| dc.description.abstract |
This study aims to determine the effect of the effect of service quality on
customer satisfaction, the influence of trust on customer satisfaction, the influence
of service quality and trust together on customer satisfaction at gas stations
44.522.23, Janegara, Jatibarang, Brebes. This research uses a quantitative
descriptive approach and the type of research is a case study supported by a
survey. The method used in this study is the correlational research method, which
is research that aims to determine whether there is an association between two or
more variables, and how far the correlation exists between the variables studied.
The population in this study is all customer satisfaction at gas stations 44,522,23,
Janegara, Jatibarang, Brebes. The sampling technique with nonprobability
sampling by means of purposive sampling was determined as many as 99
respondents. The data used is primary data in the form of questionnaire
instruments. Data analysis techniques with multiple regression analysis. The
results of the study obtained a significance value (Sig) of service quality variables
of 0.000 and trust of 0.000 < a value of Sig. 0.05, which means that there is an
influence of service quality on customer satisfaction and the influence of trust on
customer satisfaction. The F value of the table is 82.817 > from F count 2.66,
then service quality and trust simultaneously have a significant influence on
customer satisfaction. The ability of service quality and trust variables in this
study affected customer satisfaction at gas stations 44,522,23, Janegara,
Jatibarang, Brebes by 71.70%, while the remaining 28.30% was explained by
other variables. |
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