PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN, DAN BRAND IMAGE TERHADAP KEPUASAN KONSUMEN DALAM MENGGUNAKAN JASA PENGIRIMAN WAHANA EXPRESS DI SURABAYA

SANJAYA, MICHAEL (2023) PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN, DAN BRAND IMAGE TERHADAP KEPUASAN KONSUMEN DALAM MENGGUNAKAN JASA PENGIRIMAN WAHANA EXPRESS DI SURABAYA. Undergraduate thesis, Universitas Katolik Darma Cendika Fakultas Ekonomi.

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Abstract

For Wahana Express service companies that face competition from competitors, maintaining customer satisfaction is very important because if consumers feel dissatisfied it will be easy to change their minds and switch to using logistics services from competitors. High satisfaction creates emotional attachment to the company, thereby fostering loyalty. Satisfaction felt with Wahana Express services does not just happen, but there are several factors that influence it. This study aims to examine the effect of service quality, trust, and brand image on consumer satisfaction in using the Wahana Express delivery service in Surabaya. The research approach used in this research is quantitative. The sample in this research is Wahana Express consumers who live in Surabaya with a total of 75 people. The sampling technique was carried out by means of purposive sampling. The data collection technique used was a questionnaire. Based on the results of data processing, it can be explained that all statement items are declared valid and all variables are declared reliable, as well as the fulfillment of the classical assumptions. The results of the multiple linear regression test Y = 1.443 + 0.333X1 + 0.249X2 + 0.417X3. The t value of the effect of service quality (X1) on customer satisfaction (Y) is 3.596 > t table of 1.99394 with a significant level of 0.001 <0.05 so service quality has a significant effect on customer satisfaction. The t value of the effect of trust (X2) on consumer satisfaction (Y) is 2.253 > t table of 1.99394 with a significant level of 0.027 <0.05 so that trust has a significant effect on customer satisfaction. The t-count value of the effect of brand image (X3) on consumer satisfaction (Y) is 3.513 > t table of 1.99394 with a significant level of 0.001 <0.05 so that brand image has a significant effect on consumer satisfaction.

Item Type:	Thesis (Undergraduate)
Contributors:	Contribution Contributors NIDN/NIDK Email Thesis advisor INDRAWATI, LILIK NIDN0716077201 lilik.indrawati@ukdc.ac.id
Uncontrolled Keywords:	Service Quality, Trust, Brand Image, Consumer Satisfaction.
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi > Prodi Manajemen
Depositing User:	Gaudens Dillalino
Date Deposited:	22 Sep 2025 08:12
Last Modified:	22 Sep 2025 08:12
URI:	http://repositori.ukdc.ac.id/id/eprint/1745

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