PERAN KEPERCAYAAN MEMEDIASI KUALITAS PELAYANAN DENGAN NIAT MENGGUNAKAN KEMBALI (STUDI PADA KONSUMEN TAXI BLUE BIRD)

Abstrak

ABSTRACT

Rapid technological developments bring changes to service businesses. Companies must make adjustments to avoid bankruptcy due to environmental changes, but many companies that remain and still exist. PT Blue Bird Group is a transportation company, this company has long appeared in business in Indonesia. Amidst the tight competition of transportation, PT Blue Bird taxi company continues to improve the quality of service so that consumers believe that consumers intend to reuse the services of PT Blue bird. One way to remain exist and survive, companies must increase consumer confidence by improving the services delivered. The purpose of this study is to explain the effect of service quality on the intention of reuse, explain the effect of service quality on trust, explain the influence of trust on the intention of reuse.

This research was conducted in Denpasar City. The population of Blue Bird transport users with 130 respondents using non probability sampling technique. Data were collected by using 5-level Likert scale questionnaire. The data that have been collected is processed by using Path Analysis analysis technique.

The results of this study indicate that the quality of service has a positive and significant impact on the intention of re-use, the quality of service has a positive and significant impact on customer trust, customer confidence has a positive and significant effect on the intention of reuse, trust serves as mediation which is the renewal of this research. The results of this study contribute to science and provide input to similar transportation management. The renewal of this research has not been done in PT.Blue Bird Kota Denpasar.

Keywords: Service Quality, Trust, Reuse Intention.