The Effect of Service Quality and Employee Performance On Customer Satisfaction

Abstract

Business competition that continues to increase requires business actors to continue to provide satisfaction to customers, the organization's efforts to provide satisfaction are carried out through the quality of service and the performance of its employees. This study aims to determine the effect of service quality and satisfaction on performance. This study uses a quantitative research method with a descriptive approach. Data collection techniques in this study used questionnaires and literature studies. The research data were then analyzed by testing reliability, validity and reliability using the SPSS program. The results of the study show that service quality and employee performance partially have a positive and significant effect on customer satisfaction

Maintaining sustainable use of the Indonesian telecommunications provider

“…Hypothesis H5, which assesses the link between SEQ and CST, was supported, confirming the significant role of service quality in shaping customer satisfaction. This result is consistent with prior research that highlights the importance of service quality in fostering customer satisfaction (Alshurideh et al, 2022;Dimaro, 2023;Suryani et al, 2022). It emphasises the crucial need for telecommunications companies in Indonesia to continue focusing on enhancing service quality to maintain or increase customer satisfaction.…”

“…Understanding attributes is crucial for providers to discern the features and types of services customers are inclined to purchase (Mahmood & Manzoor, 2021). The relationship between the importance of service attributes and customer satisfaction can be dynamic, contingent on performance (Kim et al, 2023;Suryani et al, 2022)…”

Pengaruh Kinerja Tenaga Kependidikan Terhadap Kepuasan Mahasiswa melalui Mediasi Kualitas Pelayanan

“…Hal ini berarti semakin baik kinerja pegawai dalam memenuhi kebutuhan mahasiswa maka bertambah puas pula mahasiswa saat berada di institusi. Hasil ini selaras dengan hasil penelitian Suryani et al, (2023), Mardah (2021), Cahyani & Trihantoyo (2020, Husen & Nursia (2018), Kurnaeli & Sari (2018). Hipotesis kedua (H2) menyebutkan bahwa kinerja tenaga kependidikan berpengaruh positif dan signifikan terhadap kualitas pelayanan.…”

“…Dimana hal tersebut akan sejalan dengan kemampuan penyelesaian masalah-masalah yang ada ketika seseorang mengerjakan sesuatu di instansti tempatnya bekerja. Penelitian Suryani et al, (2023), Mardah (2021), Cahyani & Trihantoyo (2020, Husen & Nursia (2018), Kurnaeli & Sari (2018) yang meneliti terkait bagaimana pengaruh kinerja karyawan terhadap kepuasan pelanggan memperoleh hasil bahwa secara positif bermakna kinerja pegawai memberi pengaruh pada kepuasan konsumen, dimana hal tersebut artinya bertambah baiknya kinerja pegawai yang di penelitian ini adalah tenaga kependidikan maka semakin puas konsumen yaitu mahasiswa yang menempuh pendidikan di institusi. Tenaga kependidikan dikatakan mampu melaksanakan tugasnya dengan baik yang berdampak pada kepuasan mahasiswa.…”