The influence of perceived product risk on consumer trust in Pertamina's fuel products: The moderating role of media exposure
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Arihta Tarigan(1*)
Department of Digital Business, Faculty of Social Sciences and Humanities, Bunda Mulia University
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Carmel Karaniya Wigayha(2)
Department of Digital Business, Faculty of Social Sciences and Humanities, Bunda Mulia University
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Agung Stefanus Kembau(3)
Department of Digital Business, Faculty of Social Sciences and Humanities, Bunda Mulia University
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Ruth Nattassha(4)
Department of Digital Business, Faculty of Social Sciences and Humanities, Bunda Mulia University
-
I Gede Wisnu Satria Chandra Putra(5)
Department of Digital Business, Faculty of Social Sciences and Humanities, Bunda Mulia University
(*) Corresponding Author
Keywords:
Consumer Trust, Media Exposure, Perceived Risk, Petroleum Industry, Trust Recovery
Abstract
This study investigates the effect of perceived product risk on consumer trust in Pertamina's fuel products, with media exposure serving as a moderating variable. Conducted in the context of the 2025 corruption scandal and concerns over fuel quality discrepancies, the study adopts a quantitative approach using data collected from 103 urban consumers in the Greater Jakarta (Jabodetabek) area. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings demonstrate that perceived product risk exerts a significant negative effect on consumer trust, indicating that concerns regarding product quality and reliability substantially undermine public confidence. Media exposure significantly moderates this relationship, amplifying the influence of perceived risk on trust. The model explains a substantial proportion of the variance in consumer trust, highlighting the critical role of public information during periods of institutional crisis. These findings underscore the importance of integrating rigorous quality assurance with transparent and proactive communication strategies to restore consumer confidence. The study contributes to the literature on crisis management, consumer trust, and state-owned enterprises by demonstrating how media exposure shapes public responses to perceived product risk during organizational recovery.
Keywords: Consumer Trust; Media Exposure; Perceived Risk; Petroleum Industry; Trust Recovery
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References
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Putra, I. G. W. S. C., & Ginting, J. A. (2022). Analisa Faktor-Faktor yang Mempengaruhi Minat Generasi Z dalam Menggunakan Aplikasi Bank Digital di Indonesia. Ekuitas: Jurnal Pendidikan Ekonomi, 10(2), 306-318.
Risitano, M., Romano, R., La Ragione, G., & Quintano, M. (2023). Analysing the impact of green consumption values on brand responses and behavioural intention. Business Ethics, the Environment & Responsibility, 32(3), 1096–1112.
https://doi.org/10.1111/beer.12543
Sahadev, C. (2024). Agile and design thinking in pharma and healthcare: A systematic review of requirement gathering and user adoption. Springer Science and Business Media LLC. https://doi.org/10.21203/rs.3.rs-5242951/v1
Sharma, N., & Singh, J. (2022). Effects of social media on consumer behaviour for tourism products. ECS Transactions, 107(1), 9373–9380.
https://doi.org/10.1149/10701.9373ecst
Sheng, M. S., Wen, L., Tan, B., & Poletti, S. (2024). Transitioning to a hydrogen future: Analyzing demand and supply dynamics in New Zealand's transportation sector. Green and Low-Carbon Economy (GLCE), 2(4), 231–251.
https://doi.org/10.47852/bonviewglce42021367
Singh, K. (2021). Influencer marketing from a consumer perspective: How attitude, trust, and word of mouth affect buying behavior. EUROPEAN INTEGRATION STUDIES, 1(15), 231–241. https://doi.org/10.5755/j01.eis.1.15.28803
Stephen, A. T., & Galak, J. (2012). The effects of traditional and social earned media on sales: A study of a microlending marketplace. Journal of Marketing Research, 49(5), 624–639. https://doi.org/10.1509/jmr.09.0401
Stone, R. N., & Grønhaug, K. (1993). Perceived risk: Further considerations for the marketing discipline. European Journal of Marketing, 27(3), 39–50. https://doi.org/10.1108/03090569310026637
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999). The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal of Retailing, 75(1), 77–105. https://doi.org/10.1016/S0022-4359(99)80005-0
Tarigan, A., & Gunawan, Y. (2024). Pengaruh brand image dan e-WOM terhadap minat beli skincare Somethinc pada Shopee. Journal of Management: Small and Medium Enterprises (SMEs), 17(2), 577-597.
Tarigan, A., Noor, L. S., & Maharani, K. P. P. (2024). Analisis Path: Peran Live Streaming, Citra Merek, dan Kualitas terhadap Keputusan Pembelian Shopee dengan Mediasi Voucher. Jurnal Nusantara Aplikasi Manajemen Bisnis, 9(2), 421-437.
Tarigan, A., & Noverin, D. T. (2024). The Influence of Social Media Marketing and Brand Image on Intention to Purchase Residential Apartments. Journal Ilmiah Manajemen dan Bisnis ISSN, 10(1), 81-96.
Tarigan, A., & Wijaya, H. (2024). Analisa Pengaruh Kenaikan Tarif, Kemudahan, Dan Citra Merek Terhadap Minat Berkendara Ojek Online. Jambura Economic Education Journal, 6(1), 1-16.
Valkenburg, P. M., Peter, J., & Walther, J. B. (2016). Media effects: Theory and research. Annual Review of Psychology, 67, 315–338. https://doi.org/10.1146/annurev-psych-122414-033608
Vrontis, D., Makrides, A., Christofi, M., & Thrassou, A. (2021). Social media influencer marketing: A systematic review, integrative framework, and future research agenda. International Journal of Consumer Studies, 45(4), 617–644. https://doi.org/10.1111/ijcs.12647
Wong, K. K. K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing bulletin, 24(1), 1-32.
Zhu, J., Yao, Y., & Jiang, S. (2023). Vulnerability or resilience? Examining trust asymmetry from the perspective of risk sources under descriptive versus experiential decision. Frontiers in Psychology, 14.
https://doi.org/10.3389/fpsyg.2023.1207453
Abdulraheem, M., & Imouokhome, E. O. (2021). The influence of social media sites on consumer buying behavior in Shoprite Nigeria Limited. Binus Business Review, 12(2), 113–120. https://doi.org/10.21512/bbr.v12i2.6513
Arning, K., Engelmann, L., & Ziefle, M. (2023). Ready to fly? Comparing acceptance and behavioral usage intentions of CO2-based aviation fuels in four European countries. Frontiers in Energy Research, 11.
https://doi.org/10.3389/fenrg.2023.1156709
Babić Rosario, A., Sotgiu, F., De Valck, K., & Bijmolt, T. H. A. (2016). The effect of electronic word of mouth on sales: A meta-analytic review of platform, product, and metric factors. Journal of Marketing Research, 53(3), 297–318. https://doi.org/10.1509/jmr.14.0380
Badan Pusat Statistik. (2025). Statistik transportasi darat 2024 [Land transportation statistics 2024] (Vol. 10; Publication No. 06100.25049) . https://www.bps.go.id
Benti, N. E., Gurmesa, G. S., Argaw, T., Aneseyee, A. B., Gunta, S., Kassahun, G. B., Aga, G. S., & Asfaw, A. A. (2021). The current status, challenges and prospects of using biomass energy in Ethiopia. Biotechnology for Biofuels and Bioproducts, 14(1). https://doi.org/10.1186/s13068-021-02060-3
Bougie, R., & Sekaran, U. (2019). Research Methods For Business: A Skill Building Approach (8th ed.). John Wiley & Sons.
Chavda, K., & Chauhan, R. (2024). Influencer marketing impact on consumer behavior: Trust, authenticity, and brand engagement in social media. Journal of Advances in Accounting, Economics, and Management, 1(3), 1–9.
https://doi.org/10.47134/aaem.v1i3.180
Dessie, T. S., Bayile, A. D., Yimer, A. M., & Amera, M. B. (2023). The effects of social media marketing on consumers’ buying decision making processes: Evidence from College of Business and Economics students, Bahir Dar University, Ethiopia. International Journal of Marketing, Communication and New Media, 11(20). https://doi.org/10.54663/2182-9306.2023.v11.n20.166-194
Gurung, S., Bhushan, M., Joshi, S., Karki, A., & Shrestha, A. (2023). Effects of social media marketing on consumer buying behavior. New Perspective: Journal of Business and Economics, 6(1), 74–82. https://doi.org/10.3126/npjbe.v6i1.58916
Hair, J. F., Babin, B. J., Black, W. C., & Anderson, R. E. (2021). Multivariate Data Analysis (8th ed.). Cengage Learning.
Isyfaiyah, S., Istiani, T. D., Safira, I. R., & Sanjaya, E. I. (2025). Dampak Korupsi Pertamax Oplosan Terhadap Kepercayan Publik. Jurnal Sosial-Politika, 6(2), 157–171. https://doi.org/10.54144/0enran46
Jacoby, J., & Kaplan, L. B. (1972). The components of perceived risk. Proceedings of the Third Annual Conference of the Association for Consumer Research, 382–394.
Khamitov, M., Rajavi, K., Huang, Der W., & Hong, Y. (2024). Consumer Trust: Meta-Analysis of 50 Years of Empirical Research. Journal of Consumer Research, 51(1), 7–18. https://doi.org/10.1093/jcr/ucad065
Kembau, A. S., Kolondam, A., & Mandey, N. H. J. (2024). Virtual Influencers and Digital Engagement: Key Insights from Indonesia's Younger Consumers. Jurnal Manajemen Pemasaran, 18(2), 123-136.
Kim, T., & Yoon, H. J. (2023). The effectiveness of influencer endorsements for smart technology products: The role of follower number, expertise domain, and trust propensity. Journal of Product & Brand Management, 33(2), 192–206. https://doi.org/10.1108/jpbm-03-2023-4376
Lahno, B. (2004). Three Aspects of Interpersonal Trust. Analyse & Kritik, 26(1), 30-47. https://doi.org/10.1515/auk-2004-0102
Li, Z. (2023). Consumer’s purchase intention towards organic products: How social media advertising exposure frequency influences consumer purchase decision in the organic food industry. In 3rd International Conference on Economic Development and Business Culture (ICEDBC 2023) (pp. 71-77). Atlantis Press. https://doi.org/10.2991/978-94-6463-246-0_8
Luo, Y., & Saludin, M. N. (2024). Mediating effect of individual, social, and situational factors in the relationship between the impact of social media and consumer buying behavior. Higher Education and Oriental Studies, 4(1). https://doi.org/10.54435/heos.v4i1.113
Magueta, D., Estrela, S., & VEIGA, E. (2024). Consumption trends and factors influencing customers’ choices: A quantitative research at fuel stations sector in Portugal. IBIMA Publishing. https://doi.org/10.5171/2024.4452524
Odoom, P. T., Odoom, R., & Mavis, E. (2025). Fueling Trust and Loyalty Toward Oil Marketing Companies (OMCs) in Ghana: The Role of Corporate Reputation and Distribution Intensity. Journal of African Business, 26(4), 842–866. https://doi.org/10.1080/15228916.2024.2400032
Ofei, E. K., Okunorobo, E. P., Jideonwo, O. L., Timothy, E. O., & Kadiri, J. E. (2024). Influence of social media advertising on the buying behavior of Edo State consumers (A study of Dettol Soap). International Journal of Research Publication and Reviews, 5(1), 3045–3055. https://doi.org/10.55248/gengpi.5.0124.0312
Palomo‐Vélez, G., Perlaviciute, G., Contzen, N., & Steg, L. (2024). Trusting the minister or trusting the mayor? Perceived competence and integrity of central and local Dutch institutions governing energy matters. Environmental Research Communications, 6(4), 045009. https://doi.org/10.1088/2515-7620/ad3f7d
Putra, I. G. W. S. C., & Ginting, J. A. (2022). Analisa Faktor-Faktor yang Mempengaruhi Minat Generasi Z dalam Menggunakan Aplikasi Bank Digital di Indonesia. Ekuitas: Jurnal Pendidikan Ekonomi, 10(2), 306-318.
Risitano, M., Romano, R., La Ragione, G., & Quintano, M. (2023). Analysing the impact of green consumption values on brand responses and behavioural intention. Business Ethics, the Environment & Responsibility, 32(3), 1096–1112.
https://doi.org/10.1111/beer.12543
Sahadev, C. (2024). Agile and design thinking in pharma and healthcare: A systematic review of requirement gathering and user adoption. Springer Science and Business Media LLC. https://doi.org/10.21203/rs.3.rs-5242951/v1
Sharma, N., & Singh, J. (2022). Effects of social media on consumer behaviour for tourism products. ECS Transactions, 107(1), 9373–9380.
https://doi.org/10.1149/10701.9373ecst
Sheng, M. S., Wen, L., Tan, B., & Poletti, S. (2024). Transitioning to a hydrogen future: Analyzing demand and supply dynamics in New Zealand's transportation sector. Green and Low-Carbon Economy (GLCE), 2(4), 231–251.
https://doi.org/10.47852/bonviewglce42021367
Singh, K. (2021). Influencer marketing from a consumer perspective: How attitude, trust, and word of mouth affect buying behavior. EUROPEAN INTEGRATION STUDIES, 1(15), 231–241. https://doi.org/10.5755/j01.eis.1.15.28803
Stephen, A. T., & Galak, J. (2012). The effects of traditional and social earned media on sales: A study of a microlending marketplace. Journal of Marketing Research, 49(5), 624–639. https://doi.org/10.1509/jmr.09.0401
Stone, R. N., & Grønhaug, K. (1993). Perceived risk: Further considerations for the marketing discipline. European Journal of Marketing, 27(3), 39–50. https://doi.org/10.1108/03090569310026637
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999). The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal of Retailing, 75(1), 77–105. https://doi.org/10.1016/S0022-4359(99)80005-0
Tarigan, A., & Gunawan, Y. (2024). Pengaruh brand image dan e-WOM terhadap minat beli skincare Somethinc pada Shopee. Journal of Management: Small and Medium Enterprises (SMEs), 17(2), 577-597.
Tarigan, A., Noor, L. S., & Maharani, K. P. P. (2024). Analisis Path: Peran Live Streaming, Citra Merek, dan Kualitas terhadap Keputusan Pembelian Shopee dengan Mediasi Voucher. Jurnal Nusantara Aplikasi Manajemen Bisnis, 9(2), 421-437.
Tarigan, A., & Noverin, D. T. (2024). The Influence of Social Media Marketing and Brand Image on Intention to Purchase Residential Apartments. Journal Ilmiah Manajemen dan Bisnis ISSN, 10(1), 81-96.
Tarigan, A., & Wijaya, H. (2024). Analisa Pengaruh Kenaikan Tarif, Kemudahan, Dan Citra Merek Terhadap Minat Berkendara Ojek Online. Jambura Economic Education Journal, 6(1), 1-16.
Valkenburg, P. M., Peter, J., & Walther, J. B. (2016). Media effects: Theory and research. Annual Review of Psychology, 67, 315–338. https://doi.org/10.1146/annurev-psych-122414-033608
Vrontis, D., Makrides, A., Christofi, M., & Thrassou, A. (2021). Social media influencer marketing: A systematic review, integrative framework, and future research agenda. International Journal of Consumer Studies, 45(4), 617–644. https://doi.org/10.1111/ijcs.12647
Wong, K. K. K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing bulletin, 24(1), 1-32.
Zhu, J., Yao, Y., & Jiang, S. (2023). Vulnerability or resilience? Examining trust asymmetry from the perspective of risk sources under descriptive versus experiential decision. Frontiers in Psychology, 14.
https://doi.org/10.3389/fpsyg.2023.1207453
Published
2026-07-13
How to Cite
Tarigan, A., Wigayha, C., Kembau, A., Nattassha, R., & Putra, I. G. (2026). The influence of perceived product risk on consumer trust in Pertamina’s fuel products: The moderating role of media exposure. Journal of Management : Small and Medium Enterprises (SMEs), 19(2), 1417-1434. https://doi.org/10.35508/jom.v19i2.26980
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