PENGARUH LAYANAN KEAMANAN YANG DITAWARKAN OLEH PT. INTAN PRAMADITA MALANG TERHADAP KEPUASAN CUSTOMER INSTANSI PENGGUNA

Merdana, Ryann Pablo. 2025. The Influence of Security Services Offered by PT. Intan Pramadita Malang on Customer Satisfaction of User Institutions. Communication Science Study Program, Faculty of Social and Political Sciences, University of Muhammadiyah Malang. Advisor: Sugeng Winarno S.Sos, . M.A.
This research has a background of the importance of security services in supporting agency operational activities and building customer trust. The purpose of this study is to determine whether there is a significant influence between the security services offered by PT. Intan Pramadita Malang on customer satisfaction of user agencies, to how much contribution security services make in preventing the threat of loss trust that has an impact on customer satisfaction of user agencies. This research uses a quntitative approach with a survey method. Data were collected through the distribution of questionnairs to 9 respondents from 3 institutions that have used the security services of PT. Intan Pramadita Malang. The sampling technique used was Total Sampling, because the population is used as a respondent as a research sample.
The validity test results showed that all items in the research instrument had correlation values greater than 0.514, declared valid. The Cronbach’s Alpha reliability test produced a figure of 0.787 indicating that the instrument used is reliable. Furthermore, the results of inferential analysis using the Pearson Product Moment correlation test showed that there was a strong relationship between security services and customer satisfaction, with a significance value of 0.014 which is smaller than 0.05. This means there is a significant influence between security services and customer satisfaction. The results of the determination coefficient test (R Square) showed that the influence of security services on customer satisfaction of user agencies was 60%.
Based on the results of descriptive analysis, it can be concluded that the security services offered PT. Intan Pramadita Malang play an important role in increasing customer satisfaction of user agencies, especially in building security and trust in the operations of service agencies.