Abstract
This study focuses on the role of salesperson in increasing<br />repurchase intention through trust that formed between salesperson<br />and customers. The purpose of this study is to determine the effect<br />of salesperson's expertise and salesperson's likeability on trust and<br />repurchase intention. The sample of this study was BNI Brawijaya<br />Malang's customers who received special services from the<br />salesperson (personal banking assistant - PBA) and had a minimum<br />deposit of IDR 500,000,000, - The sample in this study was included<br />in the purposive sampling category and amounted to 140 people.<br />Data analysis through Partial Least Square (PLS) with version 3.0<br />smartPLS. The results of this study indicate that salesperson's<br />expertise has a significant effect on trust and repurchase intention,<br />salesperson's likeability has a significant effect on trust but is not<br />significant in repurchase intention. Trust acts as a partial mediation<br />on the influence of salesperson's expertise on repurchase intention,<br />but acts as a complete mediation on the influence of salesperson's<br />likeability on repurchase intention.
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