Analisis Pengaruh Kualitas Pelayanan, Kualitas Kinerja Pegawai Dan Kualitas Barang Terhadap Kepuasan Pelanggan Kelompok Rumah Tangga Perusahaan Daerah Air Minum Kabupaten Seruyan

Sutrisman Sutrisman
Journal article Jurnal Administrasi Publik dan Birokrasi • 2014

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(Bahasa Indonesia, 12 pages)

Abstract

As the regional water company (Seruyan PDAM) engaged in the service of clean water, it will depend on cutomer loyalty. Customer satisfaction is part of one of the goals of the company.. This study on customer satisfaction was very useful to know how far the customers responded to the marketed product. The variables which affected customer satisfaction were the quality of service, the quality of employee performace and the quality of product . The respondents of study were 95 people who were PDAM household customers. The multiple regression was taken from SPSS for Windows 14.0, which was Y = (20,252) + 0,100 X1 + 0,109 X2 + 0,467 X3, the constant value of 20,252 indicated that if X1, X2, X3 had those values then the value of customer satisfaction (Y) was 20,252. Quality of service ( X1 ) contributed positively to customer satisfaction ( Y ) of 0,100, quality performance of employees ( X2 ) contributed positively to customer satisfaction ( Y ) of 0,109, Quality of Goods ( X3 ) contributed positively to customer satisfaction ( Y ) of 0,467. The results of the F test with Adjusted R Square of 0.293 indicated that variables X1, X2 and X3 jointly also affected customer satisfaction.

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