THE INFLUENCE OF CONSUMER TRUST AND EMOTION ON CONSUMER SATISFACTION IN THE BUMI KEPANDUAN SENTUL BOGOR UNIT

Abstract

Background - Tourism is one sector that has the potential to become a source of foreign exchange for the
country. Tourism also has a big influence on the economy of a region or destination country, one of which is
camping ground natural tourism.
Purpose - This research examines consumer trust, emotions and consumer satisfaction. The population in this
study were consumers of the Bumi Kepanduan Sentul Bogor Unit who had visited at least twice. The sample in
this study was 100 respondents.
methodology - The data collection technique uses a questionnaire whose validity and reliability have been tested.
The data analysis technique used is descriptive descriptive analysis, multiple linear regression with classical
assumption tests.
Findings - The research results show that 1) Consumer trust and emotions have a positive and significant effect
on consumer satisfaction; 2) Consumer trust has a positive and significant effect on consumer satisfaction; 3)
Emotions have a positive and significant effect on consumer satisfaction.
Originality - From the hypothesis results, there is an influence of consumer trust on consumer satisfaction and
this is confirmed by previous research by Purnama (2019) showing that the Trust variable has a positive and
significant influence on the Consumer Satisfaction variable.