Year: 2024
Type: article
Study design: Observational Study
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.
Authors: Mia Syafrina, Purnama Ramadhani Siregar
Institution: Politeknik Negeri Batam
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4407909130