The The Role of Consumer Satisfaction Mediation in the Relationship Between Consumer Trust, Service Quality, and Rental Costs on the Interest in Renting Heavy Equipment at CV. Berkat Bersama
DOI:
https://doi.org/10.24256/kharaj.v8i1.9260Keywords:
Consumer Trust, Service Quality, Rental Costs, Consumer Satisfaction, Rental InterestAbstract
This study examines the mediating role of consumer satisfaction in the relationship between consumer trust, service quality, rental costs, and rental interest in heavy equipment at CV. Berkat Bersama. The purpose is to understand how these factors influence rental decisions and how satisfaction strengthens consumer trust toward rental intention. Using a quantitative approach, data were collected through questionnaires from 100 respondents and analyzed using SmartPLS. The findings show that consumer trust significantly affects rental interest, service quality, and satisfaction. Furthermore, consumer satisfaction mediates the relationship between consumer trust and rental interest, indicating that higher trust enhances satisfaction, which in turn increases rental intention. However, satisfaction does not mediate the effect of service quality and rental costs on rental interest, implying that these variables influence intention through other channels. The study highlights that trust is the most dominant factor shaping rental interest, while service quality and competitive pricing remain essential to sustain customer satisfaction. Theoretically, the research reinforces consumer behavior and relationship marketing models, emphasizing the importance of trust and satisfaction. Practically, it suggests that companies should focus on trust-building, improving service consistency, and ensuring transparent pricing to strengthen competitiveness and increase heavy equipment rental interest.
References
Alam, I. K., & Sarpan, S. (2022). Pengaruh Kualitas Produk, Kepuasan Pelanggan Dan Promosi Penjualan Terhadap Minat Beli Ulang Ulang Mazaya Dekoratif Dan Skincare Pada Toko Tangga Mas Tambun. Ikraith-Ekonomika, 6(2), 284–291. https://doi.org/10.37817/ikraith-ekonomika.v6i2.2377
Ardiyanto, F., & Kusumadewi, H. (2020). Pengintegrasian Technology Acceptance Model (TAM) dan Kepercayaan Konsumen pada Marketplace Online Indonesia. Jurnal Inspirasi Bisnis Dan Manajemen, 3(2), 177. https://doi.org/10.33603/jibm.v3i2.2659
Ardiyanto, F., & Kusumadewi, H. (2020). Pengintegrasian Technology Acceptance Model (TAM) dan Kepercayaan Konsumen pada Marketplace Online Indonesia. Jurnal Inspirasi Bisnis Dan Manajemen, 3(2), 177. https://doi.org/10.33603/jibm.v3i2.2659
Arianto, N., & Difa, S. A. (2020). Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Minat Beli Konsumen Pada Pt Nirwana Gemilang Property. 3(2), 108–119.
Dzaki, A. L., & Zuliestiana, D. A. (2022). Analisis Pengaruh Kepercayaan Dan Kepuasan Terhadap Minat Beli Ulang Pada Pengguna Situs E-Commerce Jd . Id. 9(2), 125–139.
Hair, J. F., Black, W. C., & Babin, B. J. (2010). Multivariate Data Analysis (7th ed.). Upper Saddle River.
Kasmir. (2017). Customer Service Excellent: Teori dan Praktik. PT. Raja Grafindo Persada.
Kotler, & Keller. (2012). Manajemen Pemasaran (12th ed.). Erlangga.
Kotler, P., & Keller, K. L. (2012). Manajemen Pemasaran (12th ed.). Erlangga.
Kotler, P., & Keller, K. L. (2016). Manajemen Pemasaran (ke 12). PT Indesks Kelompok Gramedia
Lestari, B., & Novitaningtyas, I. (2021). Pengaruh Variasi Produk dan Kualitas Pelayanan terhadap Minat Beli Ulang Konsumen pada Coffeeville-Oishi Pan Magelang. 2(3), 150–159.
Lupiyoadi, R. (2013). Manajemen Pemasaran Jasa. Salemba Empat.
Mcknight, D. H., Choudhury, V., & Kacmar, C. (2002). Developing and Validating Trust Measures for e-Commerce : An Integrative Typology. April 2014.
Mudfarikah, R., & Dwijayanti, R. (2021). Pengaruh kualitas layanan dan harga terhadap minat beli ulang. 13(4), 654–661. https://doi.org/10.29264/jmmn.v13i4.10161
Perdana, N. E., & Handaruwati, I. (2022). Pengaruh Harga Sewa, Lokasi Dan Fasilitas Terhadap Minat Sewa Ulang Lapangan Futsal Pasca Pandemi Covid 19. Jurnal Manajemen Riset Dan Teknologi Universitas Karimun (JURNAL MARITIM), 4(1), 39–52.
Polsek Toili. (2021). Pengaruh Kepuasan Pelanggan terhadap Minat Beli Ulang.
Pradana, P. R., & Rahanatha, G. B. (2019). Peran Perceived Usefulness Dalam Memediasi Pengaruh Kepercayaan Terhadap Minat Beli Masyarakat Di Kota Denpasar. 8(10), 6119–6138.
Purnamawati, N. L. A., Mitariani, N. W. E., & Anggraini, N. P. N. (2020). Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Persepsi Harga Terhadap Minat Beli Ulang Di Bandung Collection Kecamatan Kuta Utara, Badung. Jurnal Values, 1(3), 171–181.
Putri, L. H. (2016). Faktor-faktor yang mempengaruhi minat pembelian. PERFORMA: Jurnal Manajemen Dan Start -Up Bisnis, 1(2).
Rosdiana, R., Haris, I. A., Suwena, K. R., Ekonomi, J. P., & Ganesha, U. P. (2019). Pengaruh kepercayaan konsumen terhadap minat beli produk pakaian secara online. 11(1).
Salsabila, A. N., Saidani, B., & Rivai, A. K. (2022). Pengaruh Kualitas Pelayanan dan Harga terhadap Minat Beli Ulang melalui Kepuasan Pelanggan sebagai Variabel Intervening: Studi Kasus Pada Pelanggan Gen Z. Jurnal Bisnis, Manajemen, Dan Keuangan, 3(1), 87–100.
Salsabila, C., Umbara, T., & Setyorini, R. (2022). Pengaruh Kepuasan Pelanggan Terhadap Minat Beli Ulang Produk Somethinc. Publik: Jurnal Manajemen Sumber Daya Manusia, Administrasi Dan Pelayanan Publik, 9(4), 668–679. https://doi.org/10.37606/publik.v9i4.405
Simanjuntak, D. C. Y., Salimi, V. A., Louis, V., & Johanes, T. (2020). Pengaruh Kepuasan Pelanggan, Kepercayaan Pelanggan Dan Saluran Distribusi Terhadap Keputusan Pembelian Baja Pada Pt Suminsuryamesindolestari. E-Jurnal Manajemen Universitas Udayana, 9(7), 2872. https://doi.org/10.24843/ejmunud.2020.v09.i07.p20
Simanjuntak, D. C. Y., Salimi, V. A., Louis, V., & Johanes, T. (2020). Pengaruh Kepuasan Pelanggan, Kepercayaan Pelanggan Dan Saluran Distribusi Terhadap Keputusan Pembelian Baja Pada Pt Suminsuryamesindolestari. E-Jurnal Manajemen Universitas Udayana, 9(7), 2872.
Stanton, W. J. (2016). Prinsip Pemasaran (Ketujuh). Erlangga.
Sugiyono. (2014). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. CV Alfabeta Bandung.
Sunarsi, D., Barsah, A., Hastono, H., Akbar, I. R., & Pamulang, U. (2020). Pengaruh Harga dan Fasilitas terhadap Minat Sewa Kost yang Berdampak pada Prestasi Belajar Mahasiswa di Yogyakarta. Journal of Education, Humaniora and Social Sciences (JEHSS), 3(2), 601–609.
Susanti, V. E. (2021). The influence of trust, brand image, security on the interest in buying tickets in the traveloka site. 5(1), 13–21.
Suyono, A., Sukmawati, S., & Pramono. (2012). Pertimbangan dalam Membeli Produk Barang Maupun Jasa. Intidayu Press.
Tjiptono, F. (2017). Manajemen Pemasaran Jasa. PT Indeks Kelompok Gramedia.
Tjiptono, F., & Chandra, G. (2016). Service, Quality & Satisfaction. Andi.
Wahyuni, C., Siregar, Z. M. E., & Rambe, B. H. (2022). Pengaruh Kepercayaan Konsumen Terhadap Minat Beli Produk Secara Online di Kalangan Mahasiswa Dengan Mediasi Kepuasan Konsumen (Studi Kasus di Universitas Labuhan Batu). Journal of Educational and Language Research, 1(11), 1669–1676
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
Copyright (c) 2026 Sonia Nengsih sonia Negsih, Pardiman, Ridwan Basalamah
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License. In line with the license, authors are allowed to share and adapt the material. In addition, the material must be given appropriate credit, provided with a link to the license, and indicated if changes were made. If authors remix, transform or build upon the material, authors must distribute their contributions under the same license as the original.
