PENGARUH EMPATI KARYAWAN, PROFESIONALISME KERA DAN KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PERUSAHAAN MONEY CHANGER PT DOLARINDO INTRAVALAS PRIMATAMA

Abstract

This study aims to examine the effect of employee empathy, work professionalism, and service quality on customer satisfaction at the money changer company PT Dolarindo Intravalas Primatama, both partially and simultaneously. The data were analyzed using multiple linear regression analysis, including the coefficient of determination (Adjusted R Square), t-test, and F-test. The study involved a sample of 70 respondents.

The results of the multiple linear regression analysis produced the following equation: Y = -6.358 + 0.197X₁ + 0.226X₂ + 0.698X₃. The coefficient of determination test showed an Adjusted R Square value of 0.911, indicating that 91.1% of the variation in customer satisfaction (Y) can be explained by employee empathy (X₁), work professionalism (X₂), and service quality (X₃), while the remaining 8.9% is explained by other variables outside the scope of this study.

The t-test results indicate that employee empathy (X₁) has a significant effect on customer satisfaction (Y), with a t-value of 2.488, which is greater than the t-table value of 1.99656, and a significance value of 0.015 < 0.05. Therefore, H₀₁ is rejected and H₁ is accepted. Work professionalism (X₂) also has a significant effect on customer satisfaction, with a t-value of 2.407, exceeding the t-table value of 1.99656, and a significance value of 0.019 < 0.05. Thus, H₀₂ is rejected and H₂ is accepted. Furthermore, service quality (X₃) has a significant effect on customer satisfaction, with a t-value of 12.593, which is greater than the t-table value of 1.99656, and a significance value of 0.000 < 0.05. Accordingly, H₀₃ is rejected and H₃ is accepted.

The F-test results show that the calculated F-value is 235, which is higher than the F-table value of 2.74, with a significance value of 0.000 < 0.05. Therefore, H₀₄ is rejected and H₄ is accepted, indicating that employee empathy, work professionalism, and service quality simultaneously have a significant effect on customer satisfaction at PT Dolarindo Intravalas Primatama.