The  effect of service quality and coal price perceptions on customer satisfaction at PT Bukit Asam, TBK

Beno Rahman; Marlina Widiyanti; Muchsin Saggaf Shihab; Aslamia Rosa

doi:10.21744/ijss.v7n4.2327

Authors

Beno Rahman Sriwijaya University, Palembang, Indonesia
Marlina Widiyanti
marlinawidiyanti@fe.unsri.ac.id
Sriwijaya University, Palembang, Indonesia
Muchsin Saggaf Shihab Sriwijaya University, Palembang, Indonesia
Aslamia Rosa Sriwijaya University, Palembang, Indonesia

Keywords:

customer satisfaction, price perception, service quality

Abstract

This study aims to analyse the effect of service quality and price perception on customer satisfaction of PT Bukit Asam Tbk. As one of the largest coal mining companies in Indonesia, customer satisfaction is a critical aspect to maintain market share in the midst of intense competition. The research was conducted using quantitative methods using questionnaires to customers in several operational units. The sample used in this study was 100 respondents with purposive sampling method. The results of multiple linear regression analysis show that service quality and perceived coal prices have a positive and significant effect on customer satisfaction. These findings indicate the importance of improving services and adjusting prices in accordance with customer expectations to maximise customer satisfaction and loyalty.

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