The Effect of Excellence Service and Promotion on Customer Satisfaction in Customer Trust Mediated by Customer Trust Empirical Study at Erafone Bosih Raya Retail Store

Authors

  • Henry Fransisko Paniroi Fakultas Ekonomi & Bisnis Universitas Pelita Bangsa
  • Erika Hardiyanti Kusuma Dewi Fakultas Ekonomi & Bisnis Universitas Pelita Bangsa
  • Gladecia Naomi Angelica Fakultas Ekonomi & Bisnis Universitas Pellita Bangsa
  • Wahyu Umbar Pratama Fakultas Ekonomi & Bisnis Universitas Pelita Bangsa
  • Siti Ismayanti Fakultas Ekonomi & Bisnis Universitas Pelita Bangsa

DOI:

https://doi.org/10.53990/smart.v5i2.466

Keywords:

excellent service, customer satisfaction, customer loyaltiy, promotion

Abstract

This study aims to examine the impact of service excellence and promotion on
customer satisfaction with customer trust as a mediator at Erafone Bosih Raya
Retail Store. In the rapidly growing digital era, retail stores face intense
competition and the need to continuously innovate in service and promotion to
meet customer expectations. This research uses a quantitative approach with a
survey method, where data is collected from 384 respondents who are customers
of Erafone Bosih Raya. The results show that service excellence, promotion, and
customer trust significantly influence customer satisfaction. Both service
excellence and promotion are proven to enhance customer satisfaction both
directly and through customer trust as a mediating variable. This study provides
implications for retail companies to continue optimizing service quality and
promotions to strengthen customer trust and loyalty, ultimately increasing their
satisfaction.

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Published

2025-03-31

How to Cite

Paniroi, H. F., Kusuma Dewi, E. H., Angelica, G. N., Pratama, W. U., & Ismayanti, S. . (2025). The Effect of Excellence Service and Promotion on Customer Satisfaction in Customer Trust Mediated by Customer Trust Empirical Study at Erafone Bosih Raya Retail Store. SMART : Management Journal, 5(2), 81–90. https://doi.org/10.53990/smart.v5i2.466

Issue

Vol. 5 No. 2 (2025): Vol. 5 No. 2 March 2025

Section

Articles