Pengaruh Kualitas Layanan dan Kepercayaan terhadap Kepuasan Pelanggan Jasa Ekspedisi Anteraja di Kota Malang

The purpose of this research is to describe and determine the effect of service quality and trust on customer satisfaction of Anteraja expedition services. The type of research in preparing this thesis is explanatory research. The respondents in this study were 115 samples using a purposive sampling technique. The data analysis
technique used is descriptive analysis. The results of the research show that service quality has a positive and significant effect on customer satisfaction of Anteraja expedition services, meaning that the better the service quality from Anteraja, the more customer satisfaction will increase. Trust has a positive and significant effect
on customer satisfaction, meaning that the higher the customer's trust in Anteraja, the more customer satisfaction will increase.