PENGARUH KEPERCAYAAN, HARGA, KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN KONSUMEN

(STUDI PADA PT BONITA ANUGRAH PRATAMA DI JAKARTA PERIODE OKTOBER - DESEMBER 2018)

Abstract

The purpose of this study was to determine the effect of trust, price, service quality and facilities on customer satisfaction (Study at PT Bonita Anugrah Pratama). To find out the influence of these variables, the authors collected data by distributing questionnaires directly to 81 respondents. The sampling technique used is probability sampling and simple random sampling with respondents using the Umrah package services. The measurement of these variables uses a Likert scale, with five levels of answers. Data obtained from the results of the questionnaire were processed into interval data using SPSS 22 data processing software. The analytical tool used was correlation analysis, multiple linear regression analysis, coefficient of determination analysis (R²), and hypothesis testing namely t test (partial). The results of the research partially show that trust, price, service quality and facilities have a significant and positive effect on consumer satisfaction of users of Bonita's umrah travel service.