The Effect of Service Quality And Employee Performance on Nitrogen Customer Satisfaction in CV.Wira Sejahtera Abadi Surabaya Branch
Journal Title: IOSR Journal of Economics and Finance (IOSR-JEF) - Year 2019, Vol 10, Issue 1
Abstract
This study aims to determine the effect of service quality and employee performance on Nitrogen Customer Satisfaction at the CV.Wira Sejahtera Abadi Surabaya Branch. This research was carried out at the nitrogen outlet CV. Abadi branch of Surabaya Wira Sejahtera consisting of 4 locations, namely nitrogen outlet at SPBU 54,602.62 Jl. Raya menganti No.250, SPBU 54,602.45 Jl. HR. Muhammad 113, SPBU 54,602.57 Jl. Raya Jemursari 194, SPBU 54,602.49 Jl. Raya Mastrip Karang Pilang. In taking samples, researchers used Cluster Random Sampling to obtain a sample of 103 respondents. Data collection uses documentation, interviews, questionnaires. Instrument Testing is by using Test Validity and Reliability Test. While the data analysis technique used in this study is the Analysis of Multiple Linear Regression. Based on the analysis of the data in the above research it can be concluded that there is a significant influence on the quality of service on customer satisfaction with a significance of t value of 0,000. while for employee performance on customer satisfaction also has a significant value t 0.000 so that there is a significant effect of employee performance on customer satisfaction and service quality with employee performance has a jointly significant effect on customer satisfaction with a significance value of F 0.000. So that the conclusion in this study is the quality of service affects customer satisfaction, employee performance affects customer satisfaction and service quality and employee performance affect customer satisfaction.
Authors and Affiliations
Nuril Iksyaniyah, Waspodo Tjipto Subroto
Keywords
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- EP ID EP434316
- DOI 10.9790/5933-1001015559.
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