Abstract
Technological developments that make human life more practical have changed consumer behavior and shopping habits. Previously, sellers and buyers made buying and selling transactions directly in traditional markets. This shift in consumer behavior in buying goods has encouraged freight forwarding services or expedition services to be increasingly in demand every day by people in Indonesia. This study aims to determine the influence of trust and service quality on customer satisfaction of JNE Padangsidimpuan. The methods carried out in the are descriptive and verifiable methods with a quantitative approach. Sampling was done using non-propability sampling, based on the criteria set by the researcher, namely JNE Padangsidimpuan customers. The number of samples was 96 respondents. Data collection techniques through the distribution of questionnaires. The data analysis technique used descriptive statistical analysis, validity test, reliability test, multiple linear regression analysis, hypothesis test partially (t-test), simultaneously (f-test), and determinant coefficient with the spss program version 23. This study shows that trust has a significant influence on the results of tally (4, 846) > ttable 0, 2039) so that it can be said a significant effect on customer satisfaction of JNE Padangsidimpuan. Service quality also has a positive and significant influence on the satisfaction of JNE Padangsidimpuan with the results of tcalculation (3, 063) > table (0, 2039). As well as trust and service quality simultaneously have a significant effect on customer satisfaction with the results of Fcal (27, 161) > Ftabel (2.57).
References
Chairunnisa Arris. Hubungan Kepuasan pelanggan Dengan Kepercyaan Pelanggan Di PT Jalur Nugraha Ekakurir (JNE) Medan Amplas, Skripsi. Medan: Universitas Medan Area. 2022.
Langgeng Sri Handayani dan Apriel Trariesta. Pengaruh Kualitas Pelayanan, Harga dan Kepercayaan Terhadap Kepuasan Pelanggan, Dalam Jurnal Manjemen dan Keuangan, Vol. 1, No.2, 2023.
Lintang Ayu Srtyani. Analisis Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan, Skripsi. 2019.
Lupiyoadi. lima faktor utama yang harus diperhatikan oleh Perusahaan. 2006.
Meithiana Indasari. Pemasaran dan Kepuasan Pelanggan, Skripsi, Surabaya: Unitomo Press. 2019.
Risna Hairani Sirompul. Faktor-Faktor Yang Mempengaruhi Pembelian Daging Ayam Di Pasar Impress Kota Padangsidimpuan Selama Pandemic Covid-19. Dalam Jurnal Studi Ekonomi Dan Kebijakan Publik, Vol. 7. No. 1. 2023.
Sansarulaini. Pengaruh Kesadaran Wajib Pajak Dan Pelayanan Wajib Pajak Terhadap Kepatuhan Wajib Pajak Pada KPP Pratama Padangsidimpuan, Skripsi, Padangsidimpuan, Mahasiswa Uin Syahada Padangsidimpuan. 2022.
