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All Journal Jurnal Publikasi Ilmu Manajemen
Anwar T.
Politeknik Maritim AMI Makassar
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The Implementation of Social Media Marketing and Service Quality in Increasing Customer Purchase Intention at PT. SUCOFINDO (Persero) SBU Mineral Dedih Budiawan Sugianto; Amrin Amrin; Anwar T.; Andi Ningrat; Arifin H. Abd Majid; Muhammad Ilham
Jurnal Publikasi Ilmu Manajemen Vol. 5 No. 1 (2026): Maret: Jurnal Publikasi Ilmu Manajemen
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jupiman.v5i1.6965

Abstract

This study aims to analyze the influence of Social Media Marketing (X1) and Service Quality (X2) on the Purchase Intention (Y) of customers at PT Sucofindo (Persero) SBU Mineral. Employing a quantitative approach, data were gathered using Likert-scale questionnaires distributed to 100 corporate respondents representing Key Account and Regular Account customers. The data analysis technique used was multiple linear regression executed through SPSS software. The instrument testing results confirmed that all questionnaire items were valid and reliable. Classical assumption tests verified that the regression model met the normality requirements and was free from multicollinearity. Partially, both Social Media Marketing and Service Quality proved to have a positive and significant effect on Purchase Intention. Through a strong coefficient of determination (Adjusted R Square), this research model is able to significantly explain the variance in customer purchase intention, while the remainder is influenced by other factors outside the model. These findings emphasize the vital importance of integrating interactive digital communication activities and consistent technical operational service quality in maintaining customer preferences in the B2B mineral sector market
Implementation of Customer Experience and Service Quality Systems to Improve Customer Satisfaction at PT. SUCOFINDO (PERSERO) Strategic Business Unit (SBU) Coal Finy Saptarita; Anwar T.; Amrin Amrin; Andi Ningrat; Darwis Darwis; Reskyani Reskyani
Jurnal Publikasi Ilmu Manajemen Vol. 5 No. 1 (2026): Maret: Jurnal Publikasi Ilmu Manajemen
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/jupiman.v5i1.6969

Abstract

This study aimed to analyze the effects of customer experience and service quality on customer satisfaction at PT Sucofindo (Persero) Strategic Business Unit (SBU) Coal. Customer satisfaction is important in the coal inspection and testing industry because corporate customers expect reliable, accurate, responsive, and professional services. This study employed a quantitative approach using a survey method. The population consisted of 400 customers, with 200 respondents selected using the Slovin formula with a 5% margin of error and accidental sampling. Data were analyzed using multiple linear regression with SPSS, supported by validity, reliability, classical assumption, t-test, F-test, and coefficient of determination analyses. The results showed that customer experience had a positive and significant effect on customer satisfaction, with a regression coefficient of 0.256, t = 7.491, and p = 0.000. Service quality also had a positive and significant effect, with a regression coefficient of 0.146, t = 4.311, and p = 0.000. The Adjusted R² value of 0.474 indicated that customer experience and service quality explained 47.4% of the variation in customer satisfaction. These findings highlight the importance of improving customer-oriented services, reliability, responsiveness, professionalism, and accuracy to maintain sustainable customer satisfaction.
Co-Authors Amrin Amrin Andi Ningrat Arifin H. Abd Majid Darwis Darwis Dedih Budiawan Sugianto Finy Saptarita Muhammad Ilham Reskyani Reskyani