THE EFFECT OF SERVICE QUALITY ON CONSUMER SATISFACTION THROUGH CUSTOMER TRUST AS A MEDIATION

Abstract

In the context of service management, providing exceptional service quality helps to establish enduring relationships founded on trust in addition to meeting customer expectations. Consumer trust is an important point for the Company to support the achievement of the implementation of the Company's service quality to consumer satisfaction. This study aims to investigate how consumer trust functions as a mediating component in the link between customer pleasure and service quality. The study's population consists solely of consumers. who have used information services from BMKG, especially the Central Jakarta area and its surroundings with an unknown population, the sample collection technique uses the snowball sampling technique. Statistical data analysis uses statistical applications used for instrument testing, classical assumptions and hypotheses. The results of the study show that service quality and consumer trust have a direct effect on consumer satisfaction. Similarly, consumer trust directly affects consumer satisfaction, while the results of mediation testing prove that consumer trust can mediate the influence of service quality on consumer satisfaction. Suggestions for future researchers should be able to test the same variables on different objects so that the role of each variable can be generalized.