ANALISIS PENGARUH SERVICE DELIVERY DAN DIGITALISASI TERHADAP CUSTOMER SATISFACTION PADA PT. ISS INDONESIA
Keywords:
customer satisfaction, digitalisasi, service delivery
Abstract
This study aims to determine the effect of service delivery and digitization on customer satisfaction at PT ISS Indonesia. The population in this study are consumers who use the services of PT ISS Indonesia for cleaning services, security services, pest control and other services. The sampling technique used non-probability sampling taken as many as 95 respondents. The data obtained through the questionnaire was quantified using a Likert scale of 1-5 with a choice rating of strongly agree to strongly disagree to be tested for validity and reliability. Data analysis method using Multiple Linear Regression. The results showed that partially and simultaneously service delivery and digitization variables had a positive effect on customer satisfaction
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J. Heskett, " Consumer Behavior Lessons in the Service Sector," Journal of Consumer Research, vol. 13, pp. 394-404, 1987.
A. Marlina and W. A. Bimo, "Digitalisasasi Bank Terhadap Peningkatan Pelayanan Dan Kepuasan Nasabah Bank," Jurnal Ilmiah Inovator, vol. 7, no. 1, pp. 15-35, 2018.
"http://www.id.issworld.com," [Online].
Kotler, Marketing and Introducing, Twelfth Edition ed., England: Pearson Education, Inc., 2015.
E. &. S. Y. Grigoroudis, "MUSA: Multicriteria Satisfaction Analysis In Customer Satisfaction Evaluation," Springer, Boston, MA., pp. 91-121, 2010.
Fornell, J. Michael, A. W. Eugene, C. Jaesung and B. E. B, "The American Customer Satisfaction Index: Nature, Purpose and Findings," Journal of Marketing, vol. 60, pp. 7-18, 1996.
J. S. Chen and H. T. Tsou, "Performance Effects of IT Capability, Service Process Innovation, and The Mediating Role of Customer Service," Journal of Engineering and Technology Management, vol. 29, no. 1, pp. 71-94, 2012.
A. Arshad and Q. Su, "Interlinking service delivery innovation and service quality: a conceptual framework," Journal of Applied Business Research (JABR), vol. 31, no. 5, pp. 1807-1822, 2015.
M. Deegan and S. Tanner, “Digital futures: Strategies for the information age.”, Neal-Schuman, 2002.
C. H. Lovelock and L. K. W, Principles of Service Marketing and Management., New Jersey:: Prentice Hall Inc., Upper Saddle River. , 2002.
N. Nguyen and G. Leblanc, "Contact Personnel, Physical Environment and Perceive Corporate Image of Intangible Services by New Clients," International Journal of Service Industry Management, vol. 13 , pp. 242-262. , 2002.
S. Zawiyah, A. Pangiuk and M. Baining, "Pengaruh Digitalisasi Bank Syariah Mandiri Dalam Meningkatkan Pelayanan Terhadap Kepuasan Nasabah," p. 2019.
A. Marlina and W. A. Bimo, "Digitalisasasi Bank Terhadap Peningkatan Pelayanan Dan Kepuasan Nasabah Bank," Inovator, vol. 7, no. 1, pp. 14-34, 2018.
Oliver, R. L. Rust, R. T. Varki and Sajeev, "Customer delight: Foundations, findings, and managerial insight," Journal of Retailing, ProQuest Research Library, vol. 73, no. 3, p. 311, 1997.
Zeithaml, L. Valerie A. Berry and A. Parasuraman, "The Behavioral consequences of service quality," Journal of Marketing, ProQuest Research, vol. 60, no. 2, p. 31, 1996.
P. A. S. B. L. a. A. G. Kotler, Principles of Marketing, Prentice Hall, 2003.
A. Ferdinand, Metode Penelitian Manajemen, Semarang: Badan Penerbit UNDIP, 2006.
P. Kotler and G. Amstrong, Prinsip-Prinsip Pemasaran, Jakarta: Erlangga, 2001.
I. Ghozali, Aplikasi Analisis Multivariate Dengan Program SPSS, Semarang : Badan Penerbit UNDIP, 2011.
M. T. Asih, E. Malihah and R. Andari, "Pengaruh Service Delivery Terhadap Kepuasan Wisatawan Dalam Menggunakan Paket Outbound Di Objek Wisata Linggarjati Indah Kabupaten Kuningan," repository.upi.edu, Universitas Pendidikan Indonesia, 2012.
A. Marlina and W. A. Bimo, "Digitalisasasi Bank Terhadap Peningkatan Pelayanan Dan Kepuasan Nasabah Bank," Inovator , vol. 7, no. 1, pp. 14-34, 2018.
H. Uvet, "Importance of Logistics Service Quality in Customer Satisfaction: An Empirical Study," Operations And Supply Chain Management, vol. 13, no. 1, pp. 1-10, 2020.
Published
2021-06-01
How to Cite
Heni Susilowati, & Siswanto Siswanto. (2021). ANALISIS PENGARUH SERVICE DELIVERY DAN DIGITALISASI TERHADAP CUSTOMER SATISFACTION PADA PT. ISS INDONESIA . MANAJEMEN, 1(1), 87-98. https://doi.org/10.51903/manajemen.v1i1.186
Section
Articles
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