JEFMS Journal

ABSTRACT:

This study aims to examine the trust as a moderating and mediating variable on the effect of servqual on customer satisfaction. The data in this study were collected from students of the Faculty of Economics, Halu Oleo University, Kendari City, Indonesia, totaling 127 as respondents who used delivery services to three providers, namely; Grab, Maxim, and Kukurio. The sampling technique used is purposive sampling. Data was collected using a research instrument with google form via Whatsapp. The collected data was then analyzed using Partial Least Squared (PLS) to test the research models developed in this study. The results of the study provide information that servqual has a significant effect on trust, servqual has a significant effect on customer satisfaction, and trust also has a significant effect on customer satisfaction. The test results also show that trust can strengthen the effect of servqual on customer satisfaction, and trust can also mediate the indirect effect of servqual on customer satisfaction.

KEYWORDS:

Servqual, Trust, Satisfaction, Delivery Service
JEL Classification : M31

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