Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Perusahaan Daerah Air Minum Di Kelurahan Pangkalan Lesung Kabupaten Pelalawan

Muhammad, Bakri (2022) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Perusahaan Daerah Air Minum Di Kelurahan Pangkalan Lesung Kabupaten Pelalawan. Other thesis, Universitas Islam Riau.

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Abstract

The purpose of this study was to determine the effect of service quality on customer satisfaction in the Regional Water Company, Pangkalan Lesung Village. This type of descriptive research uses quantitative methods. The population of the customer community for the Regional Drinking Water Company in the Pangkalan Lesung Village, Pelalawan Regency, which currently amounts to 104 customers and 1 head of the Pangkalan Lesung PDAM Unit. Sampling used purposive sampling method, so that a sample of 51 respondents was determined from PDAM customers. Sources of data used in the form of primary data and secondary data with data collection techniques carried out through the distribution of questionnaires, interviews, observation, and documentation. From the collected data, it is identified and grouped according to their respective criteria, then analyzed in depth and conclusions are drawn based on the statistical processing data used. The results of the study found that the customer quality variable was in the influential category. The customer satisfaction variable is in the influential category. The results of the statistical calculation of the coefficient of determination are known that customer satisfaction can be influenced by service quality by 24.3%. Hypothesis testing can be said that there is an effect of service quality on PDAM customer satisfaction in Pangkalan Lesung Village.

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