Proceedings are open access

Bangkok, Thailand · 1-3 July 2026 · e-ISSN 3047-857X

INSYMA International Symposium on Management

Proceedings papers / Pages 729-734

The Effect of Service Quality and Facility on Customer Satisfaction at Depot Tanjung Api Malang

  1. Ainun Zakia
  2. Fullchis Nurtjahjani
  3. Farida Akbarina
  • Business Administration Department, State Polytechnic of Malang
Volume 23 · 2026 Pages 729-734 e-ISSN 3047-857X English

Abstract

The purpose of this study is to analyze the effects of Service Quality and Facility on Customer Satisfaction at the Depot Tanjung Api Malang. This study was conducted using a quantitative research approach. Data were collected by distributing questionnaires to customers visiting Depot Tanjung Api Malang. The sample consisted of 100 respondents, selected using non-probability sampling with a purposive sampling method. The data were analyzed using IBM SPSS Statistics. The results of the study indicate that Service Quality has a positive and significant effect on Customer Satisfaction, while Facility does not have a significant effect on Customer Satisfaction.

Keywords

  • Service Quality
  • Facility
  • Customer Satisfaction

Citation

Ainun Zakia, Fullchis Nurtjahjani, Farida Akbarina. (2026). The Effect of Service Quality and Facility on Customer Satisfaction at Depot Tanjung Api Malang. Proceedings of the International Symposium on Management, 23, 729-734.

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