The Influence of Service Quality on Customer Satisfaction of Regional Drinking Water Company (PDAM) “Delta Tirta”
Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Perusahaan Daerah Air Minum (PDAM) “Delta Tirta”
Abstract
Good public services are services that can meet Servqual indicators, that’s tangible, reliability, responsiveness, assurance, and empathy. However, there are still many services that are not good. The problems that occur in PDAM "Delta Tirta" Sidoarjo Regency are still complaining about the quality of the water being cloudy, sandy, water turning off at certain hours and increasing the increasingly expensive tariffs that are not in accordance with the service, thus causing dissatisfaction by customers. This study aims to examine the effect of service quality on customer satisfaction at PDAM "Delta Tirta" Sidoarjo Regency either simultaneously or partially. This research method uses correlational quantitative. The focus of the research is the quality of service and customer satisfaction and the customers of PDAM "Delta Tirta" Sidoarjo Regency as research subjects. The sample is 400 respondents. Data derived from questionnaires were then analyzed using multiple linear regression analysis and classical assumption test. The results show that 1) the quality of service has a positive influence on customer satisfaction of PDAM "Delta Tirta" Sidoarjo Regency, 2) service quality has a significant influence on customer satisfaction of PDAM "Delta Tirta" Sidoarjo Regency, and 3) service quality has a positive and significant impact on customer satisfaction of PDAM "Delta Tirta" Sidoarjo Regency.
References
Rudi, Pengaruh Kualitas Pelayanan Publik terhadap Kepuasan Pelanggan PDAM Medan Kota, Jurnal Pendidikan Ilmu-Ilmu Sosial vol.10 no.1 pp 155-160, April 2018.
Rezha, Rahman, Erlina .P, Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Peningkatan Kepuasan dan Loyalitas Pelanggan PDAM Kota Makassar, Journal of Business Administration vol.3, no.2, 2019
Cici Mei, Kualitas Pelayanan PDAM “Delta Tirta”, Indonesian Journal of Public Policy Review vol.14, 2021.
A. Parasuraman, L. L, “ SERVQUAL: A Multiple-Item Scale For Measuring Consumer Perception of Service Quality. Jurnal of Retailing, 64(1), 12-37, 2014.
Ghozali, Aplikasi Analisi Multivarite Dengan Program SPSS, Semarang: Mandar Maju, 2011
Danang S, Analisis Validitas & Asumsu Klasik, Gava Media, 2012
Sugiyono, Statistika untuk Penelitian, Bandung: Alfabeta, 2009
Sugiyono, Metode Penelitian Pendidikan (Pendekatan Kuantitatif, Kualitatif, dan R&D), Bandung: Alfabeta, 2013
Kotler.p & Keller, Manajemen Pemasaran, Edisi 13, Jilid 1, Jakarta: PT Indeks, 2009
Subawa, Pengaruh Harapan Pelanggan dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PDAM Kabupaten Buleleng, Jurnal Manajemen, vol.7, no.1 pp. 106-113, April 2021
Copyright (c) 2022 Iva Mareta Dewi, Lailul Mursyidah
This work is licensed under a Creative Commons Attribution 4.0 International License.