PENGARUH KUALITAS PELAYANAN, HARGA DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN PADA J&T EXPRESS SURABAYA

Abstract

This research aimed to find out and analyze the effect of service quality, price, and trust on the customers satisfaction of J&T Express, Surabaya. While, the research was quantitative. Moreover, the population was customers of J&T Express, Surabaya who use its service. Furthermore, the data collection technique used purposive sampling, in which the sample was based on criteria given. In line with, there were 100 respondents as sample. While, for the instrument in data collection technique, it used questionnaires. The questionnaires would be distributed to the customers. In addition, the data analysis technique used multiple linear regression with SPSS (Statistical And Service Solution). The research result concluded service quality had significant effect on the customers satisfaction of J&T Express, Surabaya. Likewise, price had significant effect on the customers satisfaction of J&T Express, Surabaya. Similar to service quality and price, trust had significant effect on the customers satisfaction of J&T Express, Surabaya.
Keywords: service quality, price, trust, customers satisfaction