The Influence of Trust, Perceived Value and Service Quality on Purchase Intention for Metland Cikarang Housing with Customer Satisfaction as a Mediating Variable
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Published:
Dec 17, 2025
Keywords:
Trust, Perceived Value, Service Quality, Customer Satisfaction, Purchase Intention, Property Marketing
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Abstract
This study examines the effects of Trust, Perceived Value, and Service Quality on Purchase Intention for Metland Cikarang housing, with Customer Satisfaction as a mediating variable. Using a quantitative approach, data were collected through an online survey of 110 active leads during March–May 2025 and analyzed using PLS-SEM with SmartPLS. The proposed model suggests that Trust, Perceived Value, and Service Quality have significant positive effects on Customer Satisfaction and Purchase Intention, with Customer Satisfaction mediating these relationships and Trust acting as a foundational antecedent. The findings are expected to provide strategic insights for improving lead conversion by emphasizing brand trust, value communication, and service quality. This study contributes an integrated model highlighting the psychological pathway from trust to purchase intention in the Indonesian residential property market.
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References
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.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). SAGE Publications.
Kotler, P., Keller, K. L., & Chernev, A. (2021). Marketing Management (16th ed.). Pearson Education.
Morwitz, V. G., Steckel, J. H., & Gupta, A. (2007). When do purchase intentions predict sales? International Journal of Forecasting, 23(3), 347-364.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. McGraw-Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.
Article Sidebar
Main Article Content
Abstract
This study examines the effects of Trust, Perceived Value, and Service Quality on Purchase Intention for Metland Cikarang housing, with Customer Satisfaction as a mediating variable. Using a quantitative approach, data were collected through an online survey of 110 active leads during March–May 2025 and analyzed using PLS-SEM with SmartPLS. The proposed model suggests that Trust, Perceived Value, and Service Quality have significant positive effects on Customer Satisfaction and Purchase Intention, with Customer Satisfaction mediating these relationships and Trust acting as a foundational antecedent. The findings are expected to provide strategic insights for improving lead conversion by emphasizing brand trust, value communication, and service quality. This study contributes an integrated model highlighting the psychological pathway from trust to purchase intention in the Indonesian residential property market.
Article Details
References
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.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). SAGE Publications.
Kotler, P., Keller, K. L., & Chernev, A. (2021). Marketing Management (16th ed.). Pearson Education.
Morwitz, V. G., Steckel, J. H., & Gupta, A. (2007). When do purchase intentions predict sales? International Journal of Forecasting, 23(3), 347-364.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. McGraw-Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22.