Pengaruh Fasilitas terhadap Kepuasan Pelanggan melalui Kualitas Layanan sebagai Variabel Mediasi pada SPBU 3417308 Setu Bekasi

Abstrak

This study aims to analyze the effect of facilities and service quality on customer satisfaction at SPBU 3417308 Setu, Bekasi, West Java. This study employed a quantitative approach using the Structural Equation Modeling-Partial Least Squares (SEM-PLS) method with SmartPLS software. The population consisted of customers of SPBU 3417308 Setu, Bekasi, West Java, with a sample of 353 respondents selected using a non-probability sampling technique through accidental sampling. Data were collected using a questionnaire as the primary research instrument. The results showed that facilities had a positive and significant effect on customer satisfaction, with a coefficient of 0.365 (p < 0.001). In addition, service quality had a positive and significant effect on customer satisfaction, with a coefficient of 0.446 (p < 0.001). The results also indicated that facilities had a positive and significant effect on service quality, with a coefficient of 0.628 (p < 0.001). The R-square value for customer satisfaction was 0.718, indicating that facilities and service quality explained 71.8% of the variance in customer satisfaction. Therefore, improving the quality of facilities and services is an important factor in enhancing customer satisfaction at SPBU 3417308 Setu, Bekasi, West Java.