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All Journal The Indonesian Accounting Review JURNAL RELASI STIE MANDALA JEMBER JAM : Jurnal Aplikasi Manajemen Jurnal Ekonomi & Studi Pembangunan EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis UNEJ e-Proceeding Kinerja: Jurnal Ekonomi dan Manajemen Akuntabel : Jurnal Ekonomi dan Keuangan JURNAL MANAJEMEN Alignment: Journal of Administration and Educational Management Jurnal Manajerial JURNAL MANAJEMEN DAN BISNIS INDONESIA Jurnal Sains Manajemen dan Bisnis Indonesia MBA: Journal of Management and Business Aplication BUDGETING : Journal of Business, Management and Accounting Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Ilomata International Journal of Management Quantitative Economics and Management Studies Ilomata International Journal of Social Science Jurnal Muhammadiyah Manajemen Bisnis (JMMB) International Journal of Management Science and Information Technology (IJMSIT) Jurnal Akuntansi, Manajemen Dan Ekonomi Islam (JAM-EKIS) Accountia Journal (Accounting, Trusted, Inspiring and Authentic Journal) Journal MISSY (Management and Business Strategy) Relasi : Jurnal Ekonomi IIJSE Jurnal Pengabdian Masyarakat Manage Jurnal Penelitian IPTEKS JURNAL MANAJEMEN DAN BISNIS INDONESIA Jurnal Pengabdian Masyarakat IPTEKS
Martini, Ni Nyoman Putu
Universitas Muhammadiyah Jember
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Energy Engineering Environmental Science Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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Journal : unej e-proceeding

 1 
Quality and Service Innovation Affecting Customer Satisfaction Through PDAM Billing Awareness Ady Setiawan; Ni Nyoman Putu Martini Ghotama; Novita Ekasari
UNEJ e-Proceeding 2021: International Conference on Management, Business, and Technology (ICOMBEST) 2021
Publisher : UPT Penerbitan Universitas Jember

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Abstract

PDAM Kabupaten Jember, as a regional company providing drinking water services, focuses on improving service quality and implementing service innovations. Data on customer complaints that have increased since 2016-2019 shows that there is customer dissatisfaction with the services of PDAM Kabupaten Jember. The study aimed to examine the effect of service quality and innovation on customer satisfaction of PDAM Jember through customer awareness in paying PDAM water tariff bills. The research sample was 100 people who were taken using a simple random sampling method. The data analysis technique used warp PLS software to test the direct and indirect effects of the research variables. The research findings directly affect service quality and innovation on consumer awareness, a direct influence on service quality and innovation on customer satisfaction, and the effect of paying tariff awareness on customer satisfaction. The research findings also show an indirect effect of paying tariff awareness, strengthening the relationship between quality and service innovation on customer satisfaction. There is an indirect effect of paying tariff awareness, which strengthens service innovation on customer satisfaction. Keywords: Quality, Innovation, Awareness, Customer Satisfaction
Co-Authors A.A. Ketut Agung Cahyawan W Abadi Sanosra Abdillah, Yusuf Ady Setiawan Andhika, Stanly Reza Andri Desy Nurdiyanto Asep Reza Kurniawan Asyidiq, Mohammad Madya Ayu, Ira Porbonovitaning Bobur Sobirov Davit Rahman Deddy Dwi Desi Herawati Dewi, Asfita Dewi, Herlyana Diah Kusuma Hartina Dino Angga**, Budi Santoso* Diyah Probowulan Diyanti Rifal Agustin Dwi Budi Santoso DWI CAHYONO Dwi Ratno Nurfadilah Eka Martiana Eko Budi Satoto Eko Budianto Elida Eftitah Erika Widyastutie Fatah Yasin Feti Fatimah Firmansyah, Ichwan Gayuh GALUH SYAH PUTRA Hadi Paramu Hasminanda Yuniasari Hasyim Asyari Heni Rosianti Herlambang, Toni I Putu Angga Wahyudi Ida Ayu Putu Sri Widnyani Indah Kurniawati Iqbal Rush Aviciena Iwan Bahtiar Januar Adie Chandra Khoirul Anas Kiptiyah Ku Mahamud, Ku Ruhana Kurniawan, Muhammad Sifak Beni Laksono, Teguh Tri Lusiyati, Lusiyati Maret Wijayati Maryani Maryani Maryani Maryani Mochamad Alfan Firmansyah Mochamad Muzaki Mochamad Rochmadoni Musyaffa Musyaffa Mutiara Dwi Sari Mutiara Dwi Sari Nafi'ah, Nailatul Ilmi Naufal Yoga Fahreza Ndaru Tutus Priyo Handoko Ninik Indrayani Norita Citra Yuliarti Norita Citra Yuliarti, Norita Citra Novita Ekasari Nugroho Edi Susanto Nugroho Edie Santoso Nursaid Nursaid Nurul Qomariah Nurul Qomariyah Nurul Qomariyah Paramitha Rakhmawati Prajudy, Sugeng Puji Astutik Rai Rake Setyawan Resti Utami Retno Endah Supeni Ridwan, Wachid ROCHMAH, AINUR Rosdiana Maharani Sariyono, Nurul Siti Asiyah Siti Fatimah Sobirov, Bobur Sri Isna Amelia Ahmad Sri Rahayu Niwidadi Sriwitantiningsih, Luluk Sriyaningsih Sriyaningsih Subiyanto, Tri Bagus Sudarmanto, Yoyok Sumadi - Suryandari, Andriana Susbiyani, Arik Susbiyani, Arik Tatit Diansari Reskiputri Tatit Diansari Riskiputri Thamrin, Mohammad Tiara, Rani Toni Herlambang Tri Bagus Subiyanto Trias Setyowati Untung Wredhi Lestari Yoyok Sudarmanto Yulinartati Yulinartati