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Hubungan Kualitas Pelayanan Dengan Kepuasan Pelanggan Pada Pdam Cabang Cibadak Kabupaten Sukabumi

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  • Riyanto, Andi

Abstract

Penelitian dilakukan pada Perusahaan Daerah Air Minum (PDAM) Cabang Cibadak Kabupaten Sukabumi. Tujuan penelitian ini adalah untuk mengetahui kualitas pelayanan, kepuasan pelanggan dan hubungan kualitas pelayanan dengan kepuasan pelanggan. Metode penelitian yang dilakukan adalah metode survei dan metode deskriptif asosiatif. Populasi penelitian adalah pelanggan PDAM Cabang Cibadak sebanyak 2.719 orang, sampel diambil dengan menggunakan sampling probabilitas secara klaster sebanyak 96 responden. Teknik pengumpulan data menggunakan instrumen angket, untuk variabel kualitas pelayanan dan kepuasan pelanggan dengan skala ordinal. Instrument diuji dengan reliabilitas dan validitas. Data penelitian dianalisis secara deskriptif dan asosiatif dengan Uji Rho Spearman’s. Hasil penelitian menunjukkan kualitas pelayanan memiliki hubungan cukup kuat dengan kepuasan pelanggan dengan nilai koefisien korelasi sebesar 0,667 dan bersifat positif, artinya jika kualitas pelayanan semakin meningkat maka kepuasan pelanggan akan semakin meningkat pula.

Suggested Citation

  • Riyanto, Andi, 2017. "Hubungan Kualitas Pelayanan Dengan Kepuasan Pelanggan Pada Pdam Cabang Cibadak Kabupaten Sukabumi," INA-Rxiv u5y94, Center for Open Science.
    • Handle: RePEc:osf:inarxi:u5y94
    DOI: 10.31219/osf.io/u5y94
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