PENGARUH KUALITAS PELAYANAN, LOKASI, EFISIENSI SISTEM ANTRIAN DAN FASILITAS TEKNOLOGI TERHADAP KEPUASAN PELANGGAN DI KANTOR SAMSAT KABUPATEN POHUWATO

Yakup Yakup; Deby R. Karundeng; Mohamad  Afan Suyanto; Sandi  Safril; Olfin  Ishak

doi:10.53363/buss.v4i3.304

Authors

Yakup Yakup Universitas Gorontalo
Deby R. Karundeng Universitas Gorontalo
Mohamad Afan Suyanto Universitas Gorontalo
Sandi Safril Universitas Gorontalo
Olfin Ishak Universitas Gorontalo

DOI:

https://doi.org/10.53363/buss.v4i3.304

Keywords:

service quality, location, queue system efficiency, technological facilities, customer satisfaction, kualitas pelayanan, lokasi, efisiensi sistem antrian, fasilitas teknologi, kepuasan pelanggan

Abstract

This study aims to examine the effect of service quality, location, queue system efficiency, and technological facilities on customer satisfaction at the SAMSAT Office of Pohuwato Regency. Using multiple linear regression analysis, the results indicate that service quality and technological facilities have a positive and significant impact on customer satisfaction. Enhancing these two variables can directly improve customer satisfaction levels. In contrast, although location and queue system efficiency have a positive impact, their effects are not significant. Overall, all four variables have a positive simultaneous effect on customer satisfaction, with service quality and technological facilities being the dominant factors. These findings emphasize the importance of organizations focusing on improving service quality and technological facilities to enhance customer satisfaction sustainably.

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