THE INFLUENCE OF SERVICE QUALITY, CUSTOMER TRUST, AND PERCEIVED VALUE ON CUSTOMER SATISFACTION PT BINTANG MITRA SEJATI JEMBER
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Abstract
Abstrak: PT Bintang Mitra Sejati (BMS) merupakan perusahaan yang bergerak dalam distributor makanan ringan yang bergerak di daerah Jember. Berdasarkan hasil wawancara dengan Manajer Pemasaran BMS Jember dari hasil tersebut dapat diketahui bahwa ada empat hal yang ditemui sebagai permasalahan yang dihadapi perusahaan yaitu pada service quality, customer trust, perceived value, customer satisfaction. Tujuan dari penelitian ini yaitu untuk mengetahui faktor-faktor yang mempengaruhi customer satisfaction di PT Bintang Mitra Sejati (BMS) Jember. Jumlah sampel pada penelitian ini menggunakan rumus Slovin. Berdasarkan perhitungan tersebut, maka sampel yang dapat digunakan pada penelitian ini adalah sebanyak 124 orang. Peneliti menggunakan teknik pengambilan sampel non-probablity sampling. Jenis non-probablity sampling yang dimaksud adalah purpossive sampling. Dalam penelitian ini pengujian data akan dilakukan dengan menggunakan regresi linear berganda. Penelitian akan terlebih dahulu di uji melalui uji validitas dan uji reliabilitas beserta uji asumsi klasik. Penelitian ini melakukan rekapitulasi data isian google form untuk dianalisis menggunakan SPSS. Hasil yang diperoleh bahwa service quality berpengaruh terhadap customer satisfacftion, customer trust berpengaruh terhadap customer satisfacftion, dan perceived value berpengaruh terhadap customer satisfaction.
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