Pengaruh Sistem Pembayaran Tunai dan Kualitas Pelayanan terhadap Kepuasan Pelanggan pada PT Bakti Orion Sentosa

Fidya Islamiati; Darma Wijaya

doi:10.61132/maeswara.v4i4.2786

Authors

Fidya Islamiati Universitas Bina Sarana Informatika
Darma Wijaya Universitas Bina Sarana Informatika

DOI:

https://doi.org/10.61132/maeswara.v4i4.2786

Keywords:

Cash Payment System, Customer Satisfaction, PT Bakti Orion Sentosa, Service Quality, Transaction

Abstract

This study aims to analyze the effect of the cash payment system and service quality on customer satisfaction at PT. Bakti Orion Sentosa. The research was motivated by the continued use of a manual cash payment system, which may influence transaction effectiveness, service quality, and customer satisfaction. This study employed a quantitative method with descriptive and associative approaches. The population consisted of all customers of PT. Bakti Orion Sentosa, with a sample of 40 respondents selected through probability sampling using the simple random sampling method. Data were collected through questionnaires containing 30 statement items, observation, and documentation. Data analysis was conducted using SPSS, including validity and reliability tests, classical assumption tests, multiple linear regression analysis, t-test, F-test, and coefficient of determination (R²). The results showed that the cash payment system had a positive and significant effect on customer satisfaction (sig. 0.043), while service quality also had a positive and significant effect (sig. 0.036). Simultaneously, both variables significantly affected customer satisfaction (F-value 82.462; sig. 0.000). The R² value of 0.817 indicates that 81.7% of customer satisfaction variation is explained by these variables, while 18.3% is influenced by other factors.

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