Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Perusahaan Daerah Air Minum (Pdam) Bandarmasih Kota Banjarmasin

Authors

  • Muhammad Ihsan Administrasi Bisnis, Politeknik Negeri Banjarmasin
  • Riswan Yunida Administrasi Bisnis, Politeknik Negeri Banjarmasin
  • Hikmayanti Huwaida Manajemen Informatika, Politeknik Negeri Banjarmasin
  • Novi Shintia Administrasi Bisnis, Politeknik Negeri Banjarmasin
  • Rini Amelia Administrasi Bisnis, Politeknik Negeri Banjarmasin
  • Muhammad Wahyu Wardhana Bisnis Digital, Politeknik Negeri Banjarmasin

DOI:

https://doi.org/10.1234/bima.v2i1.2062

Keywords:

dimensions of service quality, service quality, Customer Satisfaction

Abstract

The aims of this research are: (1) To find out whether service quality (tangible, reliability, responsiveness, assurance, empathy) has a simultaneous effect on customer satisfaction of the Bandarmasih Regional Drinking Water Company (PDAM) in Banjarmasin City. (2) To find out whether service quality (tangible) has a partial effect on customer satisfaction of PDAM Bandarmasih, Banjarmasin City. (3) To find out whether service quality (reliability) has a partial effect on customer satisfaction of PDAM Bandarmasih, Banjarmasin City. (4) To find out whether service quality (responsiveness) has a partial effect on customer satisfaction of PDAM Bandarmasih, Banjarmasin City. (5) To find out whether service quality (assurance) has a partial effect on customer satisfaction (PDAM) Bandarmasih, Banjarmasin City. (6) To find out whether service quality (emphaty) has a partial effect on customer satisfaction of PDAM Bandarmasih, Banjarmasin City. (7) To find out which variables of service quality (tangible, reliability, responsiveness, assurance, empathy) are most dominant in influencing customer satisfaction of PDAM Bandarmasih, Banjarmasin City. The method used in this study is a quantitative research method with multiple linear regression. The findings of this study indicate that: (1) The independent variables namely service quality (tangible, reliability, responsiveness, assurance, empathy) simultaneously affect customer satisfaction by 74.2%, while the remaining 25.8% are influenced by other variables outside this research. (2) Tangible variable (X1) has no significant effect partially on customer satisfaction (Y) with a Tcount of 0.988. (3) The realibility variable (X2) has a partially significant effect on customer satisfaction (Y) with a Tcount of 3.196 (4) The responsiveness variable (X3) has no partially significant effect on customer satisfaction (Y) with a Tcount of -1.506. (5) Assurance variable (X4) has no significant effect partially on customer satisfaction (Y) with a Tcount of 0.443. (6) The empathy variable (X5) has a partially significant effect on customer satisfaction (Y) with a Tcount of 4.999. (7) the empathy variable (X5) has the most dominant influence on customer satisfaction (Y) with the highest r2 value of 0.209 or 20.9%.

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Published

31-03-2023

How to Cite

Ihsan, M., Yunida, R., Huwaida, H., Shintia, N., Amelia, R., & Wahyu Wardhana, M. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Perusahaan Daerah Air Minum (Pdam) Bandarmasih Kota Banjarmasin. Jurnal Bisnis Dan Manajemen, 2(1), 44–53. https://doi.org/10.1234/bima.v2i1.2062