Pengaruh Dimensi Servicescape Terhadap Kepuasan Pelanggan Pada Perusahaan Daerah Air Minum (PDAM) Kabupaten Lumajang

Abstract

Public Service is a benchmark of government agencies and institutions that can determine the performance of employees of a service to the community and can affect satisfaction & comfort to be obtained without having to prioritize their needs. The purpose of this study is to determine the effect of the dimensions of servicescape consisting of ambient conditions, spatial layout / functionality, and signs, symbols, and artifacts to customer satisfaction in PDAM in Lumajang Regency. The type of research is quantitative. The population in this study all city area customers who provide payment and sample services amounted to 60 respondents. The method of analysis uses multiple linear regression analysis. The results showed that simultaneously servicescape dimensions consisting of ambient conditions, spatial layout / functionality, and signs, symbols, and artifacts have a significant effect on customer satisfaction. While partially the surrounding conditions do not have a significant effect.