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All Journal Electronic Journal of Education, Social Economics and Technology
Samsuddin Samsuddin
Universitas Muhammadiyah Pontianak, Pontianak, 78123
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Nursing Public Health Social Sciences Veterinary Other

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The Influence of Service Quality and Customer Satisfaction on Customer Loyalty in Freight Forwarding Services of CV. Citra Surya Abadi Pontianak Izham Al Qori; Samsuddin Samsuddin
Electronic Journal of Education, Social Economics and Technology Vol 6, No 2 (2025)
Publisher : SAINTIS Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33122/ejeset.v6i2.899

Abstract

This study aims to analyze the influence of service quality and customer satisfaction on customer loyalty in the freight forwarding services of CV. Citra Surya Abadi Pontianak. This research uses an associative quantitative approach with 100 respondents selected using a purposive sampling technique. Data were collected through questionnaires, interviews, and field observations. The results of multiple regression analysis show the equation Y = 1.459 + 0.226X₁ + 0.425X₂ with a correlation coefficient (R) of 0.619, indicating that the relationship is in the strong category. The coefficient of determination (R²) of 38.3% indicates that customer loyalty is influenced by service quality and customer satisfaction by 38.3%, while the remaining 61.7% is influenced by other factors outside this study. The F test results show that service quality and customer satisfaction simultaneously have a positive and significant effect on customer loyalty. The partial t test results show that service quality and customer satisfaction each have a positive and significant effect on customer loyalty. In conclusion, service quality and customer satisfaction make a real contribution to increasing customer loyalty at CV. Citra Surya Abadi Pontianak. This study recommends the need for continuous improvement of service quality and customer satisfaction to maintain loyalty. Future research is expected to add other variables so that the results are more comprehensive.
Analysis of the influence of service quality on patient satisfaction in obstetrics and gynecology at the Harapan Kasih Main Clinic in Ngabang Landak Regency Gusti Rafli; Samsuddin Samsuddin
Electronic Journal of Education, Social Economics and Technology Vol 6, No 2 (2025)
Publisher : SAINTIS Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33122/ejeset.v6i2.759

Abstract

This study examines the impact of quality service on the patient satisfaction at Utama Harapan Kasih Clinic. The study highlights the importance of service in achieving satisfaction. The study aims to analyze this relationship quantitatively using an associative approach. Data collection was carried out through questionnaires distributed to 100 respondents, supplemented by secondary data related to patient volume and clinic revenue. Sampling used saturated sampling technique. This study used simple linear regression analysis, supported by classical assumption tests such as validity, reliability, normality test. The results showed a positive relationship between service quality and patient satisfaction. Simultaneous testing showed that variables significantly influenced patient satisfaction. The R-square value of 69.9% indicates that other factors contributed 31.1% to patients satisfaction. This study underlines the importance of increase service quality to increase patient satisfaction offering insights to improve clinic revenue.
Co-Authors Gusti Rafli Izham Al Qori