INNOVATION, SERVICE QUALITY, CUSTOMER TRUST DAN CUSTOMER SATISFACTION PADA CUSTOMER TOKO INDOMARET HO PIK JAKARTA
Abstract
either directly or indirectly through the mediating effect of customer trust. This study discusses about
customer satisfaction on application klik indomaret customer in HO PIK Jakarta. The object of the research
is klik indomaret users in HO PIK Jakarta, with 115 respondents participated as the samples. This study
uses quantitative method with purposive random sampling as sampling method. The analysis techniques
used are descriptive analysis and Structural Equation Modeling (SEM) using SmartPLS v.3.0. The results
of this research indicated that innovation disclosure has a positive influence on customer trust, service
quality has not influence on customer trust, innovation has no influence on customer satisfaction, service
quality has a positive influence on customer satisfaction, customer trust has a positive influence on
customer satisfaction
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