TA DIGITAL
Pengaruh Kualitas Pelayanan Terhadap kepuasan Pelanggan Pada Perusahaan Daerah Air Minum (PDAM) Kabupaten Semarang Cabang Ungaran
THE INFLUENCE OF SERVICE QUALITY TOWARDS CUSTOMERS SATISFACTION AT PDAM SEMARANG REGENCY OF UNGARAN BRANCH
(CASE STUDY IN REGION EAST UNGARAN SUB DISTRICT)
The problem that occurred at PDAM Semarang Regency of Ungaran Branch was the increase of the number of complaints in 2011 until 2013 that has not been reduced. This research purpose are to know the positive influence of tangible ( ), reliability ( ), responsiveness ( ), assurance ( ), empathy ( ) variable towards customers satisfaction (Y) and to know service quality variable has more dominant positive influence towards customers satisfaction. The methods of collecting data are interviews, questionnaires, and literature study. The sampling technique used was purposive sampling with sample of 100 respondents. The analysis technique used were validity and reliability, multiple linear regression, t-test and F-test, and the coefficient of determination.
On the based of the research results it was obtained the regression equation Y=0,027 + 0.198 +0,155 + 0,131 + 0,385 + 0,111 . The Assurance variable is the more dominant and gives positive influence towards customers satisfaction in Region Ungaran East Sub District . Tangible ( ), reliability ( ), responsiveness ( ), assurance ( ), empathy ( ) variable, partially has positive influence towards customers satisfaction. The F test shows that simultaneously the service quality variables has positive influence towards customers satisfaction. The coefficient of determination shows that 81.3% customers satisfaction influenced by service quality variable, while the remaining 18.7% influenced by other variable which are not included in this research.
Keywords: Service Quality, Customers Satisfaction
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