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All Journal JMM17: Jurnal Ilmu Ekonomi dan Manajemen Jurnal Surya Masyarakat Media Mahardhika Business and Finance Journal Community Development Journal Jurnal Teknologi Informasi dan Terapan (J-TIT) BERNAS: Jurnal Pengabdian Kepada Masyarakat Jurnal Surya Masyarakat Indonesia Berdaya JURPIKAT (Jurnal Pengabdian Kepada Masyarakat) Jurnal Manajemen dan Inovasi (MANOVA) Journal of Applied Management and Business (JAMB) Prosiding Seminar Nasional Pengabdian Kepada Masyarakat The Indonesian Journal of Computer Science
Rachma Rizqina Mardhotillah
Universitas Nahdlatul Ulama Surabaya
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Medicine & Pharmacology Neuroscience Nursing Public Health Social Sciences Veterinary Other

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Trust As Mediator Between Service Quality And Customer Satisfaction: Evidence From Courier Services In Surabaya And Sidoarjo Fardan, Moch Khoirul Fardan; Rachma Rizqina Mardhotillah; Azmil Chusnaini; Reizano Amri Rasyid
Jurnal Manajemen dan Inovasi (MANOVA) Vol. 9 No. 1 (2026): January
Publisher : Management Department, Faculty of Islamic Economics and Business, Universitas Islam Negeri Sunan Ampel Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15642/manova.v9i1.2320

Abstract

This study examines the effect of service quality on customer satisfaction with trust as a mediating variable, focusing on JNE courier service customers in Surabaya and Sidoarjo. Employing a quantitative research design, data were collected through questionnaires distributed to 121 respondents and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS 4 software. The findings reveal that both service quality and trust have a positive and significant influence on customer satisfaction; however, trust does not significantly mediate the relationship between service quality and customer satisfaction. The study’s scope was limited to courier service customers in two major Indonesian cities, suggesting the need for future research to expand the sample size, include multiple courier firms, or conduct cross-regional comparisons to enhance external validity. These results emphasize the strategic importance for courier companies to improve service quality and strengthen customer satisfaction while fostering trust through transparent, consistent, and reliable service performance. This research contributes empirical evidence on the mediating role of trust within Indonesia’s courier service industry and enriches the growing literature on customer behavior and digital service management in emerging markets.
Co-Authors Afib Rulyansah Akhmad ‘Izzul ‘Arobi Al Hafidz, Ilham Achmad Alfiah Alfiah Alyaa Zalfaa Komara Putri Amma Liesvarastranta Haz Amma Liesvarastranta Haz Amri Rasyid, Reizano Anandita Ade Putri Andini Hardiningrum Arifianti, Novalina Ashfiyatun Najjah Asyita Al-Mufidah Azmil Chusnaini Berto Mulia Wibawa Bhawika, Gita Widi Budiarti, Rizqi Putri Nourma Candraningrat, Candraningrat Choirun Nisa Afidatus Zahro Daffa Salma Minandar Endah Budi Permana Endah Budi Permana Putri Evianita Dewi Fajrianti Evianita Dewi Fajrianti Fardan, Moch Khoirul Fardan Geodita Woro Bramanti Grisna Anggadwita Heni Agustina Ilham Achmad Al Hafidz Jauharotur Rihlah Karya, Denis Fidita Khusnah, Hidayatul Laila Alfi Sahrin M Udin Harun Al Rasyid, M Udin Harun Marsella Duwi Septyani Marselli Widya Lestari Mohamad Rijal Iskandar Zhulqurnain Mohamad Rijal Iskandar Zhulqurnain Mohamad Yusak Anshori Muhammad Rafli Muhammad Udin Harun Al Rasyid Mujad Didien Afandi Nailul Authar Naufal Adi Satrio Naufal Adi Satrio Niken Savitri Primasari Pance Mariati Putri Lailatul Aisah Resi Octovianisa Ribka Anintha Miyagi Rifka Putri Wardhani Riyan Sisiawan Putra Rizki Amalia Rizki Amalia Rizki Amalia Elfita Rohmatun Nashirin Siska Lusia Putri Surnia Maulida Azzahra Surnia Maulidah Azzahra Syarief Nur Husin Tri Deviasari Wulan Yasmin Afra Firdhausyah Yusril Izza Nurfaiza