Influence of Customer Trust and Price Perception on Customer Satisfaction at PT Arindo Jaya Mandiri Semarang

Arum Suprapti; Kurniani

doi:10.32497/jobs.v11i1.7709

Authors

Arum Suprapti Politeknik Negeri Semarang
Kurniani Politeknik Negeri Semarang

DOI:

https://doi.org/10.32497/jobs.v11i1.7709

Keywords:

Customer Trust, Price Perception, Customer Satisfaction

Abstract

This study aims to analyze the influence of customer trust and price perception on customer satisfaction at PT Arindo Jaya Mandiri Semarang. This study used a quantitative approach with a saturated sampling method, where all the company's customers during the 2023–2024 period were sampled. Data processing was performed using SPSS version 20, with analysis techniques including validity testing, reliability testing, classical assumption testing, multiple linear regression analysis, coefficient of determination, F-test, and t-test. The results showed an Adjusted R Square value of 0.541, indicating that customer trust and price perception simultaneously influence customer satisfaction by 54.1%. The remaining 45.9% is influenced by other variables not examined, such as service speed, communication, and external market conditions

References

Ahmedov, I. (2020). The Impact Of Digital Economy On Internatio nal Trade. European Journal of

Business and Management Research , 5(4), 1–7. https://doi.org/10.24018/ejbmr.2020. 5.4.389

Aprileny, I., Imalia, I., & Emarawati, J. A. (2021). Pengaruh Harga, Fasilita s dan Lokasi terhadap Keputusan Pembelian. Ikraith Ekonomika, 4(3), 2–10. http://repository.stei.ac.id/id/eprint/2 409

Apriliani, N. L. P., Anggraini, N. P. N., & Ribek, P. K. (2022). Pengaruh Persepsi Harga, Kualitas Pelayanan dan Fasilitas Terhadap kepuasan Konsumen pada Water Garden Hotel Candidasa Bali. Jurnal Emas, 3(3), 217–230.

Ariyanti, W. P., Hermawan, H., & Izzuddin, A. (2022). Pengaruh Harga dan Lokasi terhadap Kepuasan Pelanggan. Jurnal Manajemen Sumber Daya Manusia, Administrasi Dan Pelayanan Publik, 9(9(1)), 85–94.

Desfitriady, Afifah, W. N., & Ikrimah, A. L. M. (2023). Pengaruh Kepercayaan dan Kualitas Produk terhadap Keputusan Pembelian pada Shopee. Jurnal, Jpekbm Ekonomi,Pendidikan,7(2),125–136. https://doi.org/https://doi.org/10.326 82/jpekbm.v7i2.3157

Fadhli, K., & Dwi Pratiwi, N. (2021). Pengaruh Digital Marketing, Kualitas Produk, dan Emosiona l terhadap Kepuasan Konsumen Poskopi Zio Jombang. Jurnal Inovasi Penelitian, 2(2), 603–612.

Fajar Saputro, & Muhammad Jalari. (2023). Pengaruh Kualitas Produk, Kualitas Pelayanan, dan Harga terhadap Kepuasan Pelanggan Roti Bakar. Jurnal Riset Manajemen, 1(3), 266–285. https://doi.org/10.54066/jurma.v1i3. 639

Ferdinand, A. (2014). Metode Penelitian Manajemen (5th ed.). Ksatria Utama Austin.

Ghozali, I. (2018). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25 (A. Tejokusumo (ed.); 9th ed.). Badan Penerbit Univeris tas Diponogoro.

Ghozali, I. (2021). Aplikasi Analisis Multivariate Dengan Program SPSS 26. In Badan Penerbit Universitas Diponegoro.

Hana, A., Suprapto, A., & Andina, A. (2023). Buku Ajar Pemasaran Jasa. In I. Silfiana Arifatul (Ed.), Sustainability (Switzerland) (1st ed., Vol. 11, Issue 1). Tiga Cakrawala.

Hardani, Helmina Andriani, Jumari Ustiawaty, Evi Fatmi Utami, Ria Rahmatul Istiqomah, Roushandy Asri Fardani, Dhika Juliana Sukmana, N. H. A. (2020). Buku Metode Penelitian Kualitatif. In Revista Brasileira de Linguística Aplicada (Vol. 5, Issue 1).

Kalangi, M. H. E., Wijonarko, G., & Kristiawati, I. (2024). Inter Multimoda Freight Forwarding (M. H. E. Kalangi (ed.); 1st ed.). Scopindo Media Pustaka.

Lesmana, N., Hakim, I., Sanjaya, A., Marsin, I. S., Prasetyo, E., Witiyastuty, H., & Jamal, I. (2022). Manajemen Pemasaran (H.S.Herman (ed.); 1st ed.). Strategy Cita Semesta.

Luttermann, S., Kotzab, H., & Halaszovich, T. (2020). The Impact Of Logistics Performance On Exports, Imports and Foreign Direct Investment. World Review of Intermodal Transportation Research, 9(1), 47–62. https://doi.org/10.1504/WRITR.20 20.106444

Massie, C., Tawas, H. N., & Poluan, J. G. (2023). Pengaruh Partner Relationship Marketing dan Persepsi Harga terhadap Kepuasan dan Loyalitas Distributor Pada Pt. General Aromatics (Branch Sulut). Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 11(4), 1082–1095. https://doi.org/10.35794/emba.v11i4.52341

Muhammad Syafi’i. (2023). Pengaruh Kualitas Pelayanan, Persepsi Harga,dan Persepsi Nilai terhadap Kepuasan Pelanggan Rocket Chicken Kecamatan Ngawen. Skripsi.

Mutiara, S., Hamid, R. S., & Suardi, A. (2020). Pengaruh Kualitas Layanan Persepsi Harga dan Cita Rasa terhadap Kepuasan Konsumen. Jurnal Ekonomi & Ekonomi Syariah, 4(1), 411–427.https://doi.org/10.36778/jesya.v4i1.3 00

Natasya, N., & Yudhira, A. (2023). Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan Pelanggan Go-Ride Di Gojek pada Mahasiswa/I Fakultas Ekonomi dan Bisnis Universitas Tjut Nyak Dhien. Jurnal Manajemen dan Bisnis, 2(1), 128–145.https://doi.org/10.36490/jmdb.v2i1.7 69

Oliver, R. L. (2009). Satisfaction : A Behavioral Perspective on the Consumer. In Sustainability (Switzerland) (Second Edi, Vol. 11, Issue 1). Taylor & Francis.

Priwastyani, T., Fitriadi, B. W., & Pauzy, D. M. (2022). Pengaruh Persepsi Harga dan Kualitas Pelayanan terhadap Kepuasan Konsumen Bakso Baturetno. Insight Management Journal, 3(1), 11–21. https://doi.org/10.47065/imj.v3i1.21 2

Renald, V., Rosyafah, S., & Noviandari,I. (2021). Pengaruh Kualitas Produk Pelayanan dan Persepsi Harga terhadap Kepuasan Pelanggan di PT. Supravisual Mandiri Surabaya. Benchmark. 1(2),105–113. https://doi.org/10.46821/benchmar k.v1i2.148

Sani, M. (2024). Strategi Inovasi Produk Dalam Mencapai Keunggulan Kompetitif. 4(1), 1–5. https://doi.org/28307747

Sugiyono. (2023). Metode Penelitian Kuantitatif, Kualitatif, dan R&D (Sutopo (ed.); Edisi Kesa). ALFABETA.

Suhartini, Haeril, Lely, A., & Awaluddin. (2023). Manajemen Pemasaran Perusahaan (M. Asdar (ed.)). Lajagoe Pustaka.

Susilo, A. (2024). Strategi Meningkatkan Behavior Loyalty, Service Quality, Customer Satisfaction (1st ed.). Zifata ma Jawara.

Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Thiam Hock, R. L., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The Effects Of Service Quality, Perceived Value And Trust In Home Deliver y Service Personnel On Customer Satisfaction: Evidence From A Developing Country. Journal of Retailing and Consumer.Services,63(August),102 721.https://doi.org/10.1016/j.jretco nser.2021.102721

Wardhana, A. (2024). Customer Behavior in The Digital Era 4.0. In

M. Pradana (Ed.), Kepercayaan Pelanggan (1st ed., Issue August). CV Eureka Media Aksara.

Widodo, S., Ladyani, F., Asrianto, L. O., Rusdi, Khairunnisa, Lestari, S. M. P., Wijayanti, D. R., Devriany, A.,

Hidayat, A., Dalfian, Nurcahyati, S., Sjahriani, T., Armi, Widya, N., & Rogayah. (2023). Metodologi Penelitian. In Cv Science Techno Direct.

Yulius, Y. (2023). Pengantar Dasar Strategi Pemasaran Jasa. In E. Sumayanti (Ed.), Pengantar Dasar Strategi Pemasaran Jasa (1st ed., Vol. 76). Widina Media Utama. www.freepik.com

Yusri, A. Z. dan D. (2020). Teori, Metode dan Praktik Penelitian Kualitatif. In Jurnal Ilmu Pendidikan (Vol. 7, Issue 2).

Zahratulaini, & Evyanto, W. (2023). Pengaruh Kepercayaan, Nilai Pelanggan dan Citra Perusahaan terhadap Kepuasan Pelanggan pada Kantor Pos Belakang Padang. Journal Of Economic Bussines, 55(4), 524–530.

https://doi.org/10.1134/s0514749219 040037