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Deden Akbar Izzuddin
Universitas Singaperbangsa Karawang
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Economics, Econometrics & Finance Education Engineering Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Physics Public Health Social Sciences Other

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Evaluasi Kepuasan Customer Dan Kinerja Tim Manajemen Di PT. Human Resource Strengthening Sukses Istimewa Fata Azima Alkautsar; Muhammad Arief Setiawan; Deden Akbar Izzuddin
JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Vol. 12 No. 3 (2026): Juni 2026
Publisher : Lembaga Komunitas Informasi Teknologi Aceh (KITA), Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/jemsi.v12i3.6628

Abstract

This study aims to evaluate the performance of the management team and customer satisfaction levels at PT. Human Resource Strengthening Sukses Istimewa. The method used in this study is a survey with a descriptive research design using a quantitative approach. The population in this study consists of 60 customers who have used the services of PT. Human Resource Strengthening Sukses Istimewa, while the sampling technique used in this study is purposive sampling. The data collection instrument used in this study was a questionnaire in the form of a Google form with 27 questions, and the data was measured using a Likert scale of SS, S, N, TS, and STS, which had undergone validity and reliability tests. The results of the study based on the instruments used were declared valid and reliable with a Cronbach's Alpha of 0.989. The results of the study show that the performance of the management team of PT. Human Resource Strengthening Sukses Istimewa achieved a level of 85%, which is classified as very satisfied. In addition, the level of customer satisfaction was also at 86%, which is classified as very satisfied. However, the analysis results show that there are still several indicators that are not optimal, particularly in responding to customer complaints and service consistency. These findings indicate that improvements in the evaluation system and strengthening of internal coordination are needed to maintain customer satisfaction stability and increase the company's competitiveness. This study provides empirical contributions to the development of customer satisfaction-based service management in human resource development service companies.  
Co-Authors Abdul Salam Hidayat Afrinaldi, Rolly Ahmad Rifaldi Aji Mustopa Aldy Heri Wahyudi Alvian Fuad Lukman AMINUDIN, RIZKI aqilah nasution Ardian Adi Kurnia Awaluddin Awaluddin Azhar Taqiyudin Citra Resita Dedi Dasmon Dedi Deni Maulana Dewi, R. Retna Kinanti Dhalfany Fauziah Sofyan Dicky Reva Apriana Sanga Dwi dita lestari Elias Sandy Eneng Fitri Amalia Faray alfy Yusufy Farizi Farizi Fata Azima Alkautsar Febi Kurniawan Gemael, Qorry Armen Gerry Killat Gilang Romadhon Gustiawati, Resty Habibi Hadi Wijaya Indah Wulan Pratiwi Inta Suminta Intan Tania Widyanti Irfan Zinat Achmad Jajang Abdul Gani Jibril Gibran Julianti, Rekha Ratri Kardianto Kardianto Laily Khoerunnisa M. Arief Setiawan Mayhesa Pangestu Miftahudin Sigit Mochamad Qesha Arief Arief Morel Sangge Sipahutar Muhamad Guntur Gaos Sungkawa Muhammad Abijar Algipari Muhammad Arief Setiawan Muhammad Fitrah Ramadhan Nadiir Rizki Hermawan Nadya Dwi Oktafiranda Naufal Abdul Aziz Novitasari , Eka Fitri Nunu Eka Nugraha Oky Joko Setyawan Oon Sopiah Oriza Yasin Muhamad Pardede Rahul Rafiqa Adawiyyah Rahmat Wahyu Ramadhan Rayfal Fahmi Paturohman Reja Ahmad Permana Reky Gunawan Reza Pahlevi Rezky Okta Dwi Ramadhan Rifki Rosad Rizki Rizki Mubaraq Ruslan Abdul Gani Rustam Effendi Rustam Effendi Ryanto, Aria Kusuma Yuda Sandi Prayudho Saskia Putri Permani Setio Nugroho Setyo Dwi Argha Pramudya Sulthon Maulana Sulthon Maulana Alauddin Syahrul Fauzi Taufik, Muhamad Syamsul Tommy Rizki Prasetyo