PENGARUH CUSTOMER ENGAGEMENT TERHADAP KEPUASAN PELANGGAN MELALUI CUSTOMER SERVICE QUALITY PADA PT. SENJANI TEKNO BOGA SURABAYA

Indar Yuniarsih; Indriana Kristiawati; Soedarmanto Soedarmanto; Dian Arisanti

Indar Yuniarsih Stiamak Barunawati Surabaya
Indriana Kristiawati Stiamak Barunawati Surabaya
Soedarmanto Soedarmanto Stiamak Barunawati Surabaya
Dian Arisanti Stiamak Barunawati Surabaya

Abstract

Kepuasan pelanggan didefinisikan sebagai evaluasi pasca pembelian yang secara relatif dipilih untuk melampaui, atau setidaknya melebihi, harapan pelanggan atau konsumen. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh customer engagement terhadap kepuasan pelanggan pada PT. Senjani Tekno Boga melalui qustomer service quality. Penelitian ini menyasar 85 pelanggan aktif di wilayah Surabaya dengan metode survei. Hasil penelitian menunjukkan adanya pengaruh positif dan signifikan customer engagement terhadap kepuasan memiliki nilai t-statistic 10,319 > 1,96 dan p-value 0,000 < 0,05. customer engagement terhadap customer service quality memiliki nilai t-statistic 28,799 > 1,96 dan p-value 0,000 < 0,05. customer service quality terhadap kepuasan pelanggan memiliki nilai t-statistic 14,211 >1,96 dan p-value 0,000 < 0,05. customer engagement terhadap kepuasan pelanggan melalui customer service quality memiliki nilai t-statistic 10,319 > 1,96 dan p-value 0,000 < 0,05. memediasi pengaruh customer engagement terhadap kepuasan pelanggan. Kesimpulannya adalah bahwa customer engagement memiliki pengaruh yang signifikan terhadap kepuasan pelanggan melalui customer service quality sebagai mediasi.

Kata Kunci : Customer Engagement; Kepuasan Pelanggan; Customer Sevice Quality; dan Mediasi.

Abstract

Customer satisfaction is defined as a post-purchase evaluation that is relatively selected to exceed, or at least exceeding, customer or consumer expectations. The aim of this research is to find out the impact of customer engagement on customer satisfaction in PT. Senjani Tekno Boga through customer service quality. The study targeted 85 active clients in the region of Surabaya using the survey method. Customer engagement to customer service quality has a t-statistic value of 28,799 > 1,96 and p-value of 0,000 > 0,05. Customer service quality to customer satisfaction has a statistic t-values of 14,211 > 1,96, and the customer engagement to client satisfaction through customer service is 10,319 > 1.96 and the p- Value is 0,000 < 0.05. The conclusion is that customer engagement has a significant influence on customer satisfaction through customer service quality as a mediation.

Keywords : Customer Engagement; Customer Satisfaction; Customer Service Quality; and Mediation.