Hidayatullah, Andik Asuchii, Supriadi, Bambang ORCID: https://orcid.org/0000-0002-3377-7065 and Natsir, Mohkhamad (2021) Improving the Quality of Service and Customer Satisfaction through Trust Company Image. East African Scholars Journal of Economics, Business and Management, 4 (8). pp. 177-184. ISSN 2617-4464 (Print) | 2617-7269 (Online)

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Abstract

CV Asuchii Hidayatullah Company is engaged in the furniture business in Probolinggo, East Java. Competition in the furniture sector in Probolinggo is very tight. Cv Asuchii Hidayatullah is engaged in processed furniture from raw materials to semi-finished and processed into mass produced goods. The furniture products offered are in the form of tables, chairs, cabinets, and others. Furniture sales at CV. Asuchii Hidayatullah implements a process according to customer requests (purchase by order), besides that CV. The population of this study was 3,128 furniture consumers with the period 2019 – 2020. The determination of the number of samples used by the author in this study was based on the Slovin method as a measuring tool to calculate the sample size; the number of respondents was 100 respondents. They are observing the results of research findings that Service Quality and Customer Trust can improve a corporate image in CV. Asuchii Hidayatullah Probolinggo, Service Quality and Customer Trust can increase customer satisfaction at CV. Asuchii Hidayatullah Probolinggo, thus Quality of Service and Customer Trust can increase customer satisfaction in CV. Company image can increase customer satisfaction in CV. Asuchii Hidayatullah Probolinggo, Corporate Image has not been able to mediate the influence of Service Quality and Customer Trust on Customer Satisfaction through the CV. Asuchii Hidayatullah Probolinggo, The study results show that corporate image has not been able to mediate between the influence of service quality and customer trust on customer satisfaction through the CV. Auschi Hidayatullah Probolinggo, we suggest that other researchers can re-test on different companies and different cases. Because Corporate Image has not been able to mediate the effect of Service Quality and Customer Trust on Customer Satisfaction, we suggest that other researchers test it with variables such as Word of Mouth.

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