PENGARUH PROFESIONALISME KERJA KARYAWAN TERHADAP KEPUASAN PELANGGAN PADA PT. ISS INDONESIA MEDAN

Abstract

This study aims to determine the influence of employee professionalism, to determine the influence of customer satisfaction, To find out how big influence of employee professionalism to customer satisfaction.  The polution in this research is the representative of the manager and the employee of the PT client ISS INDONESIA numbering 23 people

            The method of data collection conducted in this study by observation, interview, questionnaire and documentation. Where the method of data analysis using quantitative analysis and simple linear regression by testing the hypothesis using t test and coefficient of determination (R2).

            Result of simple linear regression analysis that is Y = 5,282 +(0,849)X + e which indicate there is improvement of customer satisfaction equal to 5,282 while result of t test or partial test indicate that employee work professionalism have positive and significant influence to customer satisfaction which can be seen thitung value = 9,613> ttable 2.07961 at a significant level (α) 5% (0.05). The determinant value R=0.815 mean there is relationship between variables (X) in the form of professionalism of work against customer satisfaction (Y) that is equal to 0,815. And this show a very strong relationship of variable antat. Adjusted value of R_square= 0,815 indicates that the employee’s professionalism (X) is able to expalain customer satisfaction (Y) is 81,5%, the remaining 18,5% is explained by other variables outside the research model.