A STUDY OF SERVICE QUALITY DIMENSIONS ON CUSTOMERS SATISFACTION AT-PT HASTA AYU NUSANTARA JAKARTA

Abstract

Outsourcing Industries in Indonesia has been growing rapidly in the last decade and affect many business sectors. One of the outsourcing companies in Indonesia is PT. Hasta Ayu Nusantara, which still experiences many complaints in service quality such as application problems, staff responses, promises given, turnover of sales promotions, and appearance of few staffs. The purpose of this research is to examine dimensions of service quality, which are Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) that have a main role in driving overall Customer Satisfaction (Y). The design of this research used a quantitative approach and primary data in the form of 180 questionnaire responses were been collected from a costumers PT. Hasta Ayu Nusantara. The findings of this research are Reliability and Empathy have a partially significant influence towards customer satisfaction, while Tangible, Responsiveness and Assurance do not have it. All variable has simultaneously significant influence toward costumers satisfaction. Therefore, PT. Hasta Ayu Nusantara should be focus in develope that two dimensions which are Reliability and Empathy dimensions, because every increasing one point in that variable will be affecting to the increasing of Customer Satisfaction as many as 0.324 and 0.345 points.