PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAAN PELANGGAN PADA PERUSAHAAN DAERAH AIR MINUM (PDAM) TIRTA KANDILO KABUPATEN PASER
DOI:
https://doi.org/10.36658/ijan.1.1.58Keywords:
services, customer’s satisfaction, tangible, reliability, responsiveness, assurance, emphatyAbstract
The research is done at PDAM of PDAM Tirta Kandilo Kabupaten Paser with the objectives 1) to find the effect of tangible 2) to find the effect of reliabilty. 3) to find the effect responsines. 4) to find the effect of assurance. 5) to fine the effect of emphaty on the custumer’s satisfaction.
The Types of research is explanatory research. Total respondents taken are 100 respondents, the sample determined by using nonprobability sampling, namely through accidental sampling. The analysis data technique in this research use SEM analysis which software Smart PLS version 2.0 M3.
These results showed that 1) Tangible no significant effect on the custumer’s satisfaction with the effect of 2,5% 2) Reliability no significant effect on the custumer’s satisfaction with the effect of 9,9%. 3) Responsivenes no significant effect on the custumer’s satisfaction with the effect of 10,2%. 4) Assurance no significant effect on the custumer’s satisfaction with the effect of 2,7%. But 5) Empaty significant effect on the custumer’s satisfaction with the effect of 91,4%.
References
Almasdi, dan Jusuf Suit. (2012). Aspek Sikap Mental Dalam Manajemen Sumber Daya Manusia. Badan Penerbit Syiar Media, Jakarta.
Gaspersz, Vincent. 1997. Manajemen Kualitas. Badan Penerbit PT. Gramedia Pustaka, Jakarta.
Utama.
Ghozali, Imam. 2011. Structural Equation Modeling Metode Alternatif dengan Partial Least Square Edisi 3. Badan Penerbit Universitas Diponegoro, Semarang.
Kasmir. 2005. Bank dan Lembaga Keuangan Lainnya. Badan Penerbit PT Raja Grafindo Persada , Jakarta.
Kotler, Philip. 2007.Manajemen Pemasaran. Badan Penerbit PT Indeks, Jakarta.
Rangkuti, Freddy. 2004. The Power of Brand. Badan Penerbit PT. Gramedia Pustaka Utama, Jakarta.
Ratminto dan Atik. 2005. Manajemen Pelayanan, disertai dengan pengembangan model konseptual, penerapan citizen’s charter dan standar pelayanan minimal. Badan Penerbit Pustaka Pelajar, Yogyakarta.
Susanto, A. B dan Wijanarko, Himawan. 2004. Power Brandding: Membangun Merek Unggul dan Organisasi Pendukungnya. Badan Penerbit PT. Mizan Publika, Jakarta.
Sutedja, Wira. 2007. Panduan Layanan Konsumen. Badan Penerbit PT. Grasindo, Anggota IKAPI, Jakarta.
Tjiptono, Fandy. 1996. Manajemen Jasa, Badan Penerbit CV Andi Offset, Yogyakarta.
Fandy Tjiptono, 1997, Strategi Pemasaran, Edisi 1, Badan Penerbit CV Andi Offset, Yogyakarta.
Tjiptono, Fandy. 2004. Manajemen Jasa, Edisi Pertama. Badan Penerbit CV Andi Offset, Yogyakarta.
Tjiptono, Fandy dan Chandra, Gregorius. 2005. Service, Quality and Satisfaction. Badan Penerbit CV Andi Offset, Yogyakarta.
Fandy Tjiptono 2009, Strategi Pemasaran, edisi kedua, cetakan ketujuh, Badan Penerbit CV Andi Offset, Yogyakarta.
Tjiptono, Fandy dan Chandra, Gregorius. 2011. Service, Quality and Satisfaction (ed 3). Badan Penerbit CV Andi Offset, Yogyakarta.
Tjiptono, Fandy, 2012 Pemasaran Jasa. Badan Penerbit CV Andi offset, Yogyakarta.
Triguno. 1997. Budaya Kerja Menciptakan Lingkungan Kondusif untuk Meningkatkan Produktivitas Kerja. Badan Penerbit Golden Terayon Press, Jakarta.
Umar, Husein. 2002, “Metodologi Penelitian”, Untuk Skripsi dan Tesis Bisnis. Badan Penerbit PT. Raja Grafindo Persada, Jakarta.
Umar, Husain. 2005. Manajemen Riset dan Perilaku Konsumen. Badan Penerbit PT. Gramedia Pusat, Jakarta.
