Influence of Product Changes and Product Quality on Customer Trust at PT. Pertamina (Case Study: Bagan Batu City)
DOI:
https://doi.org/10.26905/jbm.v12i2.16769Keywords:
Customer Trust, Product DifferentiationAbstract
This study aims to analyze the effect of product changes and product quality on customer trust at PT Pertamina Bagan Batu Kota. The background of this study is the phenomenon of fuel product changes carried out by Pertamina as a form of innovation and adjustment to market needs, but often accompanied by issues of fuel mafia practices in the form of adulteration, hoarding, and illegal distribution that can reduce consumer trust. This study adopts a quantitative research approach to examine the effects of product changes and product quality on consumer trust at PT Pertamina, specifically in Bagan Batu City.The data were analyzed using Structural Equation Modeling (SEM) with SmartPLS software, which included the evaluation of both the outer model and the inner model. The outer model assesses the relationships between latent variables and their indicators, while the inner model examines the relationships among latent variables. The results show that both product changes and product quality have a positive and significant effect on customer trust. The product change variable has a t-statistic value of 2.214 (p-value 0.027), while product quality has a t-statistic value of 3.679 (p-value 0.000). Simultaneously, both variables are able to explain 66.4% of the variation in customer trust (R² = 0.664).
Downloads
References
Aghitsni, W. I., & Busyra, N. (2022). Pengaruh Kualitas Produk Terhadap Keputusan Pembelian Kendaraan Bermotor Di Kota Bogor. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 6(3), 38–51. https://doi.org/10.31955/mea.v6i3.2271
Agriyani, S., Simanjuntak, L. F., Anggraini, H., & Surya, A. R. (2025). Analisis Perubahan Statistik Kepercayaan Konsumen Terhadap Pertamina Pasca Kasus Pengoplosan Pertalite Ke Pertamax. Jurnal Review Pendidikan Dan Pengajaran, 8(2), 3658–3662. https://doi.org/10.31004/jrpp.v8i2.44172
Alamsyah, F. (2010). Konsep Siklus Hidup Produk Hubungan antara Produk, Perilaku Konsumen dan Persaingan. Jurnal Manajemen Dan Bisnis (Performa), 7(01), 12–19.
Aulia, T., & Ronny, R. (2024). Analisis Pengaruh Kepercayaan, Keamanan, dan Kualitas yang Dirasakan terhadap Keputusan Pembelian Produk di Aplikasi Shopee. Dialektika : Jurnal Ekonomi Dan Ilmu Sosial, 9(2), 262–273. https://doi.org/10.36636/dialektika.v9i2.3944
Azizah, M. N. (2025). Pengaruh Kualitas Pelayanan, Promosi, dan Variasi Produk Terhadap Keputusan Pembelian yang di Mediasi Melalui Kepercayaan Konsumen (Studi Pada Toko Amanda Brownies Purwokerto). Jurnal Impresi Indonesia, 4(6), 2317–2329. https://doi.org/10.58344/jii.v4i6.6660
Fitrianto, R., & Wahyono, T. E. (2023). Pengaruh Harga Dan Kualitas Produk Terhadap Minat Beli Konsumen E-Commerce Shopee Di Kabupaten Nganjuk. Jurnal Aplikasi Bisnis, 9(2), 80–85. https://doi.org/10.33795/jab.v9i2.1892
Govindaraj, M., & M, P. (2023). Influence of Product Quality on Perceived Value, Trust and Purchase Intention: A Study on Electronic ProductsNo Title. Academy of Marketing Studies Journal, 27(6).
Harahap, M. I., Izzi, A., & Nasution, M. L. I. (2024). Pengaruh Kualitas Produk, Kualitas Layanan Internet Banking, Dan Kepercayaan Terhadap Loyalitas Nasabah Dalam Menabung Pada Bank Sumut Syariah KCP Stabat. Jesya, 7(2), 1984–1997. https://doi.org/10.36778/jesya.v7i2.1740
Hidayat, W., & Sulistyani, L. (2021). Effek Kualitas Produk, KualitasPelayanan Terhadap Kepercayaan Dan Kepuasan Pelanggan Sebagai Variable Intervening Pada Perusahaan Jasa Konstruksi CV Muna Sariy Jaya Effect of Product Quality, Service Quality on Customer Trust and Satisfaction as Interveni. Jurnal Manajemen, Bisnis Dan Pendidikan, 9(1), 7–18. https://e-journal.stie-aub.ac.id/index.php/excellent
Hurum, H. A. A., Edita Rachma Kamila, Nurul Kholifah, Nur Afiqfah, & Muhammad Burhan Rokbani. (2025). E-Commerce dan Transaction Security: Menjaga Customer Trust Pada Pelaku Konsumen Spaylater Generasi Z di Sidoarjo. Jurnal Ilmiah Ekonomi Dan Manajemen, 3(2), 154–161. https://doi.org/10.61722/jiem.v3i2.3807
Irdha Yusra, & Widia Wati Rizki. (2021). Pengaruh Kualitas Produk, Kualitas Pelayanan dan Promosi terhadap Kepercayaan Pelanggan (Konsumen) di Erha Skin Padang. Indonesian Journal of Applied Accounting and Finance, 1(1), 85–113. https://doi.org/10.31961/ijaaf.v1i1.1166
Nurbaiti, N., Sari, D. K., & Nasution, J. (2023). Pengaruh Harga, Kualitas Produk, Lokasi Dan Minat Masyarakat Muslim Terhadap Permintaan Produk Yafa’s Beauty & Health Care : Studi Kasus Klinik Kecantikan Yafa’s Kota Medan. Jurnal Manajemen Akuntansi (JUMSI), 3(2), 416–429. https://doi.org/10.36987/jumsi.v3i2.4051
Rahmani, N. A. B., & Hanum, F. (2022). Analisis pengaruh kualitas produk, citra merek dan harga terhadap keputusan pembelian kosmetik Emina pada kalangan mahasiswi Universitas Islam Negeri Sumatera Utara. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi), 9(3), 986–998.
Ristanti, A., & Iriani, S. S. (2020). Pengaruh Kualitas Produk dan Citra Merek terhadap Keputusan Pembelian Konsumen Nature Republic di Surabaya. Jurnal Ilmu Manajemen, 8(3), 1026. https://doi.org/10.26740/jim.v8n3.p1026-1037
Sindiah, & Rustam, T. A. (2023). Pengaruh Keamanan dan Kepercayaan Konsumen Terhadap Keputusan Pembelian E-Commerce Pada Facebook. ECo-Buss, 6(1), 42–52. https://doi.org/10.32877/eb.v6i1.624
Sugianto, Shobri, H., & Harahap, M. I. (2023). Pengaruh Labelisasi Halal, Kualitas Produk dan Brand Awareness Terhadap Pembelian Produk Makanan Impor Kemasan. Jurnal Ekonomi Dan Bisnis Islam, 7(2), 161–168. https://doi.org/10.30868/ad.v7i02.5207
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.
Suminar, R. (2020). Formulasi Strategi Dari Evaluasi Siklus Hidup Produk, Strategi Kekuatan Kompetisi Dan Anticipating Competitor’S Action Studi Kasus Convenience Store. Jurnal Ilmiah Akuntansi Dan Manajemen, 16(1), 1–14. https://doi.org/10.31599/jiam.v16i1.109
Tiarazahra, K. L., & Ambarwati, R. (2024). Predicting Customer Churn and Assessing Sales Performance in Fuel Sales Using Decision Tree Algorithm and K-Means Clustering. Jurnal SISFOKOM (Sistem Informasi Dan Komputer), 13(01), 137–144.
Yarsasi, S., Tahyudin, I., & Hariguna, T. (2025). Analisis Validitas dan Reliabilitas Kuesioner dengan Metode Partial Least Squares Structural Equation Modeling pada Aplikasi SMARTPLS. Jurnal Pendidikan Dan Teknologi Indonesia, 5(7), 1905–1913. https://doi.org/10.52436/1.jpti.885
Yuniarti, N., & Pantro Sukma, R. (2024). Pengaruh Persepsi Harga, Kualitas Produk Terhadap Kepuasan Pelanggan Melalui Customer Trust. EKOMA : Jurnal Ekonomi, 3(5), 2346–2356.
Zainarti, Z., & Saranan, R. (2023). Analisis Kualitas Pelayanan dan Kualitas Produk Toko Ud. Ulfa Husna Jaya Terhadap Kepuasan Pelanggan Pada Transaksi Jual Beli Peralatan Bangunan Di Desa Dah Aceh. Jurnal Sosial Ekonomi Dan Humaniora, 9(2), 161–169. https://doi.org/10.29303/jseh.v9i2.346
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
(1) Copyright of the published articles will be transferred to the journal as the publisher of the manuscripts. Therefore, the author confirms that the copyright has been managed by the journal.
(2) Publisher of Jurnal Bisnis dan Manajemen is University of Merdeka Malang.
(3) The copyright follows Creative Commons Attribution–ShareAlike License (CC BY SA): This license allows to Share — copy and redistribute the material in any medium or format, Adapt — remix, transform, and build upon the material, for any purpose, even commercially.
