PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN PADA JASA PENGIRIMAN SICEPAT EXPRESS MALANG

This study aims to determine and analyze the positive and significant influence of Service Quality and Trust partially on Customer Satisfaction of SiCepat Express Expedition Services in Malang City. A total of 115 Respondents of SiCepat Express Expedition Service Customers in Malang City were selected as respondenst using purposive sampling technique. This study utilitizes primary data collected through questionnaires distributed via Google Form. The data analysis technique applied is multiple linear regression analysis assisted by the SPSS 25 program. The results of the study indicate that Service Quality has a significant effect on Customer Satisfaction and Trust has a significant effect on Customer Satisfaction. the service quality is the dominant variable that affects customers satisfaction.