Title:
The Influence of Service Quality on Customer Satisfaction at Depot Soto Uwah, Martapura, Banjar Regency, South Kalimantan Province

Authors:
Abdul Kadir, Ali Audah, Hardika Muhammad Fatih, Rofinus Leki, M. Zaid, Indonesia

Abstract:

Service quality is considered a key factor influencing customer satisfaction at Depot Soto Uwah. With this assumption, the research was conducted to assess the extent to which service quality affects customer satisfaction, both in a collective and partial manner, and to determine the most dominant dimension. The study employed a quantitative design using a correlational method to examine the relationship between service quality and customer satisfaction through multiple linear regression analysis. Data were collected from 100 respondents who visited Depot Soto Uwah by means of a questionnaire. The findings indicate that service quality exerts a significant effect on customer satisfaction, represented by the regression equation: Y = 2.255 + 0.889X + e. Moreover, each service quality dimension tangibles, reliability, responsiveness, assurance, and empathy was shown to positively influence satisfaction, with responsiveness identified as the most prominent factor.

DOI: https://doi.org/10.51505/IJEBMR.2025.91003