Proceedings of the Sixth International Conference on Applied Economics and Social Science (ICAESS 2024)

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Customer Satisfaction Survey on Land Licensing Services Badan Pengusahaan (BP) Batam

Authors
Fira Junia Ananda1, 2, *, Inggrid Wahyu Sinaga1, 2
1Politeknik Negeri Batam, Batam, Indonesia
2Batam State Polytechnic, Ahmad Yani, Batam City, Riau Islands, 29462, Indonesia
*Corresponding author. Email: firajuniaananda@gmail.com
Corresponding Author
Fira Junia Ananda
Available Online 31 December 2024.
DOI
10.2991/978-94-6463-640-6_12How to use a DOI?
Keywords
Service Quality; Reliability; Responsiveness; Assurance; Empathy; Tangible; Customer Satisfaction
Abstract

This research aims to determine how the quality of service affects customer satisfaction at the Directorate of Land Management of BP Batam through the Customer Satisfaction Survey. The population in this research includes all individuals who apply for land permits at the Directorate of Land Management of BP Batam. The sample of this research was 96 people determined using the Zikmund Formula. Questionnaire testing involved a validity test using Product Moment Correlation, a reliability test using Cronbach's Alpha, and a classical assumption test, namely the normality test, multicollinearity test, and heteroscedasticity test, multiple linear regression analysis, t-test (partial) and F-test (simultaneous). The results of this research found three variables, namely the variables Reliability, Responsiveness, and Empathy did not have a significant effect on customer satisfaction. In addition, the other two variables Assurance and Tangible were found to have a significant effect on customer satisfaction.

Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the Sixth International Conference on Applied Economics and Social Science (ICAESS 2024)
Series
Advances in Economics, Business and Management Research
Publication Date
31 December 2024
ISBN
978-94-6463-640-6
ISSN
2352-5428
DOI
10.2991/978-94-6463-640-6_12How to use a DOI?
Copyright
© 2025 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Fira Junia Ananda
AU  - Inggrid Wahyu Sinaga
PY  - 2024
DA  - 2024/12/31
TI  - Customer Satisfaction Survey on Land Licensing Services Badan Pengusahaan (BP) Batam
BT  - Proceedings of the  Sixth International Conference on Applied Economics and Social Science (ICAESS 2024)
PB  - Atlantis Press
SP  - 144
EP  - 157
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-640-6_12
DO  - 10.2991/978-94-6463-640-6_12
ID  - JuniaAnanda2024
ER  -