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Agus Yudianto
STIE YPPI REMBANG
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Analisis Kualitas Pelayanan dan Persepsi Harga Terhadap Kepuasan Pelanggan Studi Pada PDAM Kabupaten Cirebon Yudianto, Agus; Hidayat, Riskin
Potensio Vol 11, No 1 (2009): Potensio
Publisher : STIE YPPI Rembang

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Abstract

Abstract This research is a case study on PDAM Cirebon regency. This study aims to examine the impact of service quality and price perceptions to customer satisfaction. The sam- pling technique in this study using convenience sampling and obtained a sample of 135 respondents. To measure the state- ment items used in this study the Likert scale, with a scale of 1-5. Item statement of the variable service quality is 22 items, price perception is 14 items, and customer satisfaction is 8 items. Results of validity test  using factor analysis showed that all indicators have a loading factor greater than 0.40 and only loading on one factor. Results of reliability test showed that each construct has a Cronbach’s alpha values that can be received that is above 0.60 as the minimum criteria to be acceptable. Results of hypothesis test indicate that hypoth- esis 1 and 2 supported, which means that the service quality and price perception has positive influence on customer sat- isfaction, with their respective significance at 1% and 5%.Keyword: Service quality, Price perception, Customer satis- faction
Analisis Kualitas Pelayanan dan Persepsi Harga Terhadap Kepuasan Pelanggan Studi Pada PDAM Kabupaten Cirebon Yudianto, Agus; Hidayat, Riskin
potensio Vol 11, No 01 (2009): Volume 11 Nomor 1 Juli 2009
Publisher : potensio

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

This research is a case study on PDAM Cirebon regency.This study aims to examine the impact of service qualityand price perceptions to customer satisfaction. The samplingtechnique in this study using convenience sampling andobtained a sample of 135 respondents. To measure the statementitems used in this study the Likert scale, with a scale of1-5. Item statement of the variable service quality is 22 items,price perception is 14 items, and customer satisfaction is 8items. Results of validity test using factor analysis showedthat all indicators have a loading factor greater than 0.40 andonly loading on one factor. Results of reliability test showedthat each construct has a Cronbach’s alpha values that canbe received that is above 0.60 as the minimum criteria to beacceptable. Results of hypothesis test indicate that hypothesis1 and 2 supported, which means that the service qualityand price perception has positive influence on customer satisfaction,with their respective significance at 1% and 5%.Keyword: Service quality, Price perception, Customer satisfaction
Co-Authors Agung, Ismail Anik Nurhidayati Bahtiar Efendi Heri Purwanto Lestari, Autami Tri Lini, Nahdia Meddy Nurpratama Muhammad Tahwin Nana Supriatna Sonjaya Nida, Robbani Nunung Nurhayati Nurshodiq, Hafidz Riskin Hidayat Samsul Anwar Septyana, Tika Indah Setiawan, Anggun Taufansyah Firdaus, Taufansyah Yanti, Herni Yuliawati, Tuti