The Effect of Perceived Value and Brand Trust on Repurchase Intention of Pertamina Fuel Products with Customer Satisfaction as a Mediation Variable After a Corruption Case
DOI:
https://doi.org/10.66755/belacoss.v2i2.185Keywords:
Perceived Value, Brand Trust, Customer Satisfaction, Repurchase IntentionAbstract
This study explores the relationship between Perceived Value, Brand Trust, and Repurchase Intention on Pertamax (RON 92) fuel products from Pertamina, with Customer Satisfaction as a mediating variable. This research is motivated by a corruption case involving a provider institution, which has the potential to influence public perception, brand trust, and consumer loyalty towards Pertamina products. This study proposes that high perceived value and trust in the brand can increase repurchase intention, both directly and through customer satisfaction as an intermediary psychological factor. This study presents a theoretical framework that explains the relationship between perceived value, brand trust, customer satisfaction, and repurchase intention in the context of a corporate reputation crisis. The research methodology uses a quantitative approach through a survey of Pertamax users analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with the help of SmartPLS 4 software. This research also offers valuable insights for companies in developing marketing strategies oriented towards customer satisfaction, restoring trust, and strengthening loyalty post-crisis.
Downloads
References
Aurelia, F., Muhammad, D., & Nawawi, T. (2021). Pengaruh Customer Satisfaction, Perceived Value. In Jurnal Manajerial dan Kewirausahaan: Vol. III (Issue 1).
Bila, S., Firdausy, K., Dewi Maharani, D., & Sakti, D. B. (n.d.). Pengaruh Persepsi Qualitas, Brand trust, dan Brand satisfaction Terhadap Repurchase Intention Pada UMKM di Sektor Pemasaran Produk Makanan Article Info ABSTRAK. 2(03), 179–190. https://doi.org/10.58812/smb.v2i03
Chatzoglou, P., Chatzoudes, D., Savvidou, A., Fotiadis, T., & Delias, P. (2022). Factors affecting repurchase intentions in retail shopping: An empirical study. Heliyon, 8(9). https://doi.org/10.1016/j.heliyon.2022.e10619
Choi, M. J., & Kim, Y. R. (2024). Effect of Perceived Value of Bio Cosmetics on Trust and Repurchase Intention. Asian Journal of Beauty and Cosmetology, 22(1), 13–25. https://doi.org/10.20402/ajbc.2022.0036
Cuong, D. T., Khoi, B., & Khoi, B. H. (2019). The Effect of Brand Image and Perceived Value on Satisfaction and Loyalty at Convenience Stores in Vietnam. In Article in Journal of Advanced Research in Dynamical and Control Systems (Vol. 11). https://www.researchgate.net/publication/336949413
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81–93.
CNN Indonesia. (2025, Februari 26). Fakta-fakta dugaan korupsi minyak mentah Pertamina. CNN Indonesia. https://www.cnnindonesia.com/nasional/20250226072821-12-1202491/fakta-fakta-dugaan-korupsi-minyak-mentah-pertamina
CNBC Indonesia. (2025, Februari 28). Kejagung jelaskan fakta hukum pembelian RON 92 di kasus korupsi minyak. CNBC Indonesia. https://www.cnbcindonesia.com/news/20250228140728-4-614472/kejagung-jelaskan-fakta-hukum-pembelian-ron-92-di-kasus-korupsi-minyak
Disyon, H., Amalia, G., & Elthania, I.N. (2023). Tinjauan Hukum Persaingan Usaha Terhadap Dugaan Praktik Monopoli Penjualan Avtur di Indonesia. Jurnal Persaingan Usaha, 3(2), 163–174. https://doi.org/10.55869/kppu.v3i2.111
detikcom. (2024, Mei 31). Ini 5 kota paling macet di Indonesia, nomor satu ternyata bukan Jakarta. https://www.detik.com/edu/detikpedia/d-7777461/ini-5-kota-paling-macet-di-indonesia-nomor-satu-ternyata-bukan-jakarta
Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28(3), 307–319.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7–18.
Fitriani, A., Hasibuan, S., Wijaya, M., & Agustiawan, A. (2024). Kajian literature: Pengaruh etika bisnis terhadap kepercayaan dan kepuasan konsumen. CEMERLANG: Jurnal Manajemen dan Ekonomi Bisnis, 4(2), 1–11.
Girsang, N. M., Rini, E. S., & Gultom, P. (2020). The effect of brand image and product quality on re-purchase intention with customer satisfaction as intervening variables in consumers . (n.d.).
Gültekin, B., & Kiliç, S. İ. (2022). Repurchasing an Environmental Related Crisis Experienced Automobile Brand: An Examination in the Context of Environmental Consciousness, Brand Trust, Brand Affect, and Resistance to Negative Information. Sosyoekonomi, 30(51), 241–260. https://doi.org/10.17233/sosyoekonomi.2022.01.12
Hamid, A. B. A., Saad, N. M., Uzir, M. U. H., & Jerin, I. (2023). The Dual Effect Of Fear Of Pandemic On Consumers (Satisfaction And Repurchase Intention) For Electrical Home Appliances During Covid-19. Journal of Sustainability Science and Management, 18(5), 77–93. https://doi.org/10.46754/jssm.2023.05.006
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11/12), 1762–1800. https://doi.org/10.1108/03090560310495456
JadiBUMN. (2025). Pertamina termasuk BUMN? Bagaimana struktur kepemilikannya? JadiBUMN. Diakses 22 Juni 2025, dari https://jadibumn.id/pertamina-termasuk-bumn/
JadiBUMN. (2024, November 11). Pertamina BUMN atau Bukan? Simak Penjelasannya!. Diakses 18 Juli 2025, dari https://jadibumn.id/pertamina-bumn-atau-bukan-2/
jadibumn.id. (2025, Mei). Contoh bagian pemerintah atas laba BUMN, simak di sini!. Diakses dari https://jadibumn.id/contoh-bagian-pemerintah-atas-laba-bumn/
Jamnong, A., Tong, X., & Shinasharkey, T. (n.d.). Factors Influencing Customer Satisfaction and Repurchase Intentions on E-commerce Platforms: A Case Study of Generation Y Consumers in Bangkok, Thailand. http://Creativecommons.
Kennedy, N. F., Wijayanto, G., & Nursanti, A. (2024). The Influence Of Brand Love And Brand Trust On Repurchase Intention Through Consumer Satisfaction Of Indomie Products In Pekanbaru City. 2(2), 156–170. https://doi.org/10.5281/zenodo.11617624
Lee, C. H., Chen, C. W., Chen, W. K., & Lin, K. H. (2021). Analyzing the effect of social support and customer engagement on stickiness and repurchase intention in social commerce: A trust transfer perspective. Journal of Electronic Commerce Research, 22(4), 363-381.
Lien, C.-H., Wen, M.-J., & Wu, C.-C. (2011). Investigating the Relationships among E-Service Quality, Perceived Value, Satisfaction, and Behavioral Intentions in Taiwanese Online Shopping. In Asia Pacific Management Review (Vol. 16, Issue 3). http://www.idc.com
Long, L., & Lijia, L. (2024). What drives repurchase retention in music training institutions? examining the roles of customer satisfaction, perceived value, and service quality. PLoS ONE, 19(12). https://doi.org/10.1371/journal.pone.0312087
Maskudi, & Karsiati. (2024). Mediating Role Of Customer Satisfaction On The Relationship Between Perceived Value And Perceived Service Quality Toward Repurchase Intention. In Untag Business and Accounting Review (Vol. 3, Issue 1).
Mirza, F., Younus, S., Javaid, A., & Waheed, N. (n.d.). Kasbit Business Journal Impact of Product Attributes and Store Attributes on Repurchase Intention with Mediating Effect of Customer Satisfaction: A Study of FMCG Sector in Pakistan. In KASBIT Business Journal (Vol. 16, Issue 2). www.kbj.kasbit.edu.pk
Mu’iz Ihsan, A., Hermawan, A., & Winarno, A. (n.d.). The Influence Of Perceived Value On Customer Loyalty Through Customer Satisfaction And Customer Engagement As A Mediating Variable On Customers Pt.Jinom Ponorogo. In International Journal of Business (Vol. 4, Issue 2).
Ningrum, D. A., Rizan, M., & Rivai P, A. K. (2021). The Effect of Service Quality and Brand Image on Repurchase Intention With Brand Trust as Mediating Variable By The Generation Z of E-Wallet Consumers in Jakarta. Journal Research of Social Science, Economics, and Management, 1(4), 336–356. https://doi.org/10.36418/jrssem.v1i4.29
Oh, H., Parks, S. C., & DeMicco, F. J. (2002). Age-and gender-based market segmentation: A structural understanding. International Journal of Hospitality & Tourism Administration, 3(1), 1-20.
PT Jejaring Solusi Energi. (2024, November 12). Migas (Minyak dan Gas): Pengertian, Komoditas, dan Industri. Solar Industri. https://solarindustri.com/blog/migas-minyak-dan-gas/
Pertamina. (2024). Tentang Kami. Diakses 18 Juli 2025, dari https://recruitment.pertamina.com/
Pangestu, T.S., et al. (2023). Analisis Berbagai Dampak Dari Kebijakan Sektor Migas di Perusahaan Pertamina. Jurnal Mahasiswa Kreatif, 1(4), 25–38. https://doi.org/10.59581/jmk-widyakarya.v1i3.637
Pertiwi, A., Tarigan, B., & Bernarto, I. (2024). The Effect Of Brand Image, Brand Trust And Customer Satisfaction On Repurchase Intention (Case Study: Starbucks Coffee Jakarta) (Vol. 08, Issue 01).
Pham, Q. T., Tran, X. P., Misra, S., Maskeliunas, R., & Damaševičius, R. (2018). Relationship between convenience, perceived value, and repurchase intention in online shopping in Vietnam. Sustainability (Switzerland), 10(1). https://doi.org/10.3390/su10010156
Phatichoti, N., & Nuangjamnong, C. (n.d.). A Study of Customers’ Repurchase Intention Toward Smartphones in Thailand. https://www.researchgate.net/publication/363008156
Said, H. M., & Mohamed Saad, H. B. (2023). The Influence of Reliability, Security, and Site Design on Repurchase Intention Mediated by Customer Satisfaction among Malaysian Online Shoppers. International Journal of Academic Research in Business and Social Sciences, 13(5). https://doi.org/10.6007/ijarbss/v13-i5/16763
Salim, R., Salim, L., Ekonomi, J. I., & Sumara, R. (n.d.). Customer Satisfaction, Brand Trust And Repurchase Intention. http://ejournal.stiepena.ac.id/index.php/fe
Sitthipon, T., Limna, P., Jaipong, P., Siripipattanakul, S., & Auttawechasakoon, P. (2022). Gamification Predicting Customers’ Repurchase Intention Via E-Commerce Platforms Through Mediating Effect Of Customer Satisfaction In Thailand. In Review Of Advanced Multidisciplinary Science, Engineering & Innovation (Ramsey) Ramsey (Vol. 1, Issue 1).
Xu, A., Wei, C., Zheng, M., Sun, L., & Tang, D. (2022). Influence of Perceived Value on Repurchase Intention of Green Agricultural Products: From the Perspective of Multi-Group Analysis. Sustainability (Switzerland), 14(22). https://doi.org/10.3390/su142215451
Zeqiri, J., Ramadani, V., & Aloulou, W. J. (2023). The effect of perceived convenience and perceived value on intention to repurchase in online shopping: the mediating effect of e-WOM and trust. Economic Research-Ekonomska Istrazivanja ,36(3). https://doi.org/10.1080/1331677X.2022.2153721
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Business, Economics, Law, Communication, and Social Sciences
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
