Pengaruh Kualitas Pelayanan, Word Of Mouth Dan Kepercayaan Terhadap Kepuasan Konsumen Dalam Menggunakan Transportasi Online Maxim Di Kota Sorong

Wilda Aulia Rahma (Program Studi Ekonomi Syariah, Fakultas Syariah dan Dakwah Institut Agama Islam Negeri (IAIN) Sorong)

At-Thariqah Jurnal Ekonomi
Vol. 6 No. 1 (2026): At-Thariqah: Jurnal Ekonomi

This study aims to determine the influence of Service Quality, Word of Mouth, and Trust on consumer satisfaction regarding the use of Maxim online transportation services in Sorong City. The study employs a quantitative approach using Partial Least Squares Structural Equation Modeling (PLS-SEM) analysis, processed via the SmartPLS 4 application. The sample consists of 100 consumers who use Maxim online transportation in Sorong City. The results indicate that Service Quality does not have a significant effect on consumer satisfaction, whereas Word of Mouth and Trust significantly influence consumer satisfaction. The coefficient of determination (R²) is 0.716, indicating that the model explains 71.6% of the variability in consumer satisfaction among Maxim users. The findings suggest that increasing consumer satisfaction is driven more by word of mouth and trust than by the quality of service provided