PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN PADA JASA PENGIRIMAN PT TIKI JALUR NUGRAHA EKA CABANG KOTA BLITAR

Technological advancements in the modern era have made human life more practical and efficient, ultimately changing consumer behavior and shopping habits, including in the realm of goods delivery. One company providing delivery services is PT. Jalur Nugraha Ekakurir (JNE) through JNE Express, which offers various package delivery services and more. This company has over 1,500 branches and service points spread across Indonesia. This study aims to analyze the impact of service quality and trust on customer satisfaction with JNE's delivery services in the Blitar City branch. The study employs a quantitative approach, with data collection using a non-probability sampling technique, involving a total of 95 respondents who are JNE Express customers in the Blitar area and have used the delivery service within the past 4 months. The analysis tool used in this study is multiple regression analysis. The study results indicate that service quality affects customer satisfaction with JNE's delivery services in the Blitar City branch, while trust does not have a significant impact on customer satisfaction.