RosaRomansari (2009) Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Perusahaan Daerah Air Minum (PDAM) Kabupaten Madiun. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh secara simultan dan parsial dari dimensi kualitas jasa yang terdiri dari variabel bukti fisik, keandalan, daya tanggap, jaminan, dan empati terhadap kepuasan pelanggan PDAM Kabupaten Madiun, serta mengetahui dan menganalisis dimensi kualitas jasa yang dominan berpengaruh terhadap kepuasan pelanggan PDAM Kabupaten Madiun. Penelitian ini dilakukan terhadap pelanggan PDAM Kabupaten Madiun yang berdomisili di Madiun, dengan sampel 100 orang responden. Teknik sampling yang digunakan dalam penelitian ini adalah Purposive Sampling . Teknik pengumpulan data yang digunakan adalah wawancara, kuesioner, dan dokumen. Hasil uji F test terhadap kelima variabel penelitian yaitu bukti fisik (X 1 ), keandalan (X 2 ), daya tanggap (X 3 ), jaminan (X 4 ), dan empati (X 5 ) menunjukkan bahwa kelima variabel tersebut secara bersama-sama (simultan) mempunyai pengaruh nyata terhadap kepuasan pelanggan PDAM Kabupaten Madiun. Hasil uji t test menunjukkan bahwa variabel bukti fisik (X 1 ), keandalan (X 2 ), daya tanggap (X 3 ), jaminan (X 4 ), dan empati (X 5 ) secara parsial mempunyai pengaruh yang signifikan terhadap kepuasan pelanggan PDAM Kabupaten Madiun. Hasil uji t test juga menunjukkan bahwa variabel empati (X 5 ) yang mempengaruhi dominan terhadap kepuasan pelanggan PDAM Kabupaten Madiun. Dari hasil penelitian ini menyarankan kepada PDAM Kabupaten Madiun untuk menciptakan dan mempertahankan kepuasan pelanggan, secara keseluruhan kualitas pelayanan PDAM Kabupaten Madiun perlu ditingkatkan secara berkesinambungan ( Continous Improvement ).
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2009/130/050900859 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Endang Susworini |
| Date Deposited: | 19 Mar 2009 10:16 |
| Last Modified: | 21 Oct 2021 15:52 |
| URI: | http://repository.ub.ac.id/id/eprint/103986 |
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