| dc.description.abstract | This study aims to determine and analyze the forms of consumer trust in
selecting used car spare parts at the Lestari Sparepart Store in Medan. This
study used a qualitative approach with a case study method. Data collection
was conducted through observation, in-depth interviews with the store owner,
five customers, and two employees, as well as field documentation. The
results indicate that consumer trust is formed through three modes of trust
production according to Lynne G. Zucker. First, process-based trust, which
arises through repeated transaction experiences, consistent spare part
quality, and clarity of information provided by the seller. Second,
characteristic-based trust, which is trust formed through seller honesty, the
store's reputation, and the interpersonal relationship between the seller and
the consumer. Third, institution-based trust, which arises through a warranty
system that reduces uncertainty. Other supporting factors include the
perception of authenticity of "original" spare parts, competitive prices, and
responsive service. Proven trust ultimately encourages repeat purchases and
develops into long-term loyalty and recommendations to other consumers. | en_US |
