Pengaruh Kepercayaan dan Komplain terhadap Kepuasan Pelanggan di J&T Express Lumajang

Abstract

This research was conducted based on the increasing needs of human life for freight forwarding services. Making companies actively compete for market share. Customer satisfaction itself is different for each individual, influenced by all aspects including trust and complaints. This study aims to determine the effect of trust and complaints on customer satisfaction at J&T Express Lumajang. The population in this study is the customers who sent the package to the J&T Express company. Samples taken in this study were 45 respondents. The sample of this research was simple random sampling technique. Data collection techniques using a questionnaire. Data analysis uses multiple linear regression analysis techniques. The results of this study indicate simultaneously or together that trust and complaints influence customer satisfaction at J&T Express Lumajang. And partially, trust affects customer satisfaction, while complaints do not affect customer satisfaction at J&T Express Lumajang. The results of the coefficient of determination are influenced by these 2 variables known to be 36.3% while the rest are influenced by variables outside this study.