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All Journal Enrichment: Journal of Multidisciplinary Research and Development International Conference on Social Science
zahara ainaya asmaralda
Universitas Indonesia
Humanities Economics, Econometrics & Finance Engineering Health Professions Social Sciences

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The Effect of Service Quality on Employee Performance and Customer Satisfaction at PT. PBM Adhiguna Putera Zahara Ainaya Asmaralda; Chandra Wijaya
Proceedings of the 1st International Conference on Social Science (ICSS) Vol. 4 No. 1 (2025): Proceedings of the 6th International Conference on Social Science (ICSS)
Publisher : Green Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59188/icss.v4i1.231

Abstract

This research examines the effect of service quality on employee performance and customer satisfaction at PT PBM Adhiguna Putera. As a maritime transportation and logistics company, PT PBM Adhiguna Putera faces challenges in improving service quality and customer satisfaction in the post-COVID-19 era. This research aims to analyze the relationship between service quality, employee performance, and customer satisfaction, as well as to examine the mediating role of employee performance in this relationship. The research employs a quantitative approach with a descriptive design. Data collection was conducted through a survey of 75 consumers and in-depth interviews with key stakeholders. Data analysis was performed using SPSS and SmartPLS to measure the strength of relationships between variables based on the research's structural model. The findings indicate that service quality has a positive and significant effect on employee performance (coefficient 0.790; p-value 0.000) and customer satisfaction (coefficient 0.903; p-value 0.000). Additionally, employee performance positively influences customer satisfaction (coefficient 0.412; p-value 0.038). The mediation analysis reveals that employee performance mediates the relationship between service quality and customer satisfaction, with a coefficient of 0.326 and a p-value of 0.029. The implications of this research emphasize the importance of improving service quality and human resource management as key strategies for enhancing company performance. The findings can serve as a foundation for PT PBM Adhiguna Putera in designing more effective policies to improve customer satisfaction through the enhancement of employee performance.
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 Chandra Wijaya