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All Journal JOURNAL OF APPLIED BUSINESS ADMINISTRATION
Siregar, Purnama Ramadhani
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Evaluating the Impact of Customer Service Quality on Customer Satisfaction at XYZ Company Syafrina, Mia; Siregar, Purnama Ramadhani
Journal of Applied Business Administration Vol 8 No 2 (2024): Journal of Applied Business Administration
Publisher : Pusat P2M Politeknik Negeri Batam

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30871/jaba.v8i2.8361

Abstract

This study examines the impact of service quality on customer satisfaction at XYZ Company, with a specific focus on the role of customer service. Using quantitative methods, the study sampled 100 respondents. The research involved testing the validity and reliability of questionnaire instruments, and data analysis included multiple linear regression, t-tests, and F-tests. The findings reveal that, overall, service quality significantly affects customer satisfaction. Specifically, reliability, responsiveness, assurance, and tangibles have a significant impact, while empathy does not. This research contributes valuable insights for developing marketing and service management strategies to enhance customer satisfaction and offers data-driven guidance for gaining a competitive edge.
Co-Authors Syafrina, Mia