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October 17, 2025Journal of Practical Management Studies

Impact of The Service Quality of The Cleaning Staff of The Depot Logistics Employee Cooperative in The Servqual Model on Consumer Satisfaction at The East Nusa Tenggara Regional Office of Perum Bulog

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Authors

PPPieter Alexander Ludji PaMKMargaretha Sartien KabangaUniversitas Muhammadiyah KupangIMIrience R. A. ManonggaUniversitas Muhammadiyah Kupang

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Overview

Quantitative analysis reveals significant effects of reliability and responsiveness on customer satisfaction in service quality assessment.

Key Points

  • Customer satisfaction improves significantly with higher reliability and responsiveness in service quality.
  • The study found reliability (t-count 2.227; Sig. 0.032) and responsiveness (t-count 2.454; Sig. 0.019) significantly affect satisfaction.
  • This research utilized a quantitative method, applying multiple linear regression, t-tests, and F-tests for data analysis.
  • The significant combined effect of service quality factors indicates a robust relationship, with an R² of 0.755 or 75%.

Cite This Study

Pa et al. (2025) studied this question.

synapsesocial.com/papers/68f199bfde32064e504dca16https://doi.org/10.61106/jpms.v3i2.96
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