PENGARUH FAKTOR KEPERCAYAAN KONSUMEN, KETEPATAN WAKTU PENGIRIMAN, TARIF PENGIRIMAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (STUDI PADA KONSUMEN JASA PENGIRIMAN BARANG J&T EXPRESS)

This study aims to analyze the effect of consumer trust, timeliness of delivery, delivery rates, and quality of service on consumer satisfaction with consumers of J&T Express freight forwarding services. The object used in this study is the J&T Express freight forwarding service. The subjects in this study were people who had used J&T Express freight forwarding services. This research was conducted by taking a sample of 140 respondents determined by the non-probability sampling technique with purposive sampling method and obtained by distributing questionnaires using google forms. The analytical tool used in this research is Multiple Linear Regression using validity test, reliability test, coefficient of determination test, F test and t test using Statistical Product and Service Solution (SPSS) 25. Based on data analysis, the results of the tests carried out show that consumer trust has a positive and significant effect on customer satisfaction, on time delivery has no significant effect on customer satisfaction, delivery rates have no significant effect on customer satisfaction, and service quality has a positive and significant effect on customer satisfaction.