Trust as A Mediation of the Influence of Experiential Marketing, Quality of Service and Customer Relationship Marketing on Consumer Satisfaction Fast Delivery Service in Surabaya

Abstract

Online-based freight transportation increases innovation opportunities by providing delivery services that satisfy the public every time they use the service. SiCepat is currently present as an online freight forwarder that serves delivery of goods to the territory of Indonesia. SiCepat also collaborates with several online stores in Indonesia to provide goods pick-up services, making it easier for people to buy online. The approach used is a quantitative method. The type of survey used is a descriptive survey. The population used in this survey are consumers who use the SiCepat delivery service, but the sample taken is 100 respondents using the target sampling technique. Data collection is done by distributing surveys through Google Forms. The data analysis technique used is Structural Equation Modeling (SEM) using the partial least squares (PLS) program. The results in this study indicate that: (1) There is a positive and significant effect of Experiential Marketing on Trust (2) There is a positive and significant effect of Service Quality on Trust (3) There is a positive and significant influence of CRM on Trust (4) There is a positive and significant effect Experiential Marketing on consumers (5) There is a positive and significant influence on the quality of service to consumers (6) There is a positive and significant influence on consumers (7) There is a positive and trusting effect on consumers.