How Service Guarantees Incredible Customer Satisfaction in The Business-To-Business Contecs
DOI:
https://doi.org/10.37385/msej.v5i2.6357Keywords:
Service Guarantees, Empowerment, Responsiveness in a Service Recovery Effort, Service Quality, Customer Satisfaction, Employee SatisfactinAbstract
This research aims to examine the correlation between customer satisfaction and employee satisfaction at B2B construction services companies in Jabodetabek. Apart from that, the research also aims to evaluate the role of service guarantee, service quality on customer satisfaction and employee satisfaction. Lastly, this research attempts to examine the extent to which service recovery efforts impact customer satisfaction after experiencing an unsatisfactory service experience in a B2B construction services company. In this research design, data analysis was carried out to investigate customer satisfaction at B2B construction services companies in the Jabodetabek area, as well as the impact of customer satisfaction on employee satisfaction, service guarantee and service quality. This research focused on B2B construction services companies in the Jabodetabek area, where a survey was conducted by distributing questionnaires to marketing employees who often received complaints from customers to these B2B construction services companies. To test the relationships mentioned above, data analysis was carried out using SPSS and SmartPLS statistical software for empirical analysis. The results of this research show that there is a significant relationship between customer satisfaction and employee satisfaction, between service assurance and empowerment, as well as service recovery responsiveness and service quality. The main advantage of this research is the application of signaling theory in the context of service assurance and service quality, seen from the perspective of customers, employees and involving employee empowerment in the context of B2B construction services companies in the Jabodetabek area
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