The Effect of Service Quality and Consumer Trust on Consumer Satisfaction at Aisha Pet Shop, Cirendeu, South Tangerang City
DOI:
https://doi.org/10.58174/ijimes.v1i1.16Keywords:
Quality of Service; consumer trust; Consumer Satisfaction.Abstract
The purpose of this study is to determine the influence of service quality and consumer trust on consumer satisfaction at Aisha Pet Shop, Cirendeu, South Tangerang City. The method used is quantitative. The sampling technique used the slovin formula and a sample of 98 respondents was obtained. Data analysis used validity test, reliability test, classical assumption test, regression analysis, correlation coefficient, determination coefficient and hypothesis test. The population in this study is consumers of Aisha Pet Shop, Cirendeu, South Tangerang City and the number of saturated samples amounted to 98 respondents. The method of data collection is through questionnaires with a likert scale, observation, and literature study. The results of this study are that the quality of service has a significant effect on consumer satisfaction with a determinationcoefficient of 43.5% and the hypothesis test was obtained t > t table or (8,602 > 1,985). Consumer confidence had a significant effect on consumer satisfaction with a determinationcoefficient of 39.3% and a hypothesis test obtained t > t table or (7,887 > 1,985). The quality of service and consumer trust simultaneously had a significant effect on consumer satisfaction with the regression equation Y = 6.539 + 0.449X1 + 0.387X2, nii the determination coefficient was 55.9% while the remaining 44.1% was influenced by other factors. The hypothesis test obtained the value of F calculated > F table or (60.236 > 2.700).
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