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All Journal International Journal of Management and Business
Samsul Arifin
Faculty of Economics, University of Tribhuwana Tunggadewi, Malang, Indonesia
Economics, Econometrics & Finance

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The Influence of Service Quality and Trust on Customer Satisfaction at the Batu City Animal Health Center (Puskeswan) Samsul Arifin; Elly Lestari; Yuni Setyawati
International Journal of Management and Business Vol. 3 No. 4 (2026): October
Publisher : International Research & Development for Human Beings (IRDH)

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Abstract

The purpose of this study was to determine how service quality and trust influence customer satisfaction at the Batu City Animal Health Center (Puskeswan). This study used a quantitative approach using an associative approach. The sample consisted of 52 respondents whose data were processed. Data were collected using a questionnaire and analyzed using multiple linear regression. The results showed that service quality and trust significantly and positively influence customer satisfaction, both partially and simultaneously. Furthermore, the coefficient of determination findings indicated that these two variables can explain 67.9% of the variation in customer satisfaction, with additional factors outside the research model influencing the remainder. These results suggest that to improve customer satisfaction, the Batu City Animal Health Center needs to continuously maintain superior service quality, particularly in staff competence, and maintain integrity to strengthen customer trust.
Co-Authors Elly Lestari Yuni Setyawati