Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Perusahaan Daerah Air Minum (PDAM) Kabupaten Flores Timur

Laurensius Boro Kereta
Journal article Jurnal Administrasi Publik dan Birokrasi • 2014

Download full text
(Bahasa Indonesia, 21 pages)

Abstract

PDAM is one of the agencies that often gets complaints from customers regarding the quality of service. These include complaints about the handling of complaints that the response was slow, slow handling of the pipe leak. This study aims to analyze (1) the extent to which the influence of service quality (reliability, responsiveness, assurance, empathy, and tangible) to customer satisfaction in the PDAM Kabupaten Flores Timur together, and (2) the extent to which the influence of service quality (reliability, responsiveness, assurance, empathy, and tangible) to customer satisfaction in the PDAM Kabupaten Flores Timur partially. The method used in this research is descriptive quantitative research methods. The independent variable in this study is the quality of service, which consists of reliability (X1), responsiveness (X2), assurance (X3), empathy (X4), and tangible (X5). Meanwhile, the dependent variable in this study is customer satisfaction (Y). As for the population in this study is the PDAM Kabupaten Flores Timur customers. Specified number of respondents of 100 respondents. The samples using nonprobability sampling, is by purposive sampling.. The data was collected through questionnaires and observations. Analysis of data using multiple regression analysis. The results showed that (1) Taken together or simultaneously all the variables, namely the reliability factor (reliability) (X1), factor responsiveness (responsiveness) (X2), the belief factor (assurance) (X3), factor empathy (empathy) ( X4), and intangible factors (tangible) (X5) and a significant positive effect on customer satisfaction PDAM Kabupaten Flores Timur, and (2) Partially reliability factor (reliability) (X1), security (assurance) (X3), and intangible factors (tangible) (X5) and a significant positive effect on customer satisfaction PDAM Kabupaten Flores Timur. In contrast, factor responsiveness (responsiveness) (X2) and factor empathy (empathy) (X4) in this model and no significant positive effect on customer satisfaction PDAM Kabupaten Flores Timur.

Metrics

  • 674 views
  • 739 downloads

Journal

Jurnal Administrasi Publik dan Birokrasi

Jurnal Administrasi Publik dan Birokrasi ini merupakan media untuk mempublikasikan berbagai artik... see more