Pengaruh Kualitas Pelayanan, Harga, Dan Kepercayaan Pelanggan Terhadap Kepuasan Pelanggan Pengguna Jasa Pada PT Detato Mitraindo Buana di Tangerang
DOI:
https://doi.org/10.30868/ad.v6i02.2909Keywords:
Service Quality, Price, Customer Trust, Customer SatisfactionAbstract
The phenomenon of this research due to a decrease in the number of customers that occurred at PT Detato Mitraindo Buana, in order to survive and develop is to retain customers and increase the number of consumers by providing satisfaction to consumers. The purpose of this study is to determine and analyze impacts Service Quality, Price, and Customer Trust partially and simultaneously have on Customer Satisfaction. The research method used is quantitative analysis method, with a research sample of 50 respondents. Data was collected by using questionnaires and literature studies. Data analysis techniques used are: Validity Test, Reliability Test, Classic Assumption Test, Regression Analysis, Coefficient of Determination Analysis and Hypothesis Testing. The results showed that all independent variables partially have an positive and significant effect on customer satisfaction, with details: Service Quality (X1) of 28.8%, Price (X2) of 22.3%, Customer Trust (X3) of 24.3%. Simultaneously all independent variables have a positive and significant effect on customer satisfaction by 35.9%, the remaining 64.1% is influenced by other variables that are not included in this study.
References
A Firmansyah, M. 2018. Perilaku Konsu-Men. Deepublish. 1st ed. Yogyakarta: Deepublish.
Kotler, Philip, and Gary Armstrong. 2012. Principles of Marketing. New Jersey: Pearson Education Limited.
Pasolong, Harbani. 2012. Metode Penelitian Administrasi Publik. Bandung: Alfabeta.
Sugiyono. 2012. Metode Penelitian Kuantitatif Kualitatif Dan R&D. Bandung: Alfabeta.
———. 2016. Metode Penelitian Pendidikan : Pendekatan Kuantitatif, Kualitatif, Dan R&D. 23rd ed. Bandung: Alfabeta.
———. 2018. Metode Penelitian Kuantitatif. 1st ed. Bandung: Alfabeta.
Tjiptono., Fandy. 2012. Strategi Pemasaran. 3rd ed. Yogyakarta: Andi.
Tjiptono, Fandy. 2014. Pemasaran Jasa : Prinsip, Penerapan, Penelitian. Yogyakarata: Penerbit Andi Offset.
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
