Service Quality and Social Media Engagement on Customer Satisfaction at PT Tirta Asasta Depok (Perseroda)
DOI:
https://doi.org/10.58174/ijimes.v1i4.64Keywords:
Service Quality; Social Media Engagement; Customer Satisfaction.Abstract
The purpose of this study is to determine the influence of service quality and social media engagement on customer satisfaction at PT Tirta Asasta Depok (Perseroda). The method used is quantitative. The sampling technique used the slovin formula and a sample of 100 respondents was obtained. Data analysis used validity test, reliability test, classical assumption test, regression analysis, correlation coefficient, determination coefficient and hypothesis test. The population in this study is consumers at PT Tirta Asasta Depok (Perseroda) and the number of saturated samples is 100 respondents. The method of data collection is through questionnaires with a likert scale, observation, and literature study. The results of this study are that service quality has a significant effect on customer satisfaction with a determinationcoefficient of 44.7% and uji hypothesis obtained by counting > ttable or (9.451 > 1.661). Social media engagement had a significant effect on customer satisfaction with a determinationcoefficient of 34.4% and the hypothesis obtained was calculated > table or (7.165 > 1.661). Service quality and social media engagement simultaneously had a significant effect on customer satisfaction by obtaining a regression equation Y = 18.163 + 0.329X1 + 0.253X2, nii coefficient of determination was 65.5% while the remaining 34.5% was influenced by other factors. The hypothesis test obtained the value of Fcal > Ftable or (92.261 > 3.090).
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