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All Journal Jurnal Kajian Manajemen Bisnis Al-Iqtishad : Jurnal Ilmu Ekonomi Syariah (Journal of Islamic Economics) Shirkah: Journal of Economics and Business Journal of Islamic Monetary Economics and Finance Jurnal Ilmiah Akuntansi Peradaban Smart Society: Community Service and Empowerment Journal
Muhammad Rizky Prima Sakti, Muhammad Rizky Prima
Kulliyah of Economic and Management Sciences IIUM
Religion Humanities Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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The Impact of Service Quality and Service Loyalty on the Users Satisfaction at PT. Adhigana Pratama Mulya Batam Nazarwin, Nazarwin; Putra, Riki Wanda; Silen, Adhi Pratistha; Nugraha, Markus Asta Patma; Aldebaran, M. Fitriansyah; Sakti, Muhammad Rizky Prima
Smart Society Vol. 5 No. 2 (2025): Smart Society
Publisher : FOUNDAE (Foundation of Advanced Education)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58524/smartsociety.v5i2.808

Abstract

In an increasingly competitive service industry, understanding the determinants of user satisfaction is essential for organizational growth and customer retention. This study aims to examine the effects of service quality and service loyalty on user satisfaction at PT. Adhigana Pratama Mulya Batam. Employing a quantitative ex-post facto design, data were collected through questionnaires distributed to 200 respondents, consisting of ship crew members as direct users of the company’s services. The data were analyzed using multiple linear regression with the SPSS application. The results reveal that both service quality (t(197) = 4.419 > 1.984, p < 0.001) and service loyalty (t(197) = 9.957 > 1.984, p < 0.001) have significant positive effects on user satisfaction, while their combined influence is also statistically significant (F(2, 197) = 96.379 > 3.00, p < 0.001). These findings indicate that higher levels of service quality and employee loyalty lead to greater user satisfaction. The study suggests that the company should strengthen employee training, enhance user engagement, and continuously improve global service standards. Future research should incorporate additional factors such as infrastructure, technological facilities, pricing competitiveness, and brand image to obtain a more comprehensive understanding of user satisfaction
Co-Authors Abdul Qoyum Aldebaran, M. Fitriansyah Arsyad, Kamaruddin bin Mohd Thas Thaker, Hassanuddin Fajar Ashari, Fajar Farahiyah Sartika Haerunnisa, Rosyada Mardiya, Milzamulhaq Muhammad Rifqi Nanda, Sahabuddin Nazarwin, Nazarwin Nugraha, Markus Asta Patma Putra, Riki Wanda Qizam, Ibnu Rahmatina A. Kasri Ronald Rulindo Safri Haliding Silen, Adhi Pratistha Thas Thaker, Hassanudin bin Mohd Yuniar, Adela Miranti Zulkhibri, Muhamed