Pengaruh Implementasi Teknologi Digital Terhadap Efisiensi Operasional Dan Kepuasan Pelanggan Di Sektor Jasa (Studi Kasus Pada PT. Sinar Waringin Adikarya)

Abstract

Abstract

This study aims to analyze the effect of digital technology implementation on operational efficiency and customer satisfaction at PT. Sinar Waringin Adikarya. The rapid development of digital technology has encouraged service companies, particularly in the construction sector, to adopt digital systems to improve efficiency and service quality. This research employed a quantitative descriptive approach with a sample of 30 respondents consisting of 15 employees and 15 clients. Data were collected through questionnaires using a Likert scale and analyzed using multiple linear regression with SPSS. The results indicate that digital technology implementation has a positive and significant effect on operational efficiency and customer satisfaction. Furthermore, operational efficiency also has a significant positive effect on customer satisfaction. These findings confirm that digital transformation plays a strategic role in enhancing operational performance and strengthening customer trust in service-based companies.

Keywords: Digital Technology Implementation, Operational Efficiency, Customer Satisfaction, Service Sector