PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN DENGAN KEPERCAYAAN SEBAGAI VARIABEL INTERVENING (Studi Kasus Pada Konsumen Pizza Hut Dinoyo Malang)

Abstract

ABSTRACT

The purpose of this research is to know and analyze the influence of quality of service on trust. To know and analyze the influence of quality service to customer satisfaction. To know and analyze the trust that affects customer satisfaction. To know and analyze the quality of the indirect effect of service to customer satisfaction with the trust as a variable intervening. This type of research is explanatory research. This research was conducted on the consumer of Pizza Hut Dinoyo Malang. The population in the study is all consumers who have ever bought in Pizza Hut Dinoyo Malang in March 2019 to April 2019 as many as 1500 consumers. Research samples amounted to 97 respondents with accidental sampling techniques.

The results showed a direct influence on the quality of service to trust. There is a direct influence of quality service to customer satisfaction. There is a direct influence on the trust of customer satisfaction. There is an indirect influence on quality of service to customer satisfaction with the trust as a intervening variable.

Keywords: Quality of service, customer satisfaction, trust