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Journal : REKAYASA

Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Perusahaan Daerah Air Minum (PDAM) Sumber Pocong Kabupaten Bangkalan Prabowo, M. Arif; Faridz, Raden; Burhan, Burhan
Rekayasa Vol 15, No 1: April 2022
Publisher : Universitas Trunojoyo Madura

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21107/rekayasa.v15i1.13539

Abstract

Clean water is a vital community need that needs special attention. The government needs to provide it adequately as a form of the mandate of the 1945 Constitution. Perusahaan Daerah Air Minum (PDAM), as a representation of the government, becomes an institution that takes on a role in meeting the needs of clean water. The increasing demand for clean water with a rising population needs to be balanced with good service. This research uses a case study in PDAM Sumber Pocong Bangkalan. PDAM Sumber Pocong serves various community needs, including registration, checking water bills, to payment. The assessment of service quality at PDAM Sumber Pocong is expected to be an input to improve the company's performance in the context of service. Customer satisfaction is a measure of service quality performance. This study aims to measure service quality and customer satisfaction of PDAM Sumber Pocong Bangkalan clean water and determine the effect of service quality and customer satisfaction. Three indicators of service quality (reliability, assurance, and facilities) and four customer satisfaction indicators (product quality, price or cost, service, and emotion) proved to be appropriate and relevant measures. Meanwhile, from the path analysis test, the service quality variable has a significant effect on the customer satisfaction variable. 
Co-Authors -, Rampeng A. Rizal A. Rizal Abda Abda Abdillah SAS Abdul Kadir Abdurrachman Rahim Adam, Adiyana Ago, Muh. Syahrul Agung Rinaldy Malik Agustian, Mario Agustin Tiwow Agustinus Jarak Patandean Ahmad Swandi Aisa, Andi Akbar Tukan, Ramdya Amdanata, Donal Devi Amiirullah, Amiirullah Amiros, Krey Andi Muhibuddin, Andi Andini, Andini Anggia Farrah Rizqiamuti, Anggia Farrah Anisa, Mawadatun Ardiansyah, Muhammad Arief Arie Yusnelly Arief Firmansyah Arruan, Edianto Arwien, Rizki Trisnawaty Asdar Asdar Ashaf, Devy Purnama Ashar, Dian Ekawati Asmiraty, Asmiraty Aulia Rani Annisava Azzahra, Alfita Putri Balqis, Naifahrani Bambang Bambang Bambang Supeno, Bambang Basri Modding Betu, Joni Busnawir Busnawir Cahyo Indarto Darmawan, Urip Dede Rosyada Dewi Aprilia Dewi Wijayanti Dian Farida Asfan Djakat, Muhrim Dudi, Nurjulisah Dwi Ratna Hidayati Efendi, Rachmat Eka Nurfitri, Eka Erfain, Erfain Erni Indrawati Evi Sumarni, Evi Fahasini, La Ode Fajrin, Mus Farikh, Muhammad Dawil Fatmah Dhafir Firman Firman Fitri Handayani Fitriani Fitriani Gerianus, Gerianus Giling, Mustamin Halmuniati Halmuniati, Halmuniati Hamid, Sundari Hamsiah, Andi Hanafi, Hajrah Hartono Hamzah Hedi Turmudi, Asep Hutama, Hutama Ifa Safira Iffan Maflahah Ikram, Muhammad Indra Prasetya Inliati, Inliati Irpawanti, Irpawanti Irvan Afriandi Irwan Irwan Irwandi, Andi Isa, La Ismaniar Ismaniar Istiqlal, Lalu M Jainuddin, Jainuddin Kaddas, Badruddin Kevin Gunawan Kurniawan Kurniawan Kusnandi Rusmil Latif, Nur Fadhillah Lesmana, Hendy Limbong, Wanti Liku Mahrudin Mahrudin Mas'ud Muhammadiah Misriyani, Sri Mojiono, Mojiono Mokh Rum Muh Yusuf Muhammad Yunus Muhammad, Achmad Fajar Mustabil, Sulhijrah Nasimawarni, Besse Lolo Nerti, Nerti Nurfaisal, Nurfaisal Nurhayati Nurhayati Nurlela Nurlela Nurwidyayanti Nurwidyayanti Oemar, Fahmi Paridah Paridah Patendean, Agustinus Prabowo, M. Arif Prasetya, Taufan Probowati, Banun Diyah Putra, Ari Pratama Putriani, Putriani Rachmat Sahputra Raden Faridz Rahim, Abdurrahman Rahma Yulis Rahman, Sufirman Rajmawati, Andi Rakhmat, Rakhmat Ramadhani, Rezky Deswita Ratnasari Ratnasari Razak, Askari Restu Januarty Hamid Riani, Komang Ria Ririn Handayani Riski, Riski Rizal , A. Rizal, A. Rosnawintang, Rosnawintang Rustiani, Rustiani Sa'adah, Umi Sahib, Nurfaizah Sahril, Indra Said, Erna Saktiani, Saktiani Santoso, Jati Sapiudin Sapiudin Septiarini, Armenia Seswandi , Agus seswandi, agus Solek, Purboyo Sri Mulyani Sribayani, Maryam Sugianto, Hendi Suhartono Sumardona, Sumardona Suryadi, Nanda Syahriah Madjid Umasugi, Nirwan Uni Gamayani, Uni Ute, Nilawati Wahyu Wahyu Wahyuningsih Wahyuningsih Wali Aya Rumbia, Wali Aya Wulandari Wulandari Yulianti, Sindi Zainuddin, Zainuddin Zakky, Ahmad Zulkarnain Zulkarnain Zusanti, Zusanti