PENGARUH PERSEPSI KUALITAS PRODUK, PERSEPSI KUALITAS PELAYANAN DAN TRUST PADA KEPUASAN KONSUMEN DI PERUSAHAAN TAKSI PT. KOSTI SOLO

Abstract

The purpose of this study was to determine the effect of: (1) perceptions of product quality to consumer satisfaction, (2) perceptions of service quality to consumer satisfaction, (3) trust to the satisfaction of consumers, and (4) influence perceptions of product quality, perceptions of service quality, and trust to the satisfaction of consumers. Sample of this study is part of representing consumers in the use of taxi services in PT. Kosti Solo, at least once a one-time use within the last month amounted to 100 persons and sample collection techniques using convenience sampling. Data analysis techniques used by multiple linear regression analysis with SPSS. The results of research showed that there is a positive effect and significant: 1) perceptions of product quality to consumer satisfaction, 2) perceptions of service quality to consumer satisfaction; 3) Trust to the consumer satisfaction, and 4) perceptions of service quality, product quality, and trust to the consumer satisfaction at PT. Kosti Solo.