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Ary Yudianto
Sekolah Tinggi Ilmu Administrasi Amuntai
Decision Sciences, Operations Research & Management Environmental Science Social Sciences

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Influence of Service Quality Towards Customer Satisfaction Level Study At PT. Murakata Lestari Air Minum (Perseroda) Barabai District, Hulu Sungai Tengah Regency Nurul Hasanah; Ary Yudianto; Haris Fadillah; Muhammad Egi Turahman
JURNAL BISNIS DAN PEMBANGUNAN Vol. 15 No. 1 (2026): Jurnal Bisnis dan Pembangunan
Publisher : Program Magister Ilmu Administrasi Bisnis FISIP Universitas Lambung Mangkurat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20527/jbp.1515i1.128

Abstract

This research analyzes the influence of service quality on customer satisfaction at PT. Air Minum Murakata Lestari (PERSERODA) in Barabai District, Hulu Sungai Tengah Regency. The availability of quality clean water is crucial, and service quality determines the company's reputation and customer satisfaction. The study aims to identify and analyze the impact of service quality on customer satisfaction. Employing a quantitative approach with a survey method, this research involved 20 customer respondents. Data were analyzed using simple linear regression, validity, reliability, normality tests, F-test, t-test, and determination (R2). The results indicate that service quality significantly and positively influences customer satisfaction, with a regression test significance value of 0.003 < 0.05,  64.279 >  3.55, and  7.069 >  1.724). Thus, the alternative hypothesis Ha is accepted, and the null hypothesis Ho is rejected. Service quality explains 41% of the variation in customer satisfaction. This study emphasizes the importance of service quality in shaping customer satisfaction for clean water providers, offering strategic input for service improvement tailored to customer needs
The Effect of Service Quality on Customer Satisfaction at PT. PLN (Persero) Amuntai Customer Service Unit Nurul Hasanah; Ary Yudianto; Haris Fadillah; Santi
JURNAL BISNIS DAN PEMBANGUNAN Vol. 14 No. 3 (2025): Jurnal Bisnis dan Pembangunan
Publisher : Program Magister Ilmu Administrasi Bisnis FISIP Universitas Lambung Mangkurat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20527/jbp.1414i3.97

Abstract

Abstract: This research at the PT. PLN (Persero) Amuntai Customer Service Unit aims to determine if customer satisfaction is impacted by service quality. The results of a basic linear regression statistical analysis were processed using SPSS statistics software version 22.0 as part of the quantitative methodology of this investigation. For this study, the sample consisted of 40 respondents. Among the analytical methods used in this study are the determination coefficient (R2), the t test (partial test), the validity and reliability tests, the basic linear regression analysis, and the traditional assumption test (normality). The results of the investigation show that the service quality variable has a positive and substantial influence on PT. PLN (Persero) ULP Amuntai's customer satisfaction. The correlation coefficient (R) of 0.965 shows a substantial and positive association between customer satisfaction (Y) and service quality (X). The fundamental linear regression equation that was generated is Y = - 2.250 + 0.603X. The t-test (partial test) findings revealed that Ha was accepted whereas H0 was rejected, with the computed t-value being 22.724 > the table t-value of 1.685 and the significance value being 0.000 < 0.05. At PT. PLN (Persero) ULP Amuntai, the first hypothesis—that service quality has a positive and significant impact on customer satisfaction—has been validated and approved
Co-Authors Haris Fadillah Muhammad Egi Turahman Nurul Hasanah Santi