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All Journal Indonesian Journal of Multidisciplinary on Social and Technology
Lucy Armanda Sinulingga
Universitas Medan Area
Computer Science & IT Economics, Econometrics & Finance Engineering Social Sciences

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Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Kepuasan Pelanggan pada Jasa Pengiriman J&T Express Binjai Barat Lucy Armanda Sinulingga; Yuni Syahputri
Indonesian Journal of Multidisciplinary on Social and Technology Vol. 4 No. 3 (2026): Juli - Oktober
Publisher : PT Ilmu Data Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69693/ijmst.v4i3.13218

Abstract

The purpose of this study is to determine the effect of service quality and trust on customer satisfaction of J&T West Binjai. The population in this study are customers who have used J&T services more than 2 times, totaling 2,990 people. The sampling technique in this study is a probability sampling technique with the Purposive Sampling method. Sampling in this study is a probability sampling technique with the Purposive Sampling method. This technique is used in this study because this technique will provide equal opportunities to every population or customer of J&T Express West Binjai who has sent goods more than 2 times to be a sample in this study without paying attention to certain criteria. The sample in this study was 97 respondents. For the independent variables in this study are service quality (X1) trust (X2). The dependent variable in this study is J&T West Binjai customer satisfaction (Y). The research method used is a quantitative method and the data analysis used in this study is multiple linear regression analysis. Meanwhile, data processing used IBM SPSS Statistics 22 software. The results of the study indicate that service quality influences customer satisfaction at J&T West Binjai, with a t-value of 3.837 and a significance value of 0.000, below 0.05. Therefore, the hypothesis in this study is accepted. Trust influences customer satisfaction, with a t-value of 5.498 and a significance value of 0.000, below 0.05. Therefore, the hypothesis in this study is accepted.
Co-Authors Yuni Syahputri