Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan PDAM Di Kelurahan Gentan Kecamatan Bendosari Kabupaten Sukoharjo

Aji, Angga Permadi Krisna and , Drs.Sujadi.,M.M (2016) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan PDAM Di Kelurahan Gentan Kecamatan Bendosari Kabupaten Sukoharjo. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

In this study aims to determine the effect of service quality consists of 5 dimensions include Tangibles, Reliability, Responsiveness, Assurance, and Empathy to customer satisfaction in the taps in the village Gentan Bendosari District of Sukoharjo district. The population in this study is a customer taps the District Gentan Village Bendosari Sukoharjo district. Due to limited capacity, time, energy, and large numbers of the population, so that the sample used in the study of 100 respondents from the amount the customer taps the District Bendosari Regency Village Gentan Sukoharjo.Pada this study using sampling techniques, the choice of the sample area using administrative area that is customer located in the Village area Gentan Bendosari District of Sukoharjo regency administration to a payment in Sukoharjo taps. The analytical method used in this research is by using multiple linear regression analysis and hypothesis testing by t test and F test Based on the results of the analysis can be concluded the following research, the results of the t test (partial) that the quality of their service visits from five dimensions include Tangibles, Reliability, Responsiveness, Assurance, and Empathy partially have a significant influence on customer satisfaction in the taps in the village Gentan Subdistrict Bendosari Sukoharjo district. The result of F test (simultaneous) indicates that the quality of their service visits from five dimensions include Tangibles, Reliability, Responsiveness, Assurance, and Empathy simultaneously have a significant influence on customer satisfaction in the taps in the village Gentan Bendosari District of Sukoharjo district. Keywords: Tangibles, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction, and Quality of Service.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Tangibles, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction, and Quality of Service.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	ANGGA PERMADI KRISNA AJI
Date Deposited:	11 Feb 2016 09:34
Last Modified:	26 Dec 2016 09:06
URI:	http://eprints.ums.ac.id/id/eprint/41216

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