PENGARUH KUALITAS LAYANAN, HARGA DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN

Abstract

This research aimed to examine and analyze service quality, price, and trust on customer satisfaction at custom minority garages in Surabaya. The research type was categorized as casual-comparative with a quantitative approach. Furthermore, the research sample used 100 respondents consisting of customer of custom monitory garages in Surabaya who have ever use service of custom minority garage, an the data was taken by sampling incidental method. Furthermore, the data collection used a questionnaire. The data analysis method used multiple linier regression with the calculation instrument used SPSS (Statistical Product and service Solution).Moreover, the instrument examination in the research used validity and reliability test. The research result showed that service quality had a positive and significant effect on customer, also trust positively and significantly affected customer satisfaction (research at custom minority at Surabaya)
Keywords : service quality, price, customer satisfaction.