Service Innovation, Public Trust, and Customer Experience in Relation to Customer Loyalty at SPBU 54.612.53

Shokeh; Hardiono; Moh. Mukhrojin; Erlyna Hidyantari

doi:10.55927/modern.v5i6.81

Authors

Shokeh Master of Public Administration, Faculty of Social and Political Sciences, Universitas W.R. Supratman, Surabaya
Hardiono Master of Public Administration, Faculty of Social and Political Sciences, Universitas W.R. Supratman, Surabaya
Moh. Mukhrojin Master of Public Administration, Faculty of Social and Political Sciences, Universitas W.R. Supratman, Surabaya
Erlyna Hidyantari Master of Public Administration, Faculty of Social and Political Sciences, Universitas W.R. Supratman, Surabaya

DOI:

https://doi.org/10.55927/modern.v5i6.81

Keywords:

Service Innovation, Public Trust, Customer Experience, Customer Loyalty, Fuel Retailing

Abstract

This study examines service innovation, provider trust, and customer experience in relation to self-reported loyalty at an Indonesian fuel station. A questionnaire survey involved 120 purposively selected customers and measured four constructs using five Likert items each. Multiple regression was the stated analysis. The thesis reports positive coefficients for innovation and experience but a nonsignificant trust coefficient. Independent reconstruction from its respondent-level appendix produces different partial estimates and substantially higher collinearity. Because these records cannot be reconciled from the available documents, hypothesis-specific conclusions remain provisional. The study distinguishes operational service context from individual loyalty and identifies requirements for reproducible interpretation

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