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All Journal Journal of Managerial Sciences and Studies
Muhamad Junaidi
University 45 Surabaya
Humanities Decision Sciences, Operations Research & Management Social Sciences

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Journal : Journal of Managerial Sciences and Studies

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THE IMPACT OF SERVICE QUALITY AND TRUST ON CUSTOMER SATISFACTION Muhamad Junaidi; Achmad Daengs GS; Rina Dewi; Enny Istanti; Ruchan Sanusi
Journal of Managerial Sciences and Studies Vol. 1 No. 3 (2023): December: Journal of Managerial Sciences and Studies
Publisher : PT. Mawadaku Sinergi Solusindo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61160/jomss.v1i3.25

Abstract

Nowadays business competition cannot be avoided, whether in the form of products or services, so the business always has its strategy to win. In this condition, service is the most important factor that must be built and provided to customers. Therefore, service must be quality. With quality service, customers will also be satisfied and then they will not leave the company. Quality service is characterized by the number of consumers who are satisfied with the service. PT. TIKI Pakis Surabaya Branch is the object of research because service quality is very important. Theoretically, there are five dimensions of service quality such as tangibles, reliability, responsiveness, assurance, and empathy which can influence customer satisfaction. This research aims to determine the effect of service quality on customer satisfaction. Structural equation modeling (SEM) is used to analyze primary and secondary data. With a probability level of ≥ 0.10, it was found that the assurance dimension can build unidimensionality of service quality, while the tangibles, reliability, responsiveness, and empathy dimensions cannot. Therefore, it can be concluded that quality assurance is the dominant factor that causes customer satisfaction.
Co-Authors Achmad Daengs GS Enny Istanti Rina Dewi Ruchan Sanusi