PENGARUH KUALITAS PELAYANAN, BRAND TRUST, DAN HARGA TERHADAP KEPUASAN PELANGGAN PT. JNE CABANG UTAMA SIDOARJO

Abstract

The purpose of the research of this research is to identify and analyze the effect of the Quality Service, Brand Trust,and Price on Customer Satisfaction of PT. JNE Cabang Utama Sidoarjo. This research uses a quantitative approach. The population in this study are JNE Cabang Utama Sidoarjo customers, and the sample from this study was taken 100 respondetns. The method used is non-probability sampling and data collection using a questionnaire with a likert scale. Data analysis technique used in this study are validity test, reliability test, classical assumption test, multiple linear regression analysis, and hypothesis testing. The result of this research indicate that Quality Service has a significant effect on Customer Satisfaction, Brand Trust has a significant effect on Customer Satisfaction, Price has a significant effect on Customer Satisfaction and simultaneously Service Quality, Brand Trust, and Price have significant effect on Customer Satisfaction. The effect of Service Quality, Brand Trust, and Price on Customer Satisfaction in this study is 49,3% while the remaining 50,7% is influenced by other variables not examined in this research.