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All Journal Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and Banking) Digital Bisnis: Jurnal Publikasi Ilmu Manajemen Dan E-commerce
Aswin Naldi Sahim
Universitas Mitra Bangsa Jakarta
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Influence of Service Quality and Employee Performance on Customer Satisfaction at the Contact Centre Unit of PT. Astra Honda Motor Jakarta Istiyani Susriyati; Aswin Naldi Sahim; Yeti Rohayati
Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and Banking) Vol. 11 No. 3 (2025): Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and
Publisher : STIE Indonesia Banking School

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35384/jemp.v11i3.838

Abstract

In today’s competitive business landscape, service quality and employee performance are critical determinants of customer satisfaction, especially within contact centre environments. This study investigates the simultaneous impact of service quality and employee performance on customer satisfaction at PT Astra Honda Motor’s (AHM) Contact Centre. Using a quantitative approach with descriptive and verificative methods, data were collected from 100 customers who interacted with the Contact Centre between October 2024 and January 2025. The research employed a structured questionnaire with a 5-point Likert scale and analyzed data using SPSS version 25. Results from the t-test show that both service quality and employee performance have a significant and positive partial effect on customer satisfaction. Furthermore, the F-test confirms their simultaneous influence, with a coefficient of determination (R²) of 0.214, indicating that 21.4% of the variance in customer satisfaction can be explained by the two variables. These findings are supported by previous studies and emphasize the importance of responsiveness, reliability, competence, and communication in enhancing customer experience. The study concludes that improving service delivery and empowering employees are essential strategies for increasing customer satisfaction and fostering loyalty in competitive service-driven industries like
Pengaruh Dukungan Sistem Digital terhadap Efektivitas Kerja dengan Fragmentasi Kerja Digital dan Kelelahan Digital sebagai Mediator pada Direktorat Pengelolaan Data dan Penyajian Informasi Aparatur Sipil Negara Badan Kepegawaian Negara Helmi Wardhani; Aswin Naldi Sahim; Sukiman Sukiman
Digital Bisnis: Jurnal Publikasi Ilmu Manajemen dan E-Commerce Vol. 5 No. 3 (2026): September : Digital Bisnis: Jurnal Publikasi Ilmu Manajemen dan E-Commerce
Publisher : Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30640/digital.v5i3.7663

Abstract

This study aims to analyze the impact of digital system support on work effectiveness and to examine the roles of digital work fragmentation and digital fatigue as mediating variables within the Directorate of State Civil Apparatus Data Management and Information Presentation at the National Civil Service Agency (BKN). A quantitative approach with an explanatory design was employed. Data were collected via questionnaires distributed to 40 employees and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.1 software. The results indicate that digital system support has a positive and significant effect on work effectiveness. Digital work fragmentation also significantly and positively affects work effectiveness, emerging as the variable with the greatest contribution to the research model. Conversely, digital fatigue does not have a significant effect on work effectiveness. Mediation analysis reveals that digital work fragmentation partially mediates the relationship between digital system support and work effectiveness, whereas digital fatigue was not found to act as a mediator. These findings suggest that work effectiveness in a digital-based environment is driven more by the quality of system support and the management of work patterns than by individual psychological factors. Therefore, organizations need to enhance the quality of digital systems while optimizing work design and workflow integration to foster improved employee work effectiveness.
Co-Authors Helmi Wardhani Istiyani Susriyati Sukiman Sukiman Yeti Rohayati