The Effect of Service Quality to Customer Satisfaction in Pt. Subang Jaya Lestari Baru

Abstract

The purpose of this study is to analyze how service quality can affect customer satisfaction. The dimensions of tangible, reliability, responsiveness, assurance, and empathy are dimensions of service quality. The dimensions of customer satisfaction are attribute related to product, attribute related to service , attribute related to purchase. To answer the problems and research objectives, data were collected from 100 respondents which were research samples where all respondents were consumers of PT. Subang Jaya Lestari Baru. Samples were selected using a total sampling technique. This research is a causal associative type of research using a questionnaire that is measured with a semantic differential scale. Furthermore, the data obtained were analyzed using SEM AMOS analysis. The results showed that the dimension of service quality that has the strongest relationship is assurance with a value of 0.800, while the dimension of customer satisfaction is the attribute associated with purchase of customer satisfaction with the strongest relationship value of 0.878. The results of this study indicate that there is a positive and significant influence on Service Quality on customer satisfaction of PT. Subang Jaya Lestari Baru.

Keywords : Service Quality, Customer Satisfaction, SEM AMOS

DOI: 10.7176/EJBM/12-6-10

Publication date: February 29th 2020