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VOL. 6, ISSUE 1 (2024)
Successful businesses: How to apply service quality method to measure employee performance and satisfy customers?
Authors
Ayulita Purnama Sari, Murpin Josua Sembiring Gurki, David Sukardi Kodrat
Abstract
This research aims to analyze the influence of Service Quality
dimensions, which consist of Tangible (Physical Evidence), Reliability
(Reliability), Responsiveness (Response), Assurance (Guarantee), and Empathy
(Empathy), on customer satisfaction as the dependent variable. This research
uses a quantitative approach with a survey method. Data was collected through
questionnaires given to respondents. The data analysis technique used is
multiple linear regression analysis. The research results show that the four
dimensions of Service Quality, namely Tangible, Reliability, Responsiveness,
and Empathy, have a positive and significant effect on customer satisfaction.
Meanwhile, the Assurance dimension has a negative and insignificant effect on
customer satisfaction. Overall, the Service Quality method has proven to be
very important and influential in increasing customer satisfaction, so that it
can create a successful business. This research concludes that Service Quality
dimensions, especially Tangible, Reliability, Responsiveness, and Empathy, play
an important role in increasing customer satisfaction. These results can be a
reference for companies in implementing strategies to improve service quality
to achieve optimal customer satisfaction.
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Pages:139-143
How to cite this article:
Ayulita Purnama Sari, Murpin Josua Sembiring Gurki, David Sukardi Kodrat "Successful businesses: How to apply service quality method to measure employee performance and satisfy customers?". International Journal of Management and Economics, Vol 6, Issue 1, 2024, Pages 139-143
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