PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN MEREK TERHADAP KEPUASAN KONSUMEN JASA PENGIRIMAN SI CEPAT KASIN KOTA MALANG

The purpose of this study is to determine the effect of service quality and brand trust on customer satisfaction. The research method used is quantitative research. The population in this study is consumers of Si Cepat Kasin Kota Malang delivery services. The sample in this study consists of 130 users or consumers of Si Cepat Kasin Kota Malang. Data collection techniques were conducted through observation and questionnaires. The data analysis methods used were scale range and multiple linear regression, and hypothesis testing was assisted by SPSS software. The results of this study indicate that service quality has a positive and significant effect on customer satisfaction, brand trust has a positive and significant effect on customer satisfaction, and brand trust is the more dominant variable influencing customer satisfaction.