The Effect of Service Quality and Service Timeliness on Consumer Satisfaction of Amuri Laundry Services in Depok City, West Java

Anggelica Dewi Ciemata Laia; Fedianty Augustinah; Sarwani

doi:10.63922/ijbqr.v4i03.5633

Anggelica Dewi Ciemata Laia Universitas Dr. Soetomo Surabaya, Indonesia
Fedianty Augustinah Universitas Dr. Soetomo Surabaya, Indonesia
Sarwani Universitas Dr. Soetomo Surabaya, Indonesia

DOI: https://doi.org/10.63922/ijbqr.v4i03.5633

Keywords: Service Quality, Service Timeliness, Customer Satisfaction, Laundry Services, Consumer Behavior

Abstract

This study aims to analyze the effect of Service Quality and Service Timeliness on Customer Satisfaction at Amuri Laundry, Depok City, West Java. The increasing competition in the laundry service industry requires businesses to continuously improve service quality and operational efficiency to maintain customer satisfaction and loyalty. This research employed a quantitative approach using a structured questionnaire distributed to 100 customers of Amuri Laundry. The collected data were analyzed using multiple linear regression with IBM SPSS Statistics 26. Prior to hypothesis testing, the research instrument passed the validity and reliability tests, with a Cronbach's Alpha value of 0.925, indicating excellent internal consistency. The findings reveal that Service Quality has a positive and significant effect on Customer Satisfaction (β = 0.364; t = 3.872; p < 0.001). Similarly, Service Timeliness has a positive and significant effect on Customer Satisfaction (β = 0.465; t = 4.947; p < 0.001) and is identified as the dominant factor influencing customer satisfaction. Furthermore, the simultaneous test confirms that Service Quality and Service Timeliness jointly have a significant effect on Customer Satisfaction (F = 70.611; p < 0.001). The coefficient of determination (R² = 0.593) indicates that 59.3% of the variation in customer satisfaction is explained by the two independent variables, while the remaining 40.7% is influenced by other factors outside the scope of this study. The findings suggest that improving service quality and ensuring timely service delivery are essential strategies for enhancing customer satisfaction and strengthening the competitiveness of laundry service providers.

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