Pengaruh Kualitas Pelayanan dan Kepercayaan Pelanggan terhadap Kepuasan Pelanggan PT Bumi Daya Plaza di PT PAL Indonesia

Penelitian ini untuk mengetahui pengaruh variabel kualitas pelayanan (X1) dan kepercayaan pelanggan (X2) terhadap kepuasan pelanggan (Y) PT Bumi Daya Plaza di PT PAL Indonesia. Tujuan dari penelitian ini untuk mengetahui dan menganalisis seberapa pengaruh kualitas pelayanan dan kepercayaan pelanggan secara parsial dan simultan terhadap kepuasan pelanggan. Metode penelitian ini menggunakan pendekatan kuantitatif. Pengumpulan data dilakukan secara online dengan menyebarkan kuesioner kepada 100 responden. Alat analisis menggunakan SPSS melalui beberapa tahapan uji sebagai berikut: Uji Instrumen, Uji Validitas, Uji Reliabilitas, Analisis Deskriptif, Uji Asumsi Klasik, dan Uji Hipotesis.
Hasil penelitian menujukkan bahwa: (1) kualitas pelayanan perpengaruh positif dan signifikan terhadap kepuasan pelanggan PT Bumi Daya Plaza di PT PAL Indonesia, (2) kepercayaan pelanggan berpengaruh positif dan signifikan terhadap kepuasan pelanggan PT Bumi Daya Plaza di PT PAL Indonesia, (3) kualitas pelayanan dan kepercayaan pelanggan berpengaruh secara simultan terhadap kepuasan pelanggan PT Bumi Daya Plaza di PT PAL Indonesia.

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This study aims to determine the effect of service quality variables (X1) and customer trust (X2) on customer satisfaction (Y) of PT Bumi Daya Plaza at PT PAL Indonesia. The purpose of this study was to determine and analyze how much service quality and customer trust partially and simultaneously affect customer satisfaction. This research method used was a quantitative approach. Data collection was carried out online by distributing questionnaires to 100 respondents. The analysis tool used was SPSS through several test stages as follows: Instrument Test, Validity Test, Reliability Test, Descriptive Analysis, Classical Assumption Test, and Hypothesis Test.
The results of the study showed that: (1) service quality has a positive and significant effect on customer satisfaction of PT Bumi Daya Plaza at PT PAL Indonesia, (2) customer trust has a positive and significant effect on customer satisfaction of PT Bumi Daya Plaza at PT PAL Indonesia, and (3) service quality and customer trust have a simultaneous effect on customer satisfaction of PT Bumi Daya Plaza at PT PAL Indonesia.