The Effect of Clean Water Service Quality on Customer Satisfacton in Local Water Supply Company (PDAM) of Denpasar City
| Main Author: | Gaol, Cindy Meilani br. Lumban |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2020
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| Subjects: | |
| Online Access: |
http://repository.ub.ac.id/188601/1/Cindy%20Meilani%20br.%20Lumban%20Gaol.pdf http://repository.ub.ac.id/188601/ |
Daftar Isi:
- Fulfillment of clean water for the community is one of the responsibilities of Government and Local Government as part of the public services. The provision of most clean water needs in Indonesia is conducted by Local Water Supply Companies (PDAMs).The Province of Bali is one of the provinces in Indonesia whose needs for providing clean water to its people depend on the PDAM. From the data of Statistics of Bali Province, In 2015, Denpasar City is the city with the highest total clean water use in Bali Province namely 25,056,000 m3 . PDAM of Denpasar City strives to optimize their performance to fulfill the clean water needs of the community. Improvement of PDAM service quality is crucial because it has an impact on customer satisfaction. PDAM’s efforts to improve the quality of public services is not fully maximized. This is seen from there are still many complaints submitted by the community as customers of PDAM of Denpasar City. If complaints can be resolved, then public trust and satisfaction will return or even increase. This research aims to examine the effect of clean water service quality provided by PDAM of Denpasar City on customer satisfaction. Factors that determine service quality focuses on five service dimensions by Pasuranman et al., such as Tangibles, Responsiveness, Reliability, Empathy, and Assurance. This research is included in the explanatory research with a quantitative approach involving 348 customers of PDAM Denpasar City as respondents. The sampling technique uses simple random sampling. The data collection technique in this study is a questionnaire.The data analysis technique uses multiple linear regression analysis that is previously tested with the classic assumption that is normality test, multicollinearity test, heteroscedasticity test, F test, t-test, coefficient of determination using IBM SPSS Statistics 25 for Windows. From the results of the study is obtained an average score of customer satisfaction is high (3.71). The service quality of PDAM of Denpasar City in terms of Tangible (3.98 mean score), Reliability (3.84 mean score), Responsiveness (3.68 mean score), Assurance (3.74 mean score), and Emphaty (3.88 mean score) descriptively has met the expectations of its customers. T- Test result shows significant variables (p < 0.05) that effect customer satisfaction are the reliability (p = 0.000), the assurance (p = 0.001), and the emphaty (p = 0,000).