Determinant of Merchant Satisfaction with EDC Machine Services: The Role of Service Quality and Company Image

Fatimah Nur Anisya; Mariati Tirta Wiyata; Yoki Muchsam

doi:10.31004/riggs.v5i2.14048

Authors

Fatimah Nur Anisya Universitas Sains Indonesia
Mariati Tirta Wiyata Universitas Sains Indonesia
Yoki Muchsam Universitas Sains Indonesia

DOI:

https://doi.org/10.31004/riggs.v5i2.14048

Keywords:

Service Quality, Corporate Image, Customer Satisfaction, EDC Machine, Merchant

Abstract

The increasing use of Electronic Data Capture (EDC) in non-cash transactions requires PT. Catur Daya Sukses, Bandung Branch, to maintain service quality and corporate image to increase customer satisfaction. However, there are still operational constraints on machines and technical services that have the potential to affect customer satisfaction levels. This study aims to analyze the influence of service quality and corporate image on customer satisfaction of EDC machine users. This study uses a quantitative method with an associative approach to 100 merchant using EDC machines selected through a purposive sampling technique. Data were collected through a Likert-scale questionnaire and analyzed using multiple linear regression with the help of SPSS. The results showed that service quality has a significant positive effect on customer satisfaction with a coefficient of 0,640 and p < 0,001, while corporate image has a significant positive effect with a coefficient of 0,355 and p < 0,001. Simultaneously, both variables have a significant effect with an F count of 58,175 and an Adjusted R Square value of 0,536 indicating that 53,6% of the variation in customer satisfaction can be explained by service quality and corporate image. These findings suggest that increasing merchant satisfaction needs to be prioritized through strengthening machine reliability, technician response speed, and corporate image consistency.

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