PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN JASA FORWARDING PADA PT. ANDALAS MEGA UTAMA JAKARTA UTARA

Authors

  • Anita Yuniar Institut Ilmu Sosial dan Manajemen STIAMI
  • Hanuna Shafariah Institut Ilmu Sosial dan Manajemen STIAMI

DOI:

https://doi.org/10.31334/jambis.v3i4.3432

Keywords:

Service quality, Trust, Customer satisfaction

Abstract

The research was conducted at PT. Andalas Mega Utama in North Jakarta, a company engaged in import-export services that strives to provide customer satisfaction. Therefore, it is crucial for the company to build service quality and customer trust in order to achieve customer satisfaction at PT. Andalas Mega Utama in North Jakarta. The aim of this research is to determine the influence of service quality and trust on customer satisfaction in freight forwarding services at PT. Andalas Mega Utama in North Jakarta, both directly and indirectly. The research sample consists of 30 customers of PT. Andalas Mega Utama in North Jakarta as respondents. The analysis methods used in this research include validity test, reliability test, t-test, F-test, multiple linear regression analysis, and determination coefficient. The data collection method employed is a questionnaire. The results of the research indicate that servie quality and trust have a significant simultaneous influence on customer satisfaction, with a value of 0.000 < 0.05. the calculated F-value of 76.489 is greater than the tabled F-value of 3.35, indicating a significant effect. Furthermore, service quality and trust also have a positive and significant simultaneous influence on customer satisfaction, accounting for 85% of the variance, while the remaining 15% is influenced by other factors not analyzed in this research.  

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Published

2023-08-24

Issue

Vol. 3 No. 4: Agustus 2023

Section

Articles

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