Pengaruh Kualitas Pelayanan Terhadap Kepuasaan Pelanggan PDAM Tirta Mayang Kota Jambi

Hasanah, Rukyatul and Karim, Navarin and Beriansyah, Alva (2021) Pengaruh Kualitas Pelayanan Terhadap Kepuasaan Pelanggan PDAM Tirta Mayang Kota Jambi. S1 thesis, Universitas Jambi.

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SKRIPSI RUKYATUL HASANAH (2).pdf
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COVER.pdf
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HALAMAN PERSETUJUAN HALAMAN PENGESAHAN-converted (1).pdf
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ABSTRACT.pdf
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Abstract

ABSTRACT Research entitled the influence of service quality on customer satisfaction PDAM Tirta Mayang Jambi City. Based on problems related to customer satisfaction, in this case related to the quality of service that has not been optimal. The purpose of this study was to determine the effect of tangible, reliability, responsiveness, assurance, empathy on PDAM user satisfaction in Jambi City. This study uses a survey method with a population of all customers in three sub-districts in Jambi City with a sample of 100 people. The sampling technique used in this study is proportional random sampling. The data analysis technique used multiple linear regression, t test and objective f using SPSS software. The results showed that physical evidence (tangible) had a positive and significant effect on customer satisfaction at PDAM Tirta Mayang Jambi City. Responsiveness has a positive and significant effect on customer satisfaction at PDAM Tirta Mayang Jambi City. Reliability has a positive and significant effect on customer satisfaction at PDAM Tirta Mayang Jambi City. Assurance has a positive and significant effect on customer satisfaction at PDAM Tirta Mayang Jambi City. Empathy has a positive and significant effect on customer satisfaction at PDAM Tirta Mayang Jambi City.

Type: Thesis (S1)
Uncontrolled Keywords: Keywords : Service Quality, Customers Satisfaction
Subjects: A General Works > AI Indexes (General)
Universitas Jambi (UNJA) > Fakultas Kedokteran dan Ilmu Kesehatan > A General Works > AI Indexes (General)
Divisions: Fakultas Ilmu Sosial dan Politik > Ilmu Pemerintahan
Depositing User: Rukyatul Hasanah
Date Deposited: 30 Jul 2021 02:12
Last Modified: 30 Jul 2021 02:12
URI: https://repository.unja.ac.id/id/eprint/25212

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