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Customer Satisfaction in the Registration Certification Process of Motor Vehicle Type Test
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ABSTRACT: The aim of this research is to figure out the effect of employee performance in delivering service
quality to improve customer satisfaction in the Testing Center of Motor Vehicle Feasibility and Certification.
This research was conducted in the Directorate of Land Transportation of the Ministry of Transportation of
Banten Province of Indonesia. Employee performance in serving motorized vehicle type test registration in that
directorate was considered not significantly accomplished, so that it may affect the service quality and
customer satisfaction performance in the long run. This study consisted of three variables,namely employee
performance, service quality, and customer satisfaction.The research uses the survey method. There were 43
customers taken as a sample by a census technique. Statistical descriptive and statistical track inferences are
determined to analyze the data. The results of the research show that employee performance has a direct
positive and significant effect on customer satisfaction, service quality has a direct positive and significant effect
on customers satisfaction, employee performance has a direct positive and significant effect on service quality,
and employee performance has a positive and significant indirect effect on customer satisfaction with service
quality as mediating variable. Based on the results of the research, it could be concluded that employee
performance affects customer satisfaction by service quality as mediation, meaning that customer satisfaction
could be managed by improving employee performance and service quality, individually or simultaneously.
KEY WORD: motor vehicle, employee performance, registration certificate, customer satisfaction, service
quality, type test
Wendri Wijaya - Personal Name
Edhie Budi Setiawan - Personal Name
Prasadja Ricardianto - Personal Name
Rully Indrawan - Personal Name
Zaenal Abidin - Personal Name
Yana Tatiana - Personal Name
Edhie Budi Setiawan - Personal Name
Prasadja Ricardianto - Personal Name
Rully Indrawan - Personal Name
Zaenal Abidin - Personal Name
Yana Tatiana - Personal Name
Volume 10 Issue 6 Ser. III, June 2021, PP 09-17
2319-8028
NONE
electronic file
English
International Journal of Business and Management Invention (IJBMI)
2021
Malang
International Journal of Business and Management Invention (IJBMI) Volume 10 Issue 6 Ser. III || June 2021 || PP 09-17
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