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

Mia Syafrina; Purnama Ramadhani Siregar

doi:10.30871/jaba.v8i2.8361

Mia Syafrina Politeknik Negeri Batam, Batam, Indonesia
Purnama Ramadhani Siregar Politeknik Negeri Batam, Batam, Indonesia

DOI: https://doi.org/10.30871/jaba.v8i2.8361

Keywords: Service Quality, Customer Satisfaction, Customer Service, Multiple Linear Regression

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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