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"Penelitian ini bertujuan untuk mengetahui sebab dan akibat terhadap kepuasan dan kepercayaan pada social commerce dengan fokus pada TikTok Shop. Penelitian ini merupakan penelitian deskriptif konklusif, dan dilakukan secara single cross sectional. Data dikumpulkan menggunakan survei yang dikelola sendiri yang didistribusikan secara online. Sampel yang diteliti adalah Warga Jabodetabek berusia 17-35 tahun berupa pengguna social commerce yang pernah melakukan pembelian di TikTok Shop dalam 6 bulan terakhir. Jumlah responden yang berhasil terkumpul sebanyak 251 responden. Data diolah dengan menggunakan metode Structural Equation Modeling (SEM) dan software PLS-SEM versi 4. Dalam penelitian ini terdapat empat anteseden yaitu kepuasan terhadap social commerce, reputasi, kualitas informasi, nilai sosial dan nilai emosional. untuk kepercayaan anteseden dalam social commerce yaitu reputasi dan kualitas informasi. untuk Konsekuensi kepercayaan dan kepuasan pada Social Commerce ada 2 yaitu niat beli ulang dan niat WOM. Dari hasil penelitian ini diketahui bahwa reputasi, kualitas informasi dan kepuasan berpengaruh positif terhadap kepercayaan. Reputasi, kualitas informasi, nilai sosial dan nilai emosional berpengaruh positif terhadap kepuasan. Kepercayaan berpengaruh positif terhadap niat WOM dan kepuasan berpengaruh positif terhadap niat WOM dan niat beli ulang.

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This study aims to determine the cause and effect on satisfaction and trust in social commerce with a focus on the TikTok shop. This research is a descriptive conclusive research, and was carried out using a single cross sectional survey. Data is collected using a self-administered survey which is distributed online. The sample studied was Jabodetabek Citizen aged 17-35 years who are social commerce users who had made purchases at the TikTok shop in the last 6 months. The number of respondents who managed to collect as many as 251 respondents. Data were processed using the Structural Equation Modeling (SEM) method and PLS-SEM version 4 software. In this study, there are four antecedents of satisfaction in social commerce, reputation, information quality, social value and emotional value. For antecedents trust in social commerce, namely reputation and information quality.  For the Consequences of trust and satisfaction in Social Commerce there are 2, namely repurchase intention and WOM intention. From the results of this study, it was found that reputation, information quality and satisfaction have positive influence on trust. Reputation, information quality, social value and emotional value has positive influence satisfaction. Trust has positive influence on WOM intention and satisfaction has positive influence both WOM intention and repurchase intention."

"Penelitian ini dilakukan untuk melihat pengaruh faktor dan mediator yang menciptakan kepuasan dan loyalitas pengguna layanan e-tourism. Variabel yang digunakan dalam penelitian ini yaitu pembentukan stimuli, pencarian informasi, evaluasi kualitas pelayanan, kepuasan, dan loyalitas. Tinjauan pustaka dilakukan untuk mengkaji teori dan penelitian-penelitian terdahulu yang berkaitan dengan topik penelitian. Data primer dikumpulkan melalui penyebaran kuesioner terhadap responden dengan metode judgment sampling, yaitu menentukan kriteria responden: 1) pernah menggunakan layanan e-tourism, 2) pernah membaca review, dan 3) termasuk dalam kelompok umur 18-35 tahun. Analisis data dilakukan menggunakan Structural Equation Modeling (SEM). Dari hasil CFA ditemukan bahwa variabel pembentukan stimuli tidak memenuhi uji reliabilitas model pengukuran sehingga variabel tersebut dikeluarkan dari model penelitian. Hasil penelitian menunjukan bahwa pencarian informasi mempunyai pengaruh langsung terhadap evaluasi kualitas pelayanan dan kepuasan, tetapi tidak berpengaruh langsung terhadap loyalitas. Evaluasi kualitas pelayanan memiliki pengaruh terhadap kepuasan dan kepuasan memiliki pengaruh terhadap loyalitas pelanggan. Dengan demikian, untuk menciptakan kepuasan dan loyalitas pengguna layanan e-tourism, penyedia jasa e-tourism sebaiknya memperhatikan kualitas informasi dan kualitas pelayanan yang ditawarkan kepada pelanggan.

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This research examines the effect of Factors and Mediators that Creates Satisfaction and Loyalty of e-tourism’s users. Variables used in this research is generation of stimulus, information search, evaluation of service quality, satisfaction, and loyalty. The literature review conducted to assess the theories and previous studies related to the research topic. Primary data was collected from questionnaire distributed to respondents used judgment sampling method, criteria of respondents: 1) used e-tourism service, 2) read a review in e-tourism service, and 3) included in the age group 18-35 years. This followed by an analysis of the data with Structural Equation Modeling (SEM). Results of the CFA showed that generation of stimulus do not meet the reliability test measurement model so that this variable were excluded from the research model. The results of research showed that information search has a direct influence on the evaluation of service quality and satisfaction, but has no direct effect on loyalty. Evaluation of service quality has direct effect on satisfaction and satisfaction has direct effect on loyalty. So, to creates satisfaction and loyalty of e-tourism’s users, e-tourism service providers should pay attention to the quality of information and service quality that offered to users."

"Persaingan industri e-commerce saat ini sangat erat. Perusahaan perlu untuk menciptkan repurchase intention pada pelanggan. Konsep perceived brand leadership menjadi faktor pembeda sekaligus keunggulan kompetitif dalam persaingan. Penelitian ini bertujuan untuk menganalisis pengaruh perceived brand leadership terhadap consumer satisfaction dan repurchase intention pada e-commerce Shopee. Analisis olah data dilakukan dengan teknik partial least squares structural equation modeling dengan pendekatan kuantitatif. Hasil penelitian menunjukkan bahwa dimensi perceived brand leadership yaitu perceived quality, perceived value, dan perceived popularity memiliki pengaruh positif terhadap consumer satisfaction dan repurchase intention, sedangkan dimensi perceived innovativeness tidak memiliki pengaruh terhadap keduanya. Kemudian, consumer satisfaction memiliki pengaruh yang positif terhadap repurchase intention.

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Nowadays, the competition in e-commerce industry is very tight. Companies need to create repurchase intention in customers. The concept of perceived brand leadership is a differentiating factor as well as a competitive advantage in the competition. The purpose of this study is to analyze the influence of perceived brand leadership on consumer satisfaction and repurchase intention on e-commerce Shopee. A partial least squares structural equation modeling analysis was conducted in this study with quantitative approach. The results showed that the dimensions of perceived brand leadership, namely perceived quality, perceived value, and perceived popularity, had a positive effect on consumer satisfaction and repurchase intention, while the dimensions of perceived innovativeness had no effect on both. Then, consumer satisfaction has a positive influence on repurchase intention."

"Penelitian ini mempelajari tentang hubungan antara antecedents dari Dependence dan Trust yaitu Relationship Benefit, Social Bonding, Relationship Termination Costs, Opportunistic Behavior, dan Communication dalam membentuk komitmen dan loyalitas hubungan B2B antara mitra kerja pemasok gabah/beras kepada BULOG. Komitmen yang dipelajari dibedakan atas tiga komponen berdasarkan motivasinya yaitu Calculative, Affective, dan Normative Commitment. Tahapan penelitian terdiri dari pre test dan penelitian utama. Pre test dilakukan untuk menguji validitas dan reliabilitas kuesioner sebagai instrumen penelitian. Penelitian utama dilakukan terhadap 166 responden penggilingan padi di Jawa Barat yang terdaftar sebagai mitra kerja pemasok gabah/beras BULOG tahun 2013, baik yang aktif maupun tidak aktif. Persepsi responden terhadap BULOG diukur dari butir-butir pernyataan kuesioner dalam lima skala Likert. Pengolahan data dilakukan menggunakan Structural Equation Modelling (SEM) dengan LISREL 8.7. Model pengukuran SEM menunjukkan hasil vaiditas dan reliabilitas yang cukup memuaskan kecuali untuk empat variabel yaitu Dependence, Calculative Commitment, Affective Commitment, dan Loyalitas. Goodness of fit (kecocokan) model secara keseluruhan menunjukkan hasil yang cukup baik. Uji hipotesis pada model struktural menunjukkan hasil dari 16 hipotesis penelitian terdapat tujuh hipotesis yang diterima, enam hipotesis yang tidak signifikan, dan satu hipotesis yang ditolak. Dua hipotesis tidak dapat dibuktikan pada path diagram dalam model struktural lalu kepadanya dilakukan uji tambahan regresi linear dengan SPSS 17.0 dan memberikan hasil yang tidak signifikan, yaitu pengaruh Dependence terhadap Affective Commitment dan pengaruh Calculative Commitment terhadap Loyalitas. Hasil yang tidak signifikan lainnya ditunjukkan pada hubungan Relationship Benefit dan Social Bonding terhadap Dependence, Dependence terhadap Calculative dan Normative Commitment, Trust terhadap Calculative Commitment, dan Normative Commitment terhadap Loyalitas. Pengaruh positif yang signifikan diperlihatkan pada hubungan antara Relationship Termination Costs terhadap Dependence dan Trust, Communication terhadap Trust, Trust terhadap Affective dan Normative Commitment, dan Afective Commitment terhadap Loyalitas. Sedangkan pengaruh negatif yang signifikan ditemukan pada hubungan antara Opportunistic Behavior dan Social Bonding terhadap Trust.

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Research studied about relationship between the antecedents of Dependence and Trust, those are Relationship Benefit, Social Bonding, Relationship Termination Costs, Opportunistic Behavior, and Communication in order to build rice supplier commitment and loyalty to BULOG in B2B relationship. Commitment in this study are classified by the motivations, those are Calculative, Affective, and Normative Commitment. Pre test was done before the main test to check the validation and reliability of questionnaire as the research instrument. Main test was done to 166 rice milling in West Java which are listed as paddy/ rice supplier for BULOG in 2013, whether active or not. Respondent perception about BULOG was measured by items of indicator in questionnaire with five Likert scale. Structural Equation Modelling by LISREL 8.7 then used for data processing. Measurement model indicated good result of validity and reliability, for exception four variable, those are Dependence, Calculative Commitment, Affective Commitment, and Loyalty. Goodness of fit for overall model showed good enough result. 16 of hypothesis testing with structural model showed result seven hypothesis are supported, six are not significant, and one is rejected. Two of hypothesis cannot be tested in path diagram - structural model and for this case a linear regression test by SPSS 17.0 was treated to both. The result was not significant for both relationship, those are the impact of relationship between Dependence to Affective Commitment and Affective Commitment to Loyalty. Not significant results also found in impact of relationship between Relationship Benefit and Social Bonding to Dependence, Dependence to Calculative and Normative Commitment, Trust to Calculative Commitment, and Normative Commitment to Loyalty. Positive impact result found in relationship between Relationship Termination Costs to Dependence and Trust, Communication to Trust, Trust to Affective and Normative Commitment, and Affective Commitment to Loyalty. Two negative impact result found in relationship between Opportunistic Behavior and Social Bonding to Trust."

"Untuk meningkatkan marlret share dan citra perbankan syarlab, salab satu kegiatan pernasaran yang dapat dilakukan terhrulap ekuitas merek dan citra hank syarlab adalab melalui konsep relationship marlreting. dimana saiab satu lrunei keberbasilan dalam penerapan kosep relationship marlreting yeitu melalui implementasinya terhadap komponen kepercayaan, kepuasan pelanggan dan kmnitmen huimngan. Tujuan penelitian ini adalab untuk melihat pengaruh kepercayaan, kepuasan pelanggan dan komitmen hubungan terhadap ekuitas merek dan citra bank syarlab. Penelitian ini dilakukan pada nasabah Bank XYZ di kota Jambi dengao jumlah sampel 200 responden yang diperoleh dengan menggnnaken convenience sampling. Metode analisis yang digunaken adalab metode analisis jalur (path analysis) yang diolah dengao program AMOS 5. Hasil analisis menunjnkken bahwa varlabel kepercayaan mempengaruhi elmitas merek secara tidak langsang melalui varlabel kesadanm merek dan kesetiaan merek serta memiliki pengaruh langsung terlladap citra hank syarlah. Varlabel kepercayaan ini paling besar memberikan pengaruh terlladap ekuitas merek dan citra bank syarlah dibandingkan varlabel kepuasan peianggan dan komitmen hubungan yang tidak memiliki pengaruh terlladap ekuitas merek dan citra hank syariab.

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With the aim of increasing the market share and improving the i!llllge of Islamic banking, one of the mlltketing activities performed towards the brand equity and the image of Islamic bank is the concept of relationship marketing. The key faetor of this concept is the implementation of trust, customer satisfaction, and tt!lationship commitment.

The aim of this research is to find aut the influence of trust, customer satisfaction, and relationship commitment to the brand equity and the image of Islamic bank. This researchh is conducted at XYZ Bank customers in Jambi with a total sample of 200 respondents obtained by using eonveuience sampling. The method used in this research is path analysis processed by using AMOS 5.

The result of this researoh shows that trust variable indirectly affects the brand equity throngh brand awllteness ami brand loyalty variable. In eddition, trust variable directly influences the i!llllge of Islamic bank. The trust varishle has the most influence on brand equity and the image of Isllltuic bank compared to the customer satisfaction variable and relationship commitment."

"Penelitian ini membahas mengenai faktor-faktor yang memiliki hubungan dan peranan positif dalam suatu komunitas Piaggio yang berada di daerah JABODETABEK.Dalam penelitian ini model ?anteseden dan konsekuensi dari partisipasi dalam komunitas? yang digambarkan oleh (Bagozzi, 2006), digunakan sebagai referensi utama oleh peneliti. Terdapat beberapa variabel yang akan dianalisis, misalnya; Brand Identification, Group Behavior, Perceived Behavioral Control, dan Brand related Behavior. Untuk mengolah data menggunakan metode analisis regresi berganda, digunakan perangkat lunak SPSS 11.5 for Windows. Hasil dari regresi menunjukkan bahwa terdapat beberapa variabel yang memiliki pengaruh positif terhadap variabel lain dalam komunitas Piaggio. Salah satu hasil yang cukup penting yaitu, ditunjukkan bahwa Brand Identification memiliki pengaruh positif yang sangat signifikan terhadap Brand Related Behavior dibandingkan pengaruh Group Behavior terhadap Brand Related Behavior. Penulis mengharapkan pihak manajerial Piaggio dapat meningkatkan social identity dan brand identification dari komunitas Piaggio di Indonesia dengan cara, menginisiasi dan mensponsori berbagai aktivitas gathering seperti yang disarankan oleh penulis.

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This academic research discusses several factors that mightly have positive relation and impacts toward Piaggio communities in JABODETABEK region (Indonesia). In this research, ?Antecedents and purchase consequences of customer participation in small group brand communities? model which is described by (Bagozzi, 2006) is used as the main reference. There are several variables that are going to be analyzed, such as Brand Identification, Group Behavior, Perceived Behavioral Control, and Brand related Behavior. To process the data using multiple regression method, SPSS 11.5 software for windows is operated.

The result shows that there are some variables that have positive impact to the other variables of Piaggio community. One important remark is that Brand Identification gives more impact positively to Brand Related Behavior when comparing with Group Behavior. It is expected that the managerial team of Piaggio in Indonesia can strengthen the social identity of Piaggio consumens and its brand identification through initiating and sponsoring several gathering activities as suggested by the writer."

"Saat ini sosial media sudah menjadi sumber informasi yang berpengaruh pada masyarakat dalam melakukan pencarian, pengevaluasian, pemilihan, dan pembelian suatu produk. Dalam usaha mempertahankan eksistensi sebuah perusahaan tentunya banyak strategi yang dilakukan, Salah satu strategi pemasaran yang dilakukan oleh perusahaan adalah dengan memanfaatkan sosial media dengan tujuan untuk membangun kepercayaan serta mempertahankan loyalitas pelanggan. Tujuan dari penelitian ini adalah menganalisis pengaruh social media marketing terhadap brand trust dan brand loyalty pada penumpang Garuda Indonesia di Jabodetabek. Penelitian ini menggunakan pendekatan kuantitatif melalui metode survei berdasarkan purposive sampling terhadap populasi. Hasil dari penelitian ini menunjukan tidak terdapat hubungan signifikan dan saling berpengaruh pada model penelitian social media marketing, namun terdapat hubugan signifikan pada kepercayaan dan loyalitas

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Currently, social media has become a source of information that influences the community in assessing, evaluating, selecting, and purchasing a product. In an effort to maintain the existence of a company, of course many strategies are carried out. One of the marketing strategies carried out by companies is to use social media with the aim of building trust and maintaining customer loyalty. The purpose of this study was to analyze the effect of social media marketing on brand trust and brand loyalty among Garuda Indonesia passengers in Jabodetabek. This study uses a quantitative approach through a survey method based on purposive sampling of the population. The results of this study indicate that there is no significant and mutually influential relationship in the social media marketing research model, but there is a significant relationship to trust and loyalty."

"Penelitian ini merupakan sebuah studi eksplanatif mengenai pengaruh Citra Merek dan Kepuasan pada Loyalitas Pelanggan. Dalam beberapa tahun belakangan ini sangat banyak bermunculan brand kopi dari dalam negeri dan mencoba merebut loyalitas dari konsumen. Dengan menggunakan model yang di adopsi dari penelitian sebelumnya peneliti ingin membuktikan kembali pengaruh hubungan citra merek dengan loyalitas pelanggan secara langsung maupun secara tidak langsung melalui mediator kepuasan. Objek yang di gunakan adalalah Kopi Kenangan karena di rasa Kopi Kenangan mampu mewakili brand produk kopi dengan perkembangan terbesar dan tercepat di Indonesia jika dilihat dari jumlah pengumpulan modal yang mereka dapatkan dari para investor. Data dari penelitian ini dihimpun kemudian dilakukan dengan menggunakan perhitungan statistik Hasil dari penelitian ini membuktikan citra merek berpengaruh signifikan secara langsung terhadap Kepuasan pelanggan maupun secara tidak langsung dengan melalui mediator kepuasan.

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This research is an explanative study of affect of brand image and satisfaction on customer loyalty. In recent years there have been many domestic coffee brands emerging and trying to win loyalty from consumers. By using a model adopted from previous research, the researcher wants to prove again the influence of the relationship between brand image and customer loyalty directly or indirectly through satisfaction mediators. The object used on this research is Kopi Kenangan, due Kopi Kenangan is able to represent the coffee brand with the largest and fastest development in Indonesia, it is viewed from the amount of capital gain they have get from investors. The data from this study were collected and then carried out using statistical calculations. The results of this thesis study prove that brand image has a significant effect directly on customer loyalty and indirectly through satisfaction mediators."

"[Pertumbuhan social networking sites (SNSs) telah memunculkan paradigma baru dari e-commerce yang disebut social commerce (s-commerce). Social commerce merupakan cabang dari e-commerce yang memungkinkan konsumen untuk dapat saling berinteraksi dengan difasilitasi oleh media sosial maupun interaksi sosial antar konsumen. Penelitian ini dilakukan untuk menganalisis pengaruh karakteristik social commerce (s-commerce) yang terdiri dari reputation, size, information quality, transaction safety, communication, economic feasibility, WOM referrals terhadap consumer's trust dan trust performance (purchaseintentions dan WOM intentions) dengan menggunakan studi kasus Groupon Indonesia yang merupakan situs s-commerce berbentuk group-buying. Responden dari penelitian ini adalah orang-orang yang sudah pernah membuka/browsingsitus Groupon Disdus/Groupon Indonesia dalam kurun waktu 2 (dua) tahun terakhir, namun belum pernah melakukan pembelian pada situs s-commerce tersebut. Metode pengolahan data yang digunakan adalah Structural EquationModelling (SEM). Hasil dari penelitian menunjukkan bahwa reputation, information quality, transaction safety dan communication tidak memiliki pengaruh positif terhadap consumer's trust. Sedangkan, size, economic feasibilitydan WOM referrals memiliki pengaruh positif terhadap consumer's trust. Kemudian, consumer's trust memiliki pengaruh positif terhadap purchase intentions dan WOM intentions.

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The growth of social networking sites (SNSs) has given rise to a new paradigm of e-commerce called social commerce (s-commerce). Social commerce is a subset of e-commerce which enables consumers to interact each other via social media or even by social interaction among them. This study aims to analyze the effects of social commerce's (s-commerce) characteristics which consist of reputation, size, information quality, transaction safety, communication, economic feasibility, WOM referrals towards consumer's trust and trust performance (purchase

intentions and WOM intentions) on group-buying site (Groupon Indonesia) as the case study. Respondents of this research are those who have browsed Groupon Disdus/Groupon Indonesia site within the last two (2) years, but have never made any purchasement on this site. Structural Equation Modeling (SEM) is used to process the data. The results of this research show that reputation, information

quality, safety and communication transaction have no positive effects on consumer's trust. Meanwhile, size, economic feasibility and WOM referrals have positive effects on the consumer's trust. Furthermore, the consumer's trust has positive effect on both purchase intentions and WOM intentions.;The growth of social networking sites (SNSs) has given rise to a new paradigm of e-commerce called social commerce (s-commerce). Social commerce is a subset of e-commerce which enables consumers to interact each other via social media or even by social interaction among them. This study aims to analyze the effects of social commerce's (s-commerce) characteristics which consist of reputation, size, information quality, transaction safety, communication, economic feasibility,

WOM referrals towards consumer's trust and trust performance (purchase intentions and WOM intentions) on group-buying site (Groupon Indonesia) as the case study. Respondents of this research are those who have browsed Groupon Disdus/Groupon Indonesia site within the last two (2) years, but have never made any purchasement on this site. Structural Equation Modeling (SEM) is used to process the data. The results of this research show that reputation, information quality, safety and communication transaction have no positive effects on consumer's trust. Meanwhile, size, economic feasibility and WOM referrals have positive effects on the consumer's trust. Furthermore, the consumer's trust has positive effect on both purchase intentions and WOM intentions., The growth of social networking sites (SNSs) has given rise to a new paradigm of

e-commerce called social commerce (s-commerce). Social commerce is a subset

of e-commerce which enables consumers to interact each other via social media

or even by social interaction among them. This study aims to analyze the effects of

social commerce?s (s-commerce) characteristics which consist of reputation, size,

information quality, transaction safety, communication, economic feasibility,

WOM referrals towards consumer's trust and trust performance (purchase

intentions and WOM intentions) on group-buying site (Groupon Indonesia) as the

case study. Respondents of this research are those who have browsed Groupon

Disdus / Groupon Indonesia site within the last two (2) years, but have never

made any purchasement on this site. Structural Equation Modeling (SEM) is used

to process the data. The results of this research show that reputation, information

quality, safety and communication transaction have no positive effects on

consumer's trust. Meanwhile, size, economic feasibility and WOM referrals have

positive effects on the consumer's trust. Furthermore, the consumer's trust has

positive effect on both purchase intentions and WOM intentions.]"

"Selain faktor-faktor kualitas layanan dan infrastruktur, branding menjadi salah satu faktor krusial untuk membentuk citra dari perusahaan transportasi umum, sehingga mendorong masyarakat untuk memilih moda transportasi umum. Khusus di DKI Jakarta, salah satu perusahaan transportasi umum yang mengusung pengembangan brand melalui sebuah brand community berbasis media sosial adalah PT MRT Jakarta. Pada studi ini, peneliti memperluas studi terkait transportasi umum di Indonesia yang selama ini lebih banyak mengkaji loyalitas konsumen berdasarkan kualitas layanan dan tarif, dengan cara mempertimbangkan konsep brand community berbasis media sosial pada akun Instagram PT MRT Jakarta. Secara lebih detail, tujuan studi ini adalah mengkaji pengaruh brand community berbasis media sosial tersebut terhadap customer centric model (yakni hubungan pelanggan dengan brand, produk, perusahaan, dan pelanggan lainnya) dan brand loyalty. Peneliti melakukan survei online kepada 343 responden yang merupakan pengguna moda transportasi MRT Jakarta sekaligus pengikut akun Instagram PT MRT Jakarta. Adapun uji model dilakukan dengan menggunakan analisis Structural Equation Modelling (SEM), memanfaatkan perangkat lunak SmartPLS 3.0. Hasil penelitian menunjukkan bahwa brand community berbasis media sosial dalam kasus akun Instagram PT MRT Jakarta mampu memperkuat brand trust dan brand loyalty, dengan cara meningkatkan hubungan pelanggan-produk, pelanggan-brand, dan pelanggan-perusahaan di dalam customer centric model. Pengaruh terkuat terhadap brand trust terjadi dari variabel hubungan pelanggan-perusahaan, yang menunjukkan bahwa peningkatan tingkat interaksi perwakilan perusahaan dengan pelanggan pada akun Instagram PT MRT Jakarta perlu menjadi prioritas strategi komunikasi dari perusahaan tersebut.

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In addition to service quality and infrastructure, branding is one of the crucial factors in shaping the image of a public transportation company, thereby encouraging people to choose public transportation modes. Especially in DKI Jakarta, one of the public transportation companies that implement brand development through a social media-based brand community is PT MRT Jakarta. This study considering the concept of a social media-based brand community on the Instagram account of PT MRT Jakarta. More specifically, the purpose of this study is to examine the influence of the social media-based brand community on the customer centric model (i.e. the relationships among focal customer and brand, product, company, and other customers) and brand loyalty. An online survey-based empirical study with 343 respondents, who were users of the MRT Jakarta transportation mode as well as followers of the PT MRT Jakarta Instagram account, was conducted. Model testing was carried out using Structural Equation Modelling (SEM) analysis, utilizing the SmartPLS 3.0 software. The results show that social media-based brand community can enhance brand trust and brand loyalty, by improving customer relationship with the products, brand, and the company. The strongest influence on brand trust occurs from the customer relationship with the company. This finding indicates that the increased level of interaction between company representatives and customers on the Instagram account of PT MRT Jakarta needs to be a priority for the company’s communication strategy."