Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Pengguna Jasa Air Bersih Tirtoyoso Lumajang

Abstract

This study examines the influence of service quality dimensions consisting of tangible, reliability, responsiveness, assurance and empathy To the customer satisfaction of clean water services tirtoyoso Lumajang.The purpose of this study is to find out how far the dimensions of service quality affect customer satisfaction. The object of this research is clean water service tirtoyoso Lumajnag. Teknik pengambilan sampel dalam penelitian ini menggunakan simple random sampling. data collection using data distributed to respondents with a sample of 60 respondents. The analysis technique in this study uses multiple linear regression analysis. The results of this study show partially that the Assurance variable has a significant effect on customer satisfaction. while the tangible variables, reliability, responsiveness and empathy have no partial effect on customer satisfaction. Simultaneous test results show that tangible, reliability, responsiveness, assurance and empathy variables have a simultaneous effect on customer satisfaction for clean water services at tirtoyoso Lumajnag. The percentage value of the coefficient of determination is 0.188. It means that tangible, realiability, responsiveness, assurance and empathy can affect customer satisfaction by 18.8%. while the rest is shown by the estimated error value of 1.154 influenced by other variables not examined in this study such as prices, promotions and consumer perceptions which were not examined in this research.