The Influence of Employee Relations Quality on Customer Service Satisfaction at Kurnia Emas Store

Eka Damayanti; Septy Nurmala Alvianti; Jamilatul Qomariyah; Iriani Ismail

doi:10.55606/ijemr.v4i2.451

The Influence of Employee Relations Quality on Customer Service Satisfaction at Kurnia Emas Store

Authors

Eka Damayanti Universitas Trunojoyo Madura
Septy Nurmala Alvianti Universitas Trunojoyo Madura
Jamilatul Qomariyah Universitas Trunojoyo Madura
Iriani Ismail Universitas Trunojoyo Madura

DOI:

https://doi.org/10.55606/ijemr.v4i2.451

Keywords:

Customer Satisfaction, Employee Relationships, Service Quality

Abstract

This study investigates the influence of employee relationship quality on customer service satisfaction at the Toko Kurnia Emas. The central issue addressed is the extent to which positive interpersonal relationships among employees enhance the quality of service experienced by customers. Accordingly, the research focuses on assessing the degree of impact that employee relationship quality exerts on customer satisfaction. Employing a quantitative approach with a descriptive correlational design, the study involved 15 employees and 15 customers selected through total and purposive sampling techniques, respectively. Data were collected via a Likert-scale questionnaire and analyzed using simple linear regression to examine the relationship between variables. The findings reveal a significant positive relationship between the quality of employee relations and customer service satisfaction. In essence, harmonious employee interactions contribute to higher levels of customer satisfaction. This study offers practical insights for managers in the retail sector, emphasizing the importance of fostering strong internal relationships to enhance overall service performance. Future research is encouraged to include a larger sample and explore additional variables, such as employee training and professional development, that may influence customer satisfaction

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Published

2025-06-04

How to Cite

Eka Damayanti, Septy Nurmala Alvianti, Jamilatul Qomariyah, & Iriani Ismail. (2025). The Influence of Employee Relations Quality on Customer Service Satisfaction at Kurnia Emas Store. International Journal of Economics and Management Research, 4(2), 696–703. https://doi.org/10.55606/ijemr.v4i2.451