The Effect of Service Quality and Interpersonal Communication Toward Company Image (A Case Study at PT. Kapasan Oriental Express Surabaya)

Abstract

Competition among companies is something unavoidable, therefore the company must perform its best by increasing the level of service quality. If the company focuses on service quality, we can assume that company business performance will increase as well. In this research, we would like to test and analyze the effect of service quality and interpersonal communication toward the company image at PT. Kapasan Oriental Express Surabaya. We use sample of 60 company customers whereas for the collecting method, questionnaire is used. For the analysis we use double regression analysis with the help from statistical programs for social science (SPSS). The results from this research are: (1) simultaneously, there is a significant effect between service quality and interpersonal communication toward the company image; (2) partially, there is a significant effect between service quality toward the company image: (3) partially, there is a significant effect between interpersonal communication toward the company image. For the conclusion, service quality and interpersonal communication contribute 75.5% to the company image whereas 24 5% are contributed from other unpredictable variables within this research.