Keywords
kepuasan pelanggan
kualitas layanan
perceived value
How to Cite
Abstract
Tujuan dari penelitian ini untuk mengetahui pengaruh kualitas layanan, perceived value dan kepercayaan terhadap kepuasan pelanggan pada layanan jasa pengiriman. Analisis data menggunakan metode PLS-SEM, terdapat 254 responden dengan teknik convenience sampling. Hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh positif terhadap kepuasan pelanggan, kualitas layanan berpengaruh positif terhadap kepercayaan, perceived value berpengaruh positif terhadap kepuasan pelanggan, perceived value bepengaruh positif terhadap kepercayaan dan kepercayaan berpengaruh positif terhadap kepuasan pelanggan.
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