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

Fira Junia Ananda () and Inggrid Wahyu Sinaga ()
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Fira Junia Ananda: Politeknik Negeri Batam
Inggrid Wahyu Sinaga: Politeknik Negeri Batam

A chapter in Proceedings of the Sixth International Conference on Applied Economics and Social Science (ICAESS 2024), 2025, pp 144-157 from Springer

Abstract: 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.

Keywords: Service Quality; Reliability; Responsiveness; Assurance; Empathy; Tangible; Customer Satisfaction (search for similar items in EconPapers)
Date: 2025
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DOI: 10.2991/978-94-6463-640-6_12

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