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All Journal Journal of Governance, Taxation, and Auditing Zona Manajerial: Program Studi Manajemen (S1) Universitas Batam
Yanti , Sri
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Physics Social Sciences

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The Effect of Competence, Information Technology and Complaint Handling on Customer Satisfaction Intervening Service Quality PURNOMO, Edy; NGALIMAN, Ngaliman; YANTI , Sri
Journal of Governance, Taxation and Auditing Vol. 4 No. 1 (2025): Journal of Governance, Taxation and Auditing (July - September 2025)
Publisher : PT Keberlanjutan Strategis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38142/jogta.v4i1.1572

Abstract

The public satisfaction index value for the services of the Kijang Class III Port Authority and Harbormaster Office, Riau Islands, is in the poor category, due to customer satisfaction issues related to service quality, employee competence, information technology utilization, and complaint handling. This mixed-methods study aims to examine the relationship between competence, information technology utilization, and complaint handling on customer satisfaction in the intervening period. Service quality. It was concluded that competence, complaint handling, and service quality had a significant positive effect on customer satisfaction. Furthermore, competence and complaint handling had a significant positive effect on service quality. Then, the use of information technology had a positive but insignificant effect on customer satisfaction. Furthermore, complaint handling did not have a significant positive effect on service quality. Then, service quality was able to intervene in the influence of competence and information technology utilization in a significant positive way on customer satisfaction, but was unable to intervene in the influence of complaint handling on customer satisfaction. It is recommended to the leadership elements of the agency, among others, to optimize the condition of the technology infrastructure and create a training program to improve the basic skills of officers in using technology in communicating information to customers and prioritize the main targets of service performance to be oriented towards optimizing complaint handling.
Pengaruh Direct Marketing, Brand Image dan Impulsive Buying terhadap Keputusan Pembelian Pizza Hut Di Kota Batam Situmeang, Dumaris Elprida; Yanti , Sri; Auzar, Silvia Revana
Zona Manajerial: Program Studi Manajemen (S1) Vol 14 No 2 (2024): Zona Manajerial: Program Studi Manajemen
Publisher : Universitas Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37776/zonamanajer.v14i2.1553

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh Direct Marketing, Brand Image dan Impulsive Buying Terhadap Keputusan Pembelian Pizza Hut di Kota Batam. Metode yang digunakan adalah statistik deskriptif dengan pendekatan kuantitatif. Populasi dalam penelitian ini adalah konsumen Pizza Hut di Kota Batam yang berjumlah 342907 orang, dan sampel dalam penelitian ini adalah 100 responden. Tehnik pengumpulan data dalam penelitian diperoleh dengan menyebarkan kuesioner kepada 100 responden. Hasil pengelolaan data dalam penelitian ini adalah Variabel Direct Marketing (X1) mempunyai pengaruh prositif dan signifikan terhadap keputusan pembelian, Variabel Brand Image (X2) berpengaruh positif dan signifikan terhadap keputusan pembelian, Variabel Impulsive Buying (X3) berpengaruh positif dan signifikan terhadap keputusan pembelian, Terdapat pengaruh signifikan secara simultan pada variabel Direct Marketing, Brand Image dan Impulsive Buying terhadap Keputusan Pembelian oleh Konsumen Pizza Hut di Kota Batam.
Co-Authors Auzar, Silvia Revana Edy Purnomo Ngaliman, Ngaliman Situmeang, Dumaris Elprida