Date: 20-10-2021 Digital Publication Services : OSREL | JABM | JAM | ABMR | ABMCS

Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Pengguna Jasa Pemakain Air PDAM di Kota Probolingo (Studi Pada, RT 3 dan 4 Kelurahan Curahgrinting Kota Probolinggo)

Author Icha Oktaviani Puteri
Category Manajemen Pemasaran


This study aims to find out and analyze how much influence the service quality dimensions are Reliability, Responsivness, Emphaty, Tangibles, and Assurance on the level of customer satisfaction that uses the services of PDAM Probolinggo City and analyze the most dominant factors in influencing customer satisfaction. The research method used in this study is a method of data collection, namely questionnaires and literature studies with a quantitative type of correlational approach research, and the method of determining the sample used is Accidental Sampling technique as many as 67 samples. The analysis method used is multiple linear regression. Based on the results of the study, a regression equation such as: Y = 1,160 + 0,120X1 + 0,419X2 + 0,052X3 + 0,217X4 + 0,107X5. Based on statistical data analysis, the indicators in this study are valid and the variables are reliable. In the classical assumption test, the regression model is free of multicollinearity and heteroscedasticity does not occur. The individual order of each the most influential or dominant variables is the Responsivness variable with a regression coefficient of 41.9%, then Tangibles with a regression coefficient of 21.7%, then Assurance with a regression coefficient of 10.7%, Emphaty of 5 , 5%, while the lowest variable is Reliability with a regression coefficient of 12.0%. PDAM Probolinggo City needs to maintain the elements that have been considered good by customers, and improve things that are still lacking.