PENGARUH TINGKAT KEPERCAYAAN, KUALITAS PELAYANAN, DAN HARGATERHADAP KEPUASAN PELANGGAN JNE SURABAYA

Abstract

Currently business service is needed in the daily activities of the customer. It has made the customer to
select a reliable courier delivery service which provides the best service and at reasonable price, , so
that it makes the activity of the customer easy in doing the distribution of their goods in distance
places can be properly distributed. This research is meant to find out the influence of trust level,
service quality, and price to the customer satisfaction at PT Tiki Jalur Nugraha Ekakurir (JNE)
Surabaya. This research uses multiple linear regressions. The population of this research is all society
with the criteria that has been determined by the researcher in which the customer who has ever visited
and used the service, at least 5 times at Branch Office of JNE Surabaya. The members of the sample are
100 people which have been selected by using Accidental sampling. The result of the simultaneous test
(F test) shows that simultaneously trust, service quality, and price have significant influence to the
customer satisfaction at PT Tiki Jalur Nugraha Ekakurir (JNE) Surabaya. The result of partial test (t
test) shows that partially trust, service quality, and price have significant influence to the customer
satisfaction at PT Tiki Jalur Nugraha Ekakurir (JNE) Surabaya.

Keywords: trust, service quality, price, customer satisfaction.