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All Journal Cakrawala Pendidikan Ilmu Administrasi Publik JEJAK Journal of Business & Banking Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal PERSPEKTIF Jurnal Indonesia Sosial Teknologi Journal Research of Social Science, Economics, and Management Enrichment: Journal of Multidisciplinary Research and Development Asian Journal of Social and Humanities Journal of Studies in Academic, Humanities, Research, and Innovation International Conference on Social Science
Chandra Wijaya
Faculty Of Administrative Science, Universitas Indonesia
Religion Humanities Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Social Sciences Other

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Influence Service Quality to Performance Employee and Customer Satisfaction at PT. PBM Adhiguna Son zahara ainaya asmaralda; Chandra Wijaya
Enrichment: Journal of Multidisciplinary Research and Development Vol. 2 No. 11 (2025): Enrichment: Journal of Multidisciplinary Research and Development
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/enrichment.v2i11.292

Abstract

This study investigates the impact of service quality on employee performance and customer satisfaction at PT. PBM Adhiguna Son, a company in the maritime logistics sector. The company, facing increased competition in the post-COVID era, strives to improve both its internal performance and customer satisfaction. The research uses a quantitative approach with a descriptive method, employing surveys and interviews to collect data from 75 consumers and various stakeholders. The results show a significant positive relationship between service quality and employee performance, with a coefficient of 0.790 and a p-value of 0.000. Additionally, service quality directly affects customer satisfaction, with a coefficient of 0.903 and a p-value of 0.000. Furthermore, employee performance is positively correlated with customer satisfaction, with a coefficient of 0.412 and a p-value of 0.038. The study also highlights that employee performance mediates the relationship between service quality and customer satisfaction. This research emphasizes the importance of improving service quality and employee performance to enhance customer satisfaction, thereby contributing to the company's long-term success in the competitive market.
Co-Authors Arwin Sanjaya Bagus Adi Luthfi Bahlil Lahadalia Bernardus Yuliarto Nugroho Budi Yulianto Dewinta Aprillia Eugenia Mardanugraha Fibria Indriati Ghafur, Hanief Saha Hadriani Uli Tiur Ida Silalahi Hana Mutiara Josephine Hartrisari Hardjomidjojo Lina Miftahul Jannah Luckyta Anisti Putri M. Syamsul Maarif Martani Huseini Mohammad Fahmi Arkanuddin Muhammad Rachmat Neneng Heryati Pantius Drahen Soeling Pantius Drahen Soeling Pratiwi Dwinanti Rina Andriani Saleh Husin Subroto, Athor T.M. Zakir Machmud Tri Agus Saputra Tusi Sasono Vicky Dian Pratama Sari zahara ainaya asmaralda