PENGARUH KUALITAS LAYANAN, HARGA, DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN

Abstract

This research aimed to find out the effect of service quality, price, trust on customers’ statisfaction of PT. Bumi Bahari Gemilang EMKL. While, the population was 100 respondents who had ever used service of PT. Bumi Bahari Gemilang EMKL.The data collection technique used saturated sampling, in which all population was the sample. In line with, there were 100 respondents as sample. Moreover, the data analysis technique used multiple linear regression with SPSS(Statistical Product and Service Solutions) 20.The research result concluded service quality, price and trust had positive and significant effect on customers’ satisfaction. This happened as the customers’ expectation was precisely and suitable with price and quality, and in accordance with is benefit that given to the customers, they would feel satisfied. Likewise, trust had positive and significant effect on customers’ satisfaction since it gave good sense of trust and accountable for its services. As consequence, it was able to increase the customers’ satisfaction.
Keywords:service quality, price, trust, customers’ satisfaction