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Regen, Ronal
Sekolah Tinggi Ilmu Ekonomi KBP, Padang, Indonesia
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The Role of Service Quality and Trust in Building Customer Satisfaction and Loyalty Nusjirwan Nusjirwan; Ronal Regen; Rio Nardo
Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences Vol 3, No 4 (2020): Budapest International Research and Critics Institute November
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v3i4.2523

Abstract

This study aims to understand the role of service quality and trust in developing customer satisfaction and loyalty at JNE Margonda, Depok. The research is used as a quantitative approach. Respondents are 127 people who were taken by purposive sampling technique. This study uses Structural Equation Modeling (SEM) with Lisrel 8.80 applications for analyzing the data. All three hypotheses are accepted, and the data supports the model. H1: service quality has a positive and significant effect on customer satisfaction. H2: Trust has a positive and significant impact on customer satisfaction. H3: Customer satisfaction has a positive and significant effect on customer loyalty. The Conclusion: (1) The high quality of service from JNE Surabaya increases customer satisfaction (2) If trust in JNE Surabaya is high, then higher customer satisfaction will be higher too; (3) Respondents who feel satisfied when using JNE Margonda services will be more loyal to JNE Surabaya.
Co-Authors Addrian Rolyes Al Ikhwan Setiadi Alek Wissalam Bustami Andre Ramadani Anggi Dwi Saputra Maha Azhar Azhar Badri Ahmad Basman Busni, Darti Bustami, Edwin Dahril Dahril Damri Damri Dedi Iryanto Dora Rinova Elva Dona Eva Saputra Evi Azrianto Evoni Lukiawati Fadhlan, Fadhlan Fajar Abadi Jaya Tadjuddin S Fernos, Jhon Furqon Benny Atmaja Hadi, Yohanes Ikhwan Helia, Suhelmi Helmi Gusmindra Helvi Lusiana Indra Budaya, Indra Intan Suri Maizon Efendi Marlius, Doni Masrida Zasriati, Masrida Meri Ermadewi Muh. Ramli Mukhlis Achmad Nelpera Nelka Novianto, Wawan Nusjirwan Nusjirwan Pardizal, Zalmi Priyanto Riyan Adnan Wahyudi Rizky Ramadhani Syahril Ronal Harison Ramli Siliswati Siliswati Tutik Susriania Wahyu Anggara Wahyu, Wawan Devis Wawan Suswanto Windrawadi Windrawadi Wiyan Mailindra, Wiyan