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All Journal Digital Bisnis: Jurnal Publikasi Ilmu Manajemen Dan E-commerce
Muhammad Syamsul Ma’arif
Universitas Muhadi Setiabudi
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Emotional Intelligence, Organizationalal Citizenship Behavior, dan Fasilitas terhadap Kepuasan Pelanggan pada Rumah Makan Sahala Muhammad Syamsul Ma’arif; Dumadi Dumadi; Slamet Bambang Riono; Hendri Sucipto
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.v5i3.7595

Abstract

This study aims to examine the effect of Emotional Intelligence, Organizational Citizenship Behavior, and Facilities on Customer Satisfaction at Sahala Jagapura Kersan Restaurant. This study employed a quantitative approach using a survey method. The sampling technique used was accidental sampling, with a total of 94 customer respondents. Data were collected through questionnaires using a Likert scale. The data were analyzed using IBM SPSS software, including validity testing, reliability testing, classical assumption tests, multiple linear regression analysis, t-tests, F-tests, and the coefficient of determination (R²). The results indicate that Emotional Intelligence has a positive and significant effect on customer satisfaction, with a calculated t-value of 7.009, which is greater than the critical t-value of 1.986, and a significance value of 0.000 < 0.05. Organizational Citizenship Behavior also has a positive and significant effect on customer satisfaction, with a calculated t-value of 5.357 > 1.986 and a significance value of 0.000 < 0.05. Furthermore, Facilities have a positive and significant effect on customer satisfaction, with a calculated t-value of 5.417 > 1.986 and a significance value of 0.000 < 0.05. Simultaneously, Emotional Intelligence, Organizational Citizenship Behavior, and Facilities have a positive and significant effect on customer satisfaction, as indicated by a calculated F-value of 40.262, which is greater than the critical F-value of 2.713, with a significance value of 0.000 < 0.05.
Co-Authors Dumadi, Dumadi Hendri Sucipto Riono, Slamet Bambang