Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Konsumen Pada PT Ninja Xpress Caban Bogor

The Effect of Service Quality and Trust on Consumer Satisfaction at PT Ninja Xpress Caban Bogor

Abstract

This study aims to determine and analyze the effect of service quality and trust on customer satisfaction at PT Ninja Xpress Bogor Branch. The study employed a quantitative method with a survey approach. Data were collected through questionnaires from 100 customers using non-probability sampling with accidental sampling. The instrument consisted of 28 statements: 10 items for service quality, 8 items for trust, and 10 items for customer satisfaction. Data were analyzed using SPSS through validity, reliability, classical assumption, multiple linear regression, t-test, F-test, and coefficient of determination. The results show that service quality has a positive and significant effect on customer satisfaction, with a t-value of 4.324 and significance of 0.000. Trust also has a positive and significant effect, with a t-value of 5.009 and significance of 0.000. Simultaneously, service quality and trust have a positive and significant effect on customer satisfaction, with an F-value of 49.492, F-table value of 3.09, and significance of 0.000. The R Square value of 0.505 indicates that the two independent variables jointly explain 50.5% of the variation in customer satisfaction, while the remaining 49.5% is explained by other factors outside the study. These findings highlight the importance of improving service quality and maintaining customer trust to enhance customer satisfaction at PT Ninja Xpress Bogor Branch.