Hubungan Kualitas Pelayanan terhadap Kepuasaan Pelanggan pada Kantor Perusahaan Daerah Air Minum di Kota Sampit Kabupaten Kotawaringin Timur

elationship of Service Quality to Customer Satisfaction in Regional Water Company Office in Sampit City, East Kotawaringin Regency

  • Indah Tri Handayani Universitas Muhammadiyah Palangkaraya
  • Fitri Marlita Universitas Muhammadiyah Palangkaraya
Keywords: Service quality, Customer satisfaction, PDAM

Abstract

This study aims to find out and analyze how much the quality of service services relates to the level of satisfaction felt by customers who use the services of Regional Water Companies (PDAMs). The research method used in this study is the observation method, the questionnaire using the Likert scale and the process of determining the sample used is the level of error of 10% as much as 162 samples, the type of research used is associative quantitative that is to find the relationship between service quality and customer satisfaction Testing the hypothesis used is a statistical test with the formula "Product Moment Person". There is a very close relationship between the quality of service to customer satisfaction, from the results of calculations using the product moment person correlation method to get the value of rxy of 0.996 according to the guidelines to provide an interpretation of coefficients the cost is between 0.8-1000. This can be proven that the better or the increased service provided by the PDAM, the higher the level of PDAM customer satisfaction

Downloads

Download data is not yet available.

Author Biography

Indah Tri Handayani, Universitas Muhammadiyah Palangkaraya

References

Achmadi, A. 2015. Kewajiban Pelayanan Publik Oleh Pemerintah Daerah di Era Otonomi. Anterior Jurnal. 14(2):221-227.
Hardiyansyah, 2011. Kualitas Pelayanan Publik. Yogyakarta: Gaya Media.
Hutasoit, 2011. Pelayanan Publik. Jakarta: Magnascript Publishing.
Junaidi, J. 2015. Kualitas Pelayanan Kenaikan Pangkat Pegawai Negeri Sipil Oleh Badan Kepegawaian Daerah Kabupaten Gunung Mas. Pencerah Publik. 2(1):49-55.
Lupiyoadi, Rambat dan Hamdani, A. 2006. Manajemen Penasaran Jasa. Jakarta: Salemba Empat,
Nurbudiyani, I. 2016. Pengaruh Kepuasan Kerja dan Lingkungan Kerja Terhadap Semangat Kerja Pegawai Universitas Muhammadiyah Palangkaraya. Anterior Jurnal. 16(1):7-13.
Nurhalina, N., Dadang, A., Gustinawati, R. 2017. Tingkat Kepuasan Konsumen Di Balai Laboratorium Kesehatan Provinsi Kalimantan Tengah Tahun 2015. Jurnal Surya Medika (JSM). 3(1):64-74.
Pasolong, Harbani. 2016. Teori Administrasi Publik. Bandung: Alfabeta.
Sugiyono. 2007. Metode Penelitian Administrasi. Bandung: Alfabeta.
Syafrudin. 2011. Manajemen Mutu Pelayanan. Jakarta: Trans Info Media.
Tjiptono, Fandy. 2014. Pemasaran Jasa. Yogyakarta: Andi Offset.
Published
2017-10-16
How to Cite
Handayani, I. T., & Marlita, F. (2017). Hubungan Kualitas Pelayanan terhadap Kepuasaan Pelanggan pada Kantor Perusahaan Daerah Air Minum di Kota Sampit Kabupaten Kotawaringin Timur. Restorica: Jurnal Ilmiah Ilmu Administrasi Negara Dan Ilmu Komunikasi, 3(2), 44-47. https://doi.org/10.33084/restorica.v3i2.735

Most read articles by the same author(s)