PENGARUH PELAYANAN CUSTOMER SERVICE TERHADAP PENINGKATAN CITRA PERUSAHAAN: STUDI KORELASIONAL PADA PT. ACE HARDWARE INDONESIA, TBK. DI LENMARC MALL SURABAYA

Abstract

Service is very important thing take precedence in the company of retail. The one that applied
is the service excellence. Basically, satisfaction and comfort comes from service excellence to
customers. All parties who were in the company should be involved in providing service excellence.
Provide service excellence to customers with good attitude, can increase the positive corporate image.
This research aims to know there is not a relationship of service Customer Service against the
influence of the improvement of corporate image in PT. ACE Hardware Indonesia, Tbk. at Lenmarc
Mall Surabaya. The research method use is the method of quantitative research with correlation
approach. The sample use as many as 100 customers/ respondents who came to shopping at PT. ACE
Hardware Indonesia, Tbk. Lenmarc Mall Surabaya. Sampling technique used was Quota Sampling
with method of data collection is the spread of questionnaire. Data analysis use is simple correlation
analysis, t test and simple linear regression analysis with manual calculation. Based on the hypothesis
test result where NH>NT (9,8217>1,9842) there was significant influence between service of
Customer Service towards the improvement of the corporate image. And from the results of
correlation test of the 0,759 correation approach +1 with sig. 0,000>0,05 that there is a significant
influence on relations between the service of Customer service towards the improvement of the
corporate image.
Keywords: Service, Customer Service, Corporate Image.