Mediating Role of Enterprise Risk Management in Customer Loyalty at PT International Paint Indonesia: Service Quality, Perceived Value, and Trust

Purpose: This study examined the direct relationships of service quality, perceived value, and customer trust with customer loyalty and assessed perceived enterprise risk management (ERM) as a potential mediator among marine customers of PT International Paint Indonesia in Eastern Indonesia. Methods: A cross-sectional explanatory survey included 100 purposively selected customer representatives. Twenty-four questionnaire indicators were analyzed using partial least squares structural equation modeling in SmartPLS 4. Results: Perceived value (β = 0.202, p = 0.016) and customer trust (β = 0.243, p = 0.028) were positively associated with loyalty; service quality was not (β = 0.014, p = 0.446). Perceived value (β = 0.393, p < 0.001) and trust (β = 0.322, p = 0.016), but not service quality, were associated with perceived ERM. Perceived ERM had the largest direct association with loyalty (β = 0.478, p < 0.001), mediating the value–loyalty and trust–loyalty associations under the specified one-tailed tests. Explained variance was 84.0% for ERM and 81.5% for loyalty. Conclusion: Perceived ERM offers an additional relational perspective on industrial customer loyalty, but construct overlap, high collinearity, and cross-sectional measurement restrict causal and construct-level conclusions.