PENGARUH KUALITAS PELAYANAN PDAM KOTA MAKASSAR

Abstract

Purpose of this study was to; (1) Identify and analyze the influence of the variable quality of service through reliability, assurance, tangibles, emphaty, and responsiveness to customer satisfaction simultaneously on PDAM Kota Makassar, (2) Identify and analyze the influence of the variable quality of service through reliability, assurance, tangibles, empathy, and partial responsiveness to customer satisfaction on PDAM Kota Makassar, and (3) identify and analyze the quality of services that have a dominant influence on customer satisfaction on PDAM Kota Makassar. Based on the results of a survey that customer complaints on service PDAM Kota Makassar still frequently encountered, whether it be lack of clean water supply and quality is much better, in other words often jammed and there is still a murky water, leaky pipes, the low quality of the service due to change of name, place of payment, officer in the face of customer responsiveness, and the rate of water loss. Study is a survey research in this type of survey research is by taking a sample from a population using a questionnaire as a data collection tool. Population in this study is that there PDAM Kota Makassar customers with the sample of 100 customers. Types of data in this study is quantitative and qualitative data, while the source data using primary and secondary data. Sampling procedures and data collection through observation and questionnaires. Data analysis is done using multiple regression methods. Based on the results of multiple regression that simultaneously the variable quality of service (reliability, assurance, tangibles, empathy, and responsiveness) have a significant influence on customer satisfaction PDAM Kota Makassar. Variable partial reliability (X1), assurance (X2), tangibles (X3), empathy (X4), and responsiveness (X5) has a significant influence on customer satisfaction PDAM Kota Makassar. Tangibles variable (X3) is the most dominant variables that affect customer satisfaction PDAM Kota Makassar.