Dzulfikri Azis Muthalib (1)
This study aims to analyse the effect of service quality and customer trust on customer satisfaction. Service quality is measured through the dimensions of tangibles, reliability, responsiveness, assurance, and empathy, while customer trust is measured based on the aspects of honesty, benevolence, and competence. The method used is a quantitative approach with multiple regression analysis techniques. Research data was collected through a questionnaire distributed to 55 customer respondents. The results showed that service quality had a positive and significant effect on customer satisfaction, indicating that the better the customer's perception of service reliability and responsiveness, the higher the level of satisfaction felt. Customer trust was found to have a positive and significant effect on customer satisfaction. This means that when customers feel that the service is honest, transparent, and consistent, their level of satisfaction increases. The practical implication of this study is that it is necessary to continuously improve service quality standards and maintain transparency and accountability in order to strengthen customer trust, thereby achieving long-term satisfaction and loyalty.
Alma, B. (2004). Manajemen pemasaran dan pemasaran jasa (Cet. ke-6). Bandung: Alfabeta.
Belch, G. E., & Belch, M. A. (2009). Advertising and promotion: An integrated marketing communication perspective (8th ed.). New York, NY: Pearson Education.
Djaslim, S. (2003). Intisari pemasaran dan unsur-unsur pemasaran. Bandung: Linda Karya.
Fatmawati, D., & Lestari, R. (2020). Service quality and trust in building customer satisfaction and loyalty in public utilities. International Journal of Service Management and Sustainability, 5(2), 123–135.
Gefen, D. (2000). E-commerce: The role of familiarity and trust. Omega, 28(6), 725–737.
Hakim, R., & Pratama, Y. (2022). The role of service quality and trust on customer satisfaction: Evidence from electricity consumers. Journal of Business and Management Review, 3(8), 487–498.
Hidayat, A., Prasetyo, B., & Rahayu, S. (2023). Service quality dimensions and their effect on customer satisfaction: A study in the public sector. Asian Journal of Business and Management, 11(1), 45–57.
Kotler, P. (2001). Manajemen pemasaran (Edisi Milenium, Jilid 1). Jakarta: Prenhallindo.
Kotler, P. (2005). Marketing management: The millenium edition. Upper Saddle River, NJ: Prentice Hall.
Kotler, P. (2008). Manajemen pemasaran (Edisi 12, Jilid 2). Jakarta: Indeks.
Kotler, P. (2009). Manajemen pemasaran (Jilid 1, Edisi 12, Cet. ke-3). Jakarta: Indeks.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Putri, A., & Nugroho, H. (2021). The mediating role of trust in the relationship between service quality and customer satisfaction. Journal of Economics and Business, 8(4), 220–230.
Rahmadani, N., Siregar, M., & Yusuf, A. (2021). Service quality and its impact on customer satisfaction in the electricity sector. Journal of Management Science, 19(2), 95–106.
Santoso, T., Dewi, L., & Arifin, R. (2021). Trust and satisfaction: Building sustainable customer relationships in public services. International Journal of Public Sector Performance Management, 7(3), 341–358.
Singarimbun, M., & Effendi, S. (1995). Metode penelitian survei. Jakarta: LP3ES.
Solimun. (2002). Multivariate analysis structural equation modelling (SEM) Lisrel dan Amos. Malang: Fakultas MIPA, Universitas Brawijaya.
Sugiyono. (2001). Metode penelitian bisnis. Bandung: Alfabeta.
Susanti, E., Wahyuni, R., & Prabowo, H. (2020). Customer trust and satisfaction in public services: The role of transparency and accountability. Journal of Administrative Science, 17(1), 67–78.
Swastha, B., & Irawan. (2003). Manajemen pemasaran modern (Edisi 2). Yogyakarta: Liberty.
Widodo, A., & Harsono, Y. (2022). Enhancing customer satisfaction through service quality improvement: Evidence from the utility industry. Journal of Business and Economic Development, 7(1), 15–25.