Analisis Kualitas Layanan Daerah Air Minum terhadap Kepuasan Pelanggan : Studi pada PDAM Bersujud Kabupaten Tanah Bumbu Kalimantan Selatan

Raudatul Jannah; Anwar Ramli; Muhammad Ilham Wardhana Haeruddin; Siti Hasbiah; Muhammad Ichwan Musa

doi:10.59603/ebisman.v2i4.586

Authors

Raudatul Jannah Universitas Negeri Makassar
Anwar Ramli Universitas Negeri Makassar
Muhammad Ilham Wardhana Haeruddin Universitas Negeri Makassar
Siti Hasbiah Universitas Negeri Makassar
Muhammad Ichwan Musa Universitas Negeri Makassar

DOI:

https://doi.org/10.59603/ebisman.v2i4.586

Keywords:

Service Quality, Customer Satisfaction, Public Services

Abstract

This research aims to determine the effect of service quality on customer satisfaction at the Regional Water Utility (PDAM Bersujud) in Tanah Bumbu Regency. The independent variable in this study is service quality, while the dependent variable is customer satisfaction. This is a quantitative study employing a descriptive approach. The sample consists of 100 individuals, all active customers of the Regional Water Utility Bersujud in Tanah Bumbu Regency up until 2023. Data collection was carried out using a questionnaire survey method. The data analysis technique utilized statistical tests, including Regression and t-tests, with the help of Statistical Product and Service Solution (SPSS) software. The results of this study indicate that service quality (X) has a positive and significant effect on customer satisfaction (Y) at the Regional Water Utility (PDAM) Bersujud in Tanah Bumbu Regency.

References

Kotler, P., & Keller, K. L. (2009). Manajemen pemasaran (13th ed.; S. S. Adi Maulana & S. E. Yayat Sri Hayati, Eds.). Erlangga.

Priyambodo, I. G., & Suprijati, J. (2022). The influence of overall corporate image and culture towards customer loyalty (Case study on Pegadaian Ltd., Surabaya Regional Office). Journal Fakultas Ekonomi Universitas Dr Soetomo, 28(1), 17–28.

Putri, R. (2014). Manajemen pemasaran modern. Liberty.

Riyanto, A. (2017). Hubungan kualitas pelayanan dengan kepuasan pelanggan pada PDAM cabang Cibadak Kabupaten Sukabumi. Open Science Framework, 8.

Sirhan, F., Wahyu, W., & Agung, S. (2016). Pengaruh kualitas pelayanan terhadap kepuasan dan loyalitas mahasiswa (Studi pada mahasiswa Strata I Fakultas Ilmu Sosial dan Ilmu Politik Universitas Merdeka Malang). Jurnal Bisnis Dan Manajemen, 3(1), 120–134.