Suryani, Febri (2026) Pengaruh Corporate Image terhdap Customer Loyalty Pertamina dengan Customer Satisfaction sebagai Variabel Mediasi pada Produk Bensin RON 92 (Pertamax) di Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This study was motivated by the increasing demand for fuel, in line with the growth in the number of motor vehicles and the emergence of reputational issues affecting Pertamina’s image. This study aims to analyze the influence of corporate image on customer loyalty, the influence of corporate image on customer satisfaction, the influence of corporate image on customer loyalty, and the role of customer satisfaction as a mediating variable among users of RON 92 gasoline (Pertamax) in Surabaya. This study employs a quantitative approach with a sample of 100 respondents selected through purposive sampling—specifically, consumers who are at least 17 years old, reside in Surabaya, have been using Pertamax for at least 3 months, and are motorcycle riders. Data analysis was conducted using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS). The results show that corporate image and customer satisfaction have a positive and significant effect on customer loyalty. Corporate image also has a positive effect on customer satisfaction. Furthermore, customer satisfaction was found to partially mediate the relationship between corporate image and customer loyalty. These findings indicate that improving corporate image and customer satisfaction can strengthen customer loyalty toward Pertamax in Surabaya. Keywords: Corporate Image; Customer Loyalty; Customer Satisfaction
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HC Economics | ||||||||
| Divisions: | Faculty of Economic and Business > Departement of Management | ||||||||
| Depositing User: | Febri Febri Suryani | ||||||||
| Date Deposited: | 07 Jul 2026 03:49 | ||||||||
| Last Modified: | 07 Jul 2026 04:05 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/54690 |
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