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All Journal Jurnal Publikasi Ilmu Manajemen
Finy Saptarita
Politeknik Maritim AMI Maritim
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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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 Anwar T. Darwis Darwis Reskyani Reskyani