Penelitian ini bermaksud mengeksplorasi hubungan antara berbagai faktor yang memengaruhi Customer Satisfaction dalam konteks layanan transportasi. Secara spesifik, penelitian bertujuan menganalisis bagaimana Accessibility, Safety, Economic Benefit, dan Traffic Management terhadap Customer Satisfaction melalui Trust dan Service Quality. Melalui penelitian ini, diharapkan dapat diperoleh pemahaman mendalam tentang mekanisme dan kontribusi masing-masing variabel dalam mempengaruhi pengalaman dan persepsi pelanggan terhadap layanan transportasi.Metode pengumpulan data dilakukan melalui penyebaran kuesioner dengan teknik snowball sampling, melibatkan 160 responden dengan kriteria khusus. Responden terdiri dari pria dan wanita berusia 18-60 tahun, berdomisili di Surabaya, dengan pengalaman menggunakan Gojek ride minimal dua kali dalam tiga bulan terakhir. Temuan penelitian mengungkapkan pola hubungan kompleks antarvariabel yang diteliti. Pertama, Accessibility tidak menunjukkan pengaruh yang bermakna terhadap Trust. Sebaliknya, variabel Safety memperlihatkan pengaruh signifikan pada Trust. Variabel Economic Benefit pun tidak memberikan dampak signifikan pada Trust. Variabel Traffic Management terbukti memiliki pengaruh paling kuat terhadap Trust. Selanjutnya, Trust secara signifikan memengaruhi Service Quality. Terakhir, Service Quality menunjukkan hubungan yang signifikan dengan Customer Satisfaction / This study aims to explore the relationship between various factors that influence Customer Satisfaction in the context of transportation services. Specifically, the study aims to analyze how Accessibility, Safety, Economic Benefit, and Traffic Management affect Customer Satisfaction through Trust and Service Quality. Through this study, it is expected to obtain an in-depth understanding of the mechanisms and contributions of each variable in influencing customer experience and perceptions of transportation services. The data collection method was carried out by distributing questionnaires using the snowball sampling technique, involving 160 respondents with specific criteria. Respondents consisted of men and women aged 18-60 years, domiciled in Surabaya, with experience using Gojek ride at least twice in the last three months. The research findings reveal a complex pattern of relationships between the variables studied. First, Accessibility does not show a significant influence on Trust. On the contrary, the Safety variable shows a significant influence on Trust. The Economic Benefit variable also does not have a significant impact on Trust. The Traffic Management variable is proven to have the strongest influence on Trust. Furthermore, Trust significantly affects Service Quality. Finally, Service Quality shows a significant relationship with Customer Satisfaction