The The Influence of E-Service Quality and Customer Satisfaction on The Trust of Maxim Online Transportation Users

Abstract

Service quality and customer satisfaction continue to be prioritized and are very important factors for e-commerce success. Maxim is an online transportation service for people that makes activities such as pick-up and drop-off, delivering goods or ordering food easier. However, there are still many complaints felt by Maxim application users, which has an impact on user trust. Therefore, this research aims to find out how much influence E-Service Quality and Customer Satisfaction have on the Trust of Maxim Online Transportation Users (Case Study of Students of the Management Study Program, University of North Sumatra). The research method used in this research is associative with a quantitative approach. The data collection technique in this research was carried out by distributing questionnaires to 84 respondents. The data analysis technique uses multiple linear regression analysis. The research results show that (1) E-Service Quality has a positive and significant effect on User Trust (2) Customer Satisfaction has a positive and significant effect on User Trust (3) E-Service Quality and Customer Satisfaction simultaneously have a positive and significant effect on User Trust.