PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PERUSAHAAN DAERAH AIR MINUM TIRTA TUAH BENUA KUTAI TIMUR CABANG SANGATTA UTARA

Herry Mulyana, Titin Ruliana, Adi Suroso

Abstract


The purpose of this study is : To determine the quality of service to customer satisfaction on PDAM Tirta Tuah Continent East Kutai Sengata Branch . Based on the research results obtained include several variables X1 Tangible , Reliability X2 , X3 Resvonsiveness , Assurance X4 , X5 Emphathy . Measuring the level of customer satisfaction with service Qualityyang models developed by Parasuraman , Zeithaml , and Berry , 1990 consists of five dimensions: Tangible , Reability , Responsiveness , Assurance , and Empathy.Sedangkan to know how much the relationship between the independent variable review of customer satisfaction taps , performed by finding the regression equation .

       The results measure the level of customer satisfaction with the method of Service Quality , in general shows are not satisfied ( 50.20 % ) . Where Responsiveness aspect gives the most impact on customer satisfaction levels compared with other variables taps of 0.708 . Thus the hypothesis states that the variable quality of the Tangible , Reability , Responsiveness , Assurance , and Empathy shows results not satisfied ( 50.20 % ) , based on the analysis of SPSS aspects Resvonsiveness the greatest impact on customer satisfaction

Keywords


service quality, customer satisfaction

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References


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----------Peraturan Daerah Kabupaten Kutai Timur Nomor 29 Tahun 2001 TentangPendirian Perusahaan Daerah Air Minum Kabupaten Kutai Timur.

--------- Peraturan Daerah Kabupaten Kutai Timur Nomor 4 Tahun 2001 Tentang Perubahan Atas Peraturan Daerah Kabupaten Kutai Timur Nomor 15 Tahun 2001


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