QUALITY SERVICE AND CUSTOMER RELATIONSHIP MANAGEMENT IMPACTING SATISFACTION IN THE USAGE OF EMPLOYEE SHUTTLE SERVICES AT JIRAN TRANSPORT CO., LTD.

Abstract

         This study aims to investigate: 1. the perceived quality of service of employee shuttle service users, 2. customer relationship management practices, 3. employee satisfaction with the employee shuttle service, 4. the comparison of satisfaction levels among employee shuttle service users, and 5. the influence of service quality and customer relationship management on employee satisfaction with the employee shuttle service of Jiran Transport Co., Ltd. A sample of 170 employees who use the employee shuttle service was selected for this study. Data analysis techniques included frequency distribution, percentage, mean, standard deviation, t-Test, One-Way ANOVA, and multiple regression.

            The findings revealed that demographic factors including gender, age, marital status, and job position did not significantly impact satisfaction with the employee shuttle service. However, employees with different educational levels exhibited significant differences in satisfaction levels. Hypothesis testing showed that service quality and customer relationship management significantly influenced satisfaction with the employee shuttle service. Notably, the company's drivers, service tangibles, reliability, and responsiveness had the most significant impact on employee satisfaction with Jiran Transport Co., Ltd.'s shuttle service.