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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan dan kepercayaan terhadap kepuasan konsumen, serta perannya dalam membangun citra perusahaan. Kualitas pelayanan dan kepercayaan merupakan faktor penting yang dapat memengaruhi pengalaman dan persepsi konsumen terhadap perusahaan. Kepuasan konsumen tidak hanya menjadi indikator keberhasilan layanan, tetapi juga menjadi mediasi yang berperan dalam membentuk citra positif perusahaan di mata masyarakat. Pendekatan kuantitatif digunakan dalam penelitian ini dengan metode survei yang melibatkan responden dari pelanggan perusahaan yang menjadi objek penelitian. Data yang diperoleh dianalisis menggunakan teknik analisis jalur (path analysis) untuk menguji hubungan langsung dan tidak langsung antar variabel. Temuan dari penelitian ini diharapkan dapat memberikan wawasan yang lebih mendalam bagi perusahaan dalam meningkatkan kualitas pelayanan dan membangun kepercayaan konsumen, yang pada akhirnya berkontribusi pada peningkatan citra perusahaan secara keseluruhan Hasil penelitian menunjukkan bahwa kualitas pelayanan memiliki pengaruh positif yang signifikan terhadap kepuasan konsumen, yang pada gilirannya mempengaruhi citra perusahaan. Kepercayaan konsumen juga terbukti memiliki dampak positif yang signifikan terhadap kepuasan konsumen, yang memperkuat citra perusahaan. Selain itu, kepuasan konsumen berfungsi sebagai mediator yang signifikan dalam hubungan antara kualitas pelayanan dan citra perusahaan. Penelitian ini menegaskan bahwa kualitas pelayanan dan kepercayaan konsumen adalah faktor penting dalam meningkatkan kepuasan konsumen dan memperbaiki citra perusahaan. Temuan ini memberikan wawasan penting bagi perusahaan untuk fokus pada peningkatan kualitas layanan dan penguatan hubungan dengan konsumen guna mencapai kepuasan yang lebih tinggi dan memperbaiki citra perusahaan secara keseluruhan.

Keywords

Kualitas Pelayanan Kepercayaan Konsumen Citra Perusahaan

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Nur Lena, & Syahputra, R. (2025). Analisis Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Konsumen, Dalam Membangun Citra Perusahaan. Economics and Digital Business Review, 6(2), 148–160. https://doi.org/10.37531/ecotal.v6i2.2340
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