Building Customer Loyalty in B2B Logistics: The Interplay of Trust, Perceived Risk, and Perceived Value in Indonesia's Trucking Industry

Abstract : This research analyzes the determinants of customer loyalty in Indonesia’s B2B logistics industry, particularly in the trucking sector, focusing on trust, perceived risk, and perceived value. Adopting a quantitative approach, this study samples businesses that use trucking services and examines how the mentioned variables influence enduring customer loyalty. Using comprehensive industry theoretical models, we prepared a structured questionnaire and subsequently collected data from many firms spanning multiple industries that depended on trucking logistics. The research employs advanced statistical methods such as factor analysis and SEM to evaluate the relationships between the key constructs trust, perceived risk, perceived value, and customer loyalty. The findings underscore the role of perceived value as the foremost predictor of customer loyalty; trust only affects loyalty indirectly through its impact on perceived value. The findings suggest that perceived risk should be accepted in high choice or digitized markets, implying organizations need more emphasis on trust and its actual outcome. The study demonstrates that strategically managing perceptions of trust, risk, and value is critical for enhancing.