The Influence of Customer Engagement, Customer Experience, Online Customer Reviews, and Perceived Value on Customer Trust (A Study on Consumers of Kahf Brand Facial Wash Products on E-Commerce Platforms)

Anjas Rekto Nugroho; Dina Lusianti; Triana Hasty Kusuma

doi:10.63922/ijebir.v5i04.4454

Anjas Rekto Nugroho Muria Kudus University
Dina Lusianti Muria Kudus University
Triana Hasty Kusuma Muria Kudus University

DOI: https://doi.org/10.63922/ijebir.v5i04.4454

Keywords: Customer Engagement, Customer Experience, Online Customer Reviews, Perceived Value, Customer Trust

Abstract

This study aims to analyze the influence of customer engagement, customer experience, online customer reviews, and perceived value on customer trust in Kahf brand facial wash products on e-commerce platforms. This study uses a quantitative approach with a sample of 166 respondents who are consumers who have purchased and used Kahf facial wash products through e-commerce platforms. The sampling technique used is purposive sampling, with data obtained through distributing questionnaires to respondents and analyzed using SPSS version 26. The results show that customer engagement has a positive and significant effect on customer trust, customer experience has a positive and significant effect on customer trust, online customer reviews have a positive and significant effect on customer trust, and perceived value has a positive and significant effect on customer trust. Simultaneously, customer engagement, customer experience, online customer reviews, and perceived value have a positive and significant effect on customer trust in Kahf brand facial wash products on e-commerce platforms

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