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All Journal EKONOMIS : Journal of Economics and Business
Kokom Komariah
Fakultas Ilmu Sosial, Universitas Muhammadiyah Sukabumi
Economics, Econometrics & Finance

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Pengaruh Responsiveness dan Service Recovery terhadap Customer Satisfaction (Studi Kasus pada Perusahaan Umum Daerah Air Minum Tirta Bumi Wibawa Cabang III Kota Sukabumi) Genardy Yusufiraldin; Kokom Komariah; Resa Nurmala
Ekonomis: Journal of Economics and Business Vol 10, No 2 (2026): September
Publisher : Universitas Batanghari Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/ekonomis.v10i2.2392

Abstract

This study aims to determine the influence of Responsiveness and Service Recovery on customer satisfaction of the Regional Drinking Water Company Tirta Bumi Wibawa Branch III in Sukabumi City. This research method uses a quantitative method and uses a descriptive approach. In this study, normality tests, simultaneous statistical tests (F tests), and partial statistical tests (T tests) were conducted. Information was collected by reviewing documents and distributing questionnaires. This study focused on customers of the Regional Drinking Water Company Tirta Bumi Wibawa Branch III located in Sukabumi City. A sample of 100 people was selected using the Cluster Sampling method, and the number of participants was calculated using the Slovin Formula. Data were analyzed using multiple linear regression. The results showed that responsiveness and service recovery had a positive and significant influence simultaneously on customer satisfaction. The positive impact of responsiveness on customer satisfaction was not statistically significant. Meanwhile, service recovery had a positive and statistically significant influence on customer satisfaction.
Pengaruh Quality Product dan Perceived Service Quality terhadap Costumer Satisfaction (Survey pada Pelanggan Perumda Air Minum Tirta Bumi Wibawa di Kota Sukabumi) Rafli Setya Cesar; Kokom Komariah; Faizal Mulia Z
Ekonomis: Journal of Economics and Business Vol 10, No 2 (2026): September
Publisher : Universitas Batanghari Jambi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33087/ekonomis.v10i2.2393

Abstract

The purpose of this study was to examine how product quality and perceived service quality influence customer satisfaction at Perumda Air Minum Tirta Bumi Wibawa, Sukabumi City. This study involved 100 participants who were customers of Perumda Air Minum Tirta Bumi Wibawa, Sukabumi City. This study used a quantitative methodology with a descriptive and associative approach. This study was conducted by conducting a normality test, as well as simultaneous statistical tests (F test) and partial tests (t test). The results of this study indicate a positive and significant influence between product quality and perceived service quality on customer satisfaction at Perumda Air Minum Tirta Bumi Wibawa in Sukabumi City.
Co-Authors Faizal Mulia Z Genardy Yusufiraldin Rafli Setya Cesar Resa Nurmala