ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PADA PDAM BANDARMASIH WILAYAH BANJARMASIN TIMUR

Abstract

The purpose of this study were to: (1) identify and analyze the influence of the quality of service through reliability, assurance, tangibles, emphaty, and responsiveness variables to customer satisfaction simultaneously on PDAM Bandarmasih in Eastern Banjarmasin, (2) identify and analyze the influence of quality services through the variable reliability, assurance, tangibles, emphaty, and partial responsiveness to customer satisfaction at PDAM Banjarmasin Bandarmasih Eastern Region, and (3) identify and analyze the quality of services that have a dominant influence on customer satisfaction in PDAM Bandarmasih in Eastern Banjarmasin. Based on the results of a survey that customer complaints on service taps Bandarmasih in the East Banjarmasin still frequently encountered, whether it be a lack of clean and good quality water supply, or in other words often jammed and there is still a murky water, leaking pipes, the low quality the service due to change of name, place of payment, the officer in the face of customer responsiveness, and the rate of water loss. This 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. The population in this study are PDAM Bandarmasih customers in Eastern Banjarmasin with a sample of as many as 100 customers. Types of data in the 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 was performed using multiple regression methods. Based on the results of multiple regression that simultaneously the variable quality of service (Reliability, Assurance, Tangibles, Empathy, Responsiveness) has a significant influence on customer satisfaction PDAM Banjarmasin Bandarmasih in Eastern Region. Reliability variable (X1), assurance (X2), tangibles (X3) empathy (X4), responsiveness (X5), partially has a significant effect on customer satisfaction PDAM Bandarmasih in Eastern Banjarmasin. Tangibles variable (X3) is the most dominant variables that affect customer satisfaction PDAM Bandarmasih in Eastern Banjarmasin.