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Enhancing trust and creating a brand advocacy through the role of marketing campaign in automotive consignment business: a case study of Kokomobil
Kokomobil is an automotive consignment business operating in Surabaya and Greater Jakarta, positioning itself as a transparent intermediary between car owners and buyers. Although the company has successfully leveraged social media marketing to attract customers, it faces two strategic challenges: limited brand advocacy among buyers and recurring concerns regarding transparency in vehicle inspection and verification. Most customers complete transactions without progressing into loyal advocates who actively recommend the brand. In addition, repeated inquiries about unit condition, accident history, and inspection credibility indicate a trust gap that affects purchase confidence. These issues primarily occur in the middle-to-bottom stages of the marketing funnel, where trust reinforcement and relational commitment are crucial. This project integrates Brand Trust and Brand Advocacy frameworks, supported by the 5A Customer Path and Integrated Marketing Communication concepts. Transparency is selected as the primary driver to strengthen brand trust, while monetary incentives through a structured referral program are introduced to stimulate advocacy. The study applies qualitative methods through interviews with 10 existing buyers and 10 potential buyers, supported by digital and competitor analysis. As strategic interventions, two campaigns are introduced: (1) a Transparency Pack consisting of a standardized 150+ point inspection report to reduce perceived risk and strengthen credibility, and (2) a Referral Program designed to encourage satisfied customers to recommend Kokomobil. Both campaigns are distributed through WhatsApp and targeted social media advertisements with defined performance indicators. Kokomobil aims to shift from a transaction-focused model toward a trust-centered growth strategy. This approach is expected to reduce hesitation, increase referral-based transactions, and build sustainable competitiveness in the automotive consignment industry.
Program Studi Magister Manajemen
Universitas Kristen Petra
2026
English
S2
Tugas Akhir
Tugas Akhir No. 03020533/MM/2026; Kenanya Rubino (D21250011)
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