PENGARUH KUALITAS PELAYANAN, HARGA, DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN PADA PT. GLOBAT JET EXPRESS (J&T) SURABAYA

Abstract

This research aimed to examine the effect of service quality, price and trust on customers’ satisfaction of PT. Global Jet Express (J&T), Surabaya. The population was the customers of PT. Global Jet Express (J&T) branch Jagir Wonokromo 324, Surabaya who use the service of goods and documents delivery for more than five times, while, the data were primary, Moreover, the data collection technique used incidental sampling with 100 respondents as sample. In addition, the data analysis technique used multiple linear regression with SPSS (Statistical Product and Service Solution). While, the classical assumption test had fulfilled the criteria given, t test and regression concluded service quality and trust had positive and significant effect on the customers’ satisfaction. In brief, PT. Global Jet Express (J&T) was expected to consider its strategy in determining the service quality and trust as it could affect customers’ satisfaction. Besides, its price should also be considered by the management sice the inappropriate price would affect the decline of customers’ satisfaction.
Keywords: quality, price, trust, customers’ satisfaction.