mas) faces challenges in maintaining distributor loyalty amid intense competition. This study aims to analyze the effect of brand trust, brand reputation, and brand relationship quality on distributor loyalty, with distributor satisfaction of Panen Mas as a mediating variable. This is a quantitative study, and data collection was carried out using a questionnaire distributed online via Google Forms to 36 distributors of PT Panen Raya Mustika across various distribution areas. The results show that brand trust, brand reputation, and brand relationship quality significantly affect distributor satisfaction of Panen Mas, which serves as a mediator in enhancing distributor loyalty for Panen Mas.
References
Ahmadi, A. (2021). Increasing customer loyalty through customer relationship management and trust (Survey at Bank Syariah Mandiri Sarolangun Branch Office). Journal of Educational Management and Social Sciences, 2(1), 47–60. https://doi.org/10.38035/jmpis.v2i1
Akin, M. S., & Dogan, O. (2021). The effect of brand-relationship quality on positive word-of-mouth intention. In Proceedings of the International Conference on Industrial Engineering and Operations Management (pp. 43–52).
Allysa Sabrina, F., & Setiawan, A. (2025). The influence of credibility, competence, and brand reputation on brand loyalty with customer satisfaction as a mediating variable on environmentally friendly skincare products. Economics & Education Journal, 7(1), 165–175. http://ejurnal.uibu.ac.id/index.php/ecoducation
Andika, S., & Purnamasari, P. (2024). The effect of product variation, promotion and price on customer loyalty (Case study on Kentucky Fried Chicken customers in Bekasi Regency). MEA Scientific Journal (Management, Economics, and Accounting), 8(2), 1539–1552.
Arifianti, E. R., Junianto, M. R., & Paksi, A. T. D. (2023). Measuring quality of service and facilities towards customer satisfaction. G-Tech: Journal of Applied Technology, 7(2), 646–653. https://doi.org/10.33379/gtech.v7i2.2382
Arikunto, S. (2021). Research procedures: A practical approach. Rineka Cipta.
Artur Gideon. (2025, April 28). Antam gold prices drop, check the complete list today, April 28, 2025. Liputan6.com. https://www.liputan6.com/bisnis/read/6007110/harga-emas-antam-turun-cek-daftar-lengkap-hari-ini-28-april-2025?page=2
Atthahirah, A., & Mulyasari, P. A. (2024). Consumer satisfaction and brand reputation towards brand loyalty Daviena Skincare. Journal of Social Sciences and Education, 5(4), 707–714. https://doi.org/10.36418/syntax-imperatif.v5i4.466
Badrinarayanan, V., & Ramachandran, I. (2024). Relational exchanges in the sales domain: A review and research agenda through the lens of commitment-trust theory of relationship marketing. Journal of Business Research, 177, Article 114644. https://doi.org/10.1016/j.jbusres.2024.114644
Barakat Ali, M. A. (2022). Brand reputation on customer loyalty and customer word of mouth: The mediating role of customer satisfaction and customer trust. International Business Research, 15(7), 30–49. https://doi.org/10.5539/ibr.v15n7p30
Bernarto, I., Berlianto, M. P., Meilani, Y. F. C. P., Masman, R. R., & Suryawan, I. N. (2020). The influence of brand awareness, brand image, and brand trust on brand loyalty. Jurnal Manajemen, 24(3), 412-426.
Calvin Feliks Cantona, & Meilisa Alvita. (2024). The influence of brand image and brand trust on customer loyalty at Shopee with customer satisfaction as an intervening variable. GEMILANG: Journal of Management and Accounting, 4(3), 73–86. https://doi.org/10.56910/gemilang.v4i3.1535
Chalil, R. D. (2020). Islamic branding & rebranding: The role of brand strategy in creating global industrial and business competitiveness. RajaGrafindo Persada.
Chen, S. L., Tsao, H. H., & Lee, Y. H. (2021). The influence of relationship quality between manufacturer and retailer on future collaboration—a case study of customer electronic product channel in Taiwan. Processes, 9(6), Article 1045. https://doi.org/10.3390/pr9061045
Fachmi, M., Modding, B., Kamase, J., & Damis, H. (2020). The mediating role of satisfaction: Life insurance customers' perspective (Service quality, trust and image toward loyalty). International Journal of Multicultural and Multireligious Understanding, 7(6), 156–170. https://doi.org/10.18415/ijmmu.v7i6.1745
Fandy Tjiptono, & Diana, A. (2022). Strategic management and customer satisfaction (1st ed.). ANDI Yogyakarta.
Farkhan, S. A. (2024). The influence of product differentiation, brand reputation, and service quality on consumer loyalty (Case study in Muslim fashion at Zoya Solo Branch). Journal of Islamic and General Economics, 3(1), 212–221. https://journal.itbaas.ac.id/jieig
Febriani, E., Rahmizal, M., & Aswan, K. (2022). The influence of brand image and brand trust on customer loyalty with customer satisfaction as a mediating variable. Ranah Research, 4(4), 333–343. https://doi.org/10.38035/rrj.v4i4
Firdaus Ahmad, & Yuliana, L. (2024). The influence of brand reputation and brand awareness on purchasing decisions of NU Berkah drinking water products. Mutiara: Journal of Research and Scientific Work, 2(6), 84–98. https://doi.org/10.59059/mutiara.v2i6.1786
Fitriasari, D., & AMA. (2025). Literature review: The influence of electronic word of mouth on consumer purchase interest on social media: Product reviews, brand reputation, impact on sales. PENG: Journal of Economics and Management, 2(1b), 1137–1143. https://doi.org/10.62710/b1drrw04
Ghozali, I. (2021). Multivariate analysis application with IBM SPSS 26 program. Diponegoro University Publishing Agency.
Ghozali, I., & Karlina, A. K. D. (2023). Partial least squares: Concept, technique, and application using SmartPLS 4.0 program for empirical research (1st ed.). Yoga Pratama.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd ed.). SAGE Publications.
Hair, J. F., Jr., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis (8th ed.). Cengage Learning, EMEA. https://dosen.upi-yai.ac.id/v5/document/materi/040105/34_20230520183156_Multivariate%20Data%20Analysis,%208th%20edition%20(1).pdf
Hidayat, S., Sutisna, S., & Umalihayati, U. (2024). The role of brand reputation and hedonic motive on buying decision and its implications on customer satisfaction of Suzuki motorcycle products in Serang City. Ekonomis: Journal of Economics and Business, 8(2), 1671–1679. https://doi.org/10.33087/ekonomis.v8i2.1546
Hidayat, S., Sutisna, S., & Umalihayati, U. (2024). The role of brand reputation and hedonic motive on buying decision and its implications on customer satisfaction of Suzuki motorcycle products in Serang City. Ekonomis: Journal of Economics and Business, 8(2), 1671–1679. https://doi.org/10.33087/ekonomis.v8i2.1546
Irnawati. (2023). The influence of lifestyle and brand trust on consumer satisfaction and its impact on customer loyalty of Buttonscarves products in Kuningan Regency. Journal on Education, 6(1), 10222–10234.
Irnawati. (2023). The influence of lifestyle and brand trust on consumer satisfaction and its impact on customer loyalty of Buttonscraves products in Kuningan Regency. Journal on Education, 6(1), 10222–10234.
Ismael, Z. N. (2022). The causes and effects of quality of brand relationship and customer engagement. Journal of Humanities and Educational Development, 4(5), 73–84. https://doi.org/10.22161/jhed.4.5.11
Ismael, Z. N. (2022). The causes and effects of quality of brand relationship and customer engagement. Journal of Humanities and Educational Development, 4(5), 73–84. https://doi.org/10.22161/jhed.4.5.11
Joseph F. Hair Jr., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis (8th ed.). Cengage Learning.
Khowjoy, K., Petmee, P., Phakamach, V., Sriplang, N., Kaewsrem, S., & Chayomchai, A. (2023). Factors influencing brand loyalty: The mediating effect of brand satisfaction and trust. Polish Journal of Management Studies, 27(2), 136–154. https://doi.org/10.17512/pjms.2023.27.2.09
Kurnia, E. (2024, December 16). Will the 2024 gold price surge continue in 2025? Kompas.com. https://www.kompas.id/artikel/keemasan-emas-di-2024-akankah-berlanjut-di-2025
Kusuma, R., & Tambunan, D. B. (2024). The analysis of customer satisfaction assessments to determine E-Siap product development strategies. International Conference on Entrepreneurship (ICOEN), 622–635. https://doi.org/10.18502/kss.v5i5.8847
Liana, Y., Putri, I., Djafri, T., & Priyo, D. (2024). The influence of product quality on consumer loyalty through consumer satisfaction at Shopee company. Scientific Journal of Business Economics, 12(1), 77–85.
Mahendra Putra, D., & Gai Sin, L. (2020). The influence of brand equity and brand trust on e-commerce consumer's loyalty (Zalora consumer research). International Journal of Tourism and Hospitality in Asia Pacific (IJTHAP), 3(3), 90–95. www.tekno.liputan6.com
Manihuruk, B. K. (2023). Analysis of product quality and promotion on customer loyalty with satisfaction as an intervening variable at PT Shopee Indonesia. Journal of Business and Management, 1(1), 11–23. https://ejournal.uhn.ac.id/index.php/business_management
Martin, & Fate. (2021). The effort to increase loyalty through brand image, brand trust, and satisfaction as intervening variables. Society, 9(1), 277–288. https://doi.org/10.33019/society.v9i1.303
Massie, C., Tawas, H. N., Poluan, J. G., & Management Faculty of Economics and Business. (2023). The influence of partner relationship marketing and price perception on distributor satisfaction and loyalty at PT. General Aromatics (Branch Sulut). Journal of Management and Business, 11(4), 1082–1095.
Mei, A., Rahayu, N. K., & Ritonga, R. (2021). The influence of brand reputation and brand experience on trust in a brand and its influence on customer loyalty. ISKI News, 4(1), 44–50. https://doi.org/10.25008/wartaiski.v4i1.81
Meitha Wulur, L., Militina, T., & Achmad, G. N. (2020). Effect of service quality and brand trust on customer satisfaction and customer loyalty Pertamina Hospital Balikpapan. Business and Accounting Research (IJEBAR), 4(1), 72–83. https://doi.org/10.29040/ijebar.v4i01.908
Mutiara, D., Sari, P., & Mirnayanti, S. (2024). The influence of brand trust on consumer loyalty to Hanasui lipstick among female students of STIA Tabalong. Journal of Public Administration & Business Administration, 7(2), 1211–1222. https://doi.org/10.35722/japb.v7i2.1074
Muzaki, H. (2023). Loyalty as a result of customer satisfaction (Study on "Nanung Broiler" in Majenang District). Journal of Islamic Economics and Business, 2(2). https://doi.org/10.57210/j-ebi.v2i02.279
Najeela Pakutandang, F., & Indrawati. (2022). The influence of Shopee brand leadership on customer loyalty with customer satisfaction as intervening variable. Journal MEA, 6(3), 130–150. https://doi.org/10.31955/mea.v6i3.2304
Nasyirudin, M., Andari, B., Trioko, S., & Wijaya, H. A. (2024). The effect of price and product quality on cassava chips distributor loyalty. Journal of Education and Entrepreneurship, 12(1), 289–298. https://doi.org/10.47668/pkwu.v12i1.1110
Nur Rafika Putri, A., & Sri Rahayu, Y. (2023). Customer retention as an intervening variable in the influence of relationship quality on customer loyalty of Islamic bank savings. Journal of Management Science, 11(1), 241–251. https://doi.org/10.26740/jim.v11n1.p241-251
Nur, A., Cahyani, D., Ningrum, N. K., Management, P., & Economy, F. (2024). The influence of customer engagement on brand loyalty with brand attachment and customer trust as intervening variables. Journal of Applied Management and Finance (Mankeu), 13(4), 1092–1107. https://doi.org/10.22437/jmk.v13i04.33270
Permatasari, A. S., Listyorini, S., & Prihatini, A. E. (2022). The influence of brand reputation and perception of service quality on brand loyalty (A study of visitors to MG Setos Hotel Semarang). Journal of Business Administration, 11(2), 301–309. https://doi.org/10.14710/jiab.2022.34724
Purba, M., Nasution, A. P., & Harahap, A. (2023). The effect of service quality, product quality and company reputation on consumer satisfaction with trust as a moderating variable. Remik, 7(2), 1091–1107. https://doi.org/10.33395/remik.v7i2.12268
Riyanto Fauzi, A., & Nasir, M. (2023). The influence of brand experience and brand image on brand loyalty with brand trust as an intervening variable. Scientific Journal of Poly Business, 15(1), 65–84.
Riyanto, S., & Setyorini, W. (2024). Quantitative research methods with SmartPLS 4.0 approach. Deepublish.
Rizkiawan, A., Citaningtyas, D., Kadi, A., & Setiawan, H. (2024). The influence of brand reputation, product quality, and price on repurchase intention of Respiro Ridingware Madiun products.
Robertson, J., Botha, E., Ferreira, G., & Pitt, L. (2022). How deep is your love? The brand love-loyalty matrix in consumer behavior. Journal of Business Research, 149, 651–662. https://www.sciencedirect.com/science/article/pii/S014829632200491X
Santoso, R. P., Irawati, W., & Laili, C. N. (2024). Literature review: Implementation of relationship marketing strategy in improving marketing management performance. BIMA: Journal of Business and Innovation Management, 6(3), 409–416. https://doi.org/10.33752/bima.v6i3.6739
Sari, M., Chairy, C., & Peranginangin, J. (2023). The influence of brand reputation on trust, satisfaction and online brand relationship on consumers who purchase Epson L Series Inkjet Printers. Journal Cakrawala, 6(4), 1465–1477. https://doi.org/10.52851/cakrawala.v6i05.408
Satria Adi, T., Fitriyah, Z., National Development, U., & Timur, J. (2024). The influence of brand reputation and brand trust on the purchase intention McDonald’s in Surabaya. Management Studies and Entrepreneurship Journal, 5(2), 1849–1856. https://doi.org/10.37385/msej.v5i2.5923
Setiawati, S. (2024, July 18). Dazzling: Here is a list of Antam gold price records 2019–2024. CNBC Indonesia. https://www.cnbcindonesia.com/research/20240718124548-128-555693/bikin-silau-ini-daftar-rekor-harga-emas-antam-2019-2024
Sianipar, G. J. M., Mei, S., Hutagaol, S., & Simanjuntak, A. N. (2023). The influence of relationship marketing on satisfaction and loyalty of tourists who have stayed at Samosir Regency Hotels. Journal of Management and Business, 23(2), 373–390. http://ejournal.ust.ac.id/index.php/JIMB_ekonomi
Sila, E. C., Ruslim, T. S., Utama, L., & Wijaya, H. (2024). Relationship quality as a mediating variable (Case of Det*** Antiseptic Products in Jakarta). Jurnal Bisnis dan Manajemen, 12(2). https://doi.org/10.52859/jbm.v12i2.565
Song, S., & Kim, H. Y. (2022). Is social media marketing worth it for luxury brands? The dual impact of brand page satisfaction and brand love on word-of-mouth and attitudinal loyalty intentions. Journal of Product and Brand Management, 31(7), 1033–1046. https://doi.org/10.1108/JPBM-06-2020-2936
Sugiyono. (2022). Metode penelitian manajemen (Edisi Revisi 2). Alfabeta.
Wardhana, A., Darmadi, A. K., & Sunara, T. A. (2023). The influence of BRQ and brand love on repurchase intention and WOM in local food. Jurnal Ilmiah Manajemen dan Bisnis Inovatif, 10(1), 561–568. https://doi.org/10.35794/jmbi.v10i1.47677
Widyadhari, A. T., & Tambunan, D. B. (2024). The influence of company values on customer satisfaction with perceived service quality as a moderating variable. Review of Management and Entrepreneurship, 8(2). https://doi.org/10.37715/rme.v8i02.4942
Wiza Nurrochman, T. (2024). The influence of brand relationship and customer satisfaction on brand loyalty of Xiaomi customers. E-Proceeding of Management, 11(3), 2497–2505.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Mustika Eka Kusuma Wardhani, Damelina Basauli Tambunan
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Dinasti International Journal of Education Management and Social Science (DIJEMSS) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Education Management and Social Science (DIJEMSS).
