Charting sustainable routes: Navigating uncertainty in the supply chain for lasting loyalty

Abstract

This study investigates the dynamics of literacy, trust, awareness, loyalty, and corporate sustainability among Social Security Management Agency (BPJS) of Employment. Social Security Management Agency (BPJS) of Employment in West Java, Banten, and Lampung Province, Indonesia. Employing structural equation modeling, the study reveals significant relationships and mediating effects. Literacy emerges as a key factor, positively impacting loyalty and corporate sustainability. Trust is found to directly influence corporate sustainability but not loyalty. Awareness significantly affects both loyalty and corporate sustainability. Notably, loyalty plays a mediating role in the relationships between literacy, awareness, and corporate sustainability. These findings contribute to literacy and engagement models, sustainability frameworks, and mediating models in organizational literature. Practical implications include the recommendation for literacy enhancement programs, multifaceted trust-building strategies, proactive communication campaigns, and loyalty-building initiatives. Future research recommendations encompass longitudinal studies, diverse organizational settings, mixed-methods approaches, exploration of moderating variables, and intervention studies. The research contributes to a nuanced understanding of participant engagement and sustainability perceptions, offering actionable insights for organizations, particularly those in the public sector like Social Security Management Agency (BPJS) of Employment.