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Bertha Musty
IDE LPKIA
Computer Science & IT Economics, Econometrics & Finance Environmental Science

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DI PT. PANCASONA TATA NUSA Bertha Musty
Jurnal Komputer Bisnis Vol 19 No 1 (2026)
Publisher : LPKIA

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Abstract

This study aims to analyze the influence of service quality on customer satisfaction at PT. Pancasona Tata Nusa. In a highly competitive business environment, maintaining customer satisfaction is crucial for the company's sustainability and growth. The quality of service provided directly affects customer perceptions and loyalty. A quantitative research method with a descriptive approach was employed. Data were collected through observation, interviews, and the distribution of questionnaires to 72 respondents who are customers of PT. Pancasona Tata Nusa. Data analysis was conducted using simple linear regression. The results indicate that service quality has a positive and significant influence on customer satisfaction, contributing 88.6%, while the remaining 11.4% is influenced by other factors. This suggests that improving service quality will directly increase the level of customer satisfaction.
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