JOURNAL OF APPLIED BUSINESS ADMINISTRATION
Vol 8 No 2 (2024): Journal of Applied Business Administration

Evaluating the Impact of Customer Service Quality on Customer Satisfaction at XYZ Company

Syafrina, Mia (Unknown)
Siregar, Purnama Ramadhani (Unknown)

Article Info

Publish Date
30 Sep 2024

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.

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Journal Info
JOURNAL OF APPLIED BUSINESS ADMINISTRATION
Website

Abbrev

JABA

Publisher

Politeknik Negeri Batam

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Description

Journal of Applied Business Administration (JABA) is a journal published by Study Program of Applied Business Administration, Politeknik Negeri Batam. The journal is predominantly devoted to applied business administration with special focus on industries problem solving. JABA publish quality ...