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Abi , Yudi Irawan
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Agriculture, Biological Sciences & Forestry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Journal : Social Sciences Journal

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The Effect Of Service Quality On Customer Satisfaction At PT Pdam Tirta Manna, South Bengkulu District Hendriansyah, Weko; Abi , Yudi Irawan; Febliansa , M Rahman
Social Sciences Journal Vol. 3 No. 1 (2026): February
Publisher : Universitas Dehasen Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37676/sosj.v3i1.1110

Abstract

This type of research uses quantitative research. The analysis method in this study uses Validity Test, Reliability Test, Multiple Linear Regression Analysis, Determination Coefficient and hypothesis testing using t-test. The number of samples studied was 35 customers who came with complaints and new installations during the last 1 month at PDAM Tirta Manna, South Bengkulu Regency. The results of the multiple linear regression analysis are the equation: Y = 6.450 + 0.052 X1 + 0.084 X2 + 0.227 X3 + 0.288 X4 + 0.234 X5 + e, this describes a positive regression direction, meaning that the variables Physical evidence (X1), Reliability (X2), Assurance (X3), responsiveness (X4), and empathy (X5) have a positive influence on consumer satisfaction (Y) at PDAM Tirta Manna, South Bengkulu Regency. The value of the coefficient of determination from the calculation results using SPSS can be seen from the coefficient of determination value of R square of 0.991. This means that the value of Physical evidence (X1), reliability value (X2), assurance (X3), responsiveness (X4) and empathy (X5) has an effect on consumer satisfaction (Y) of 99.1% while the remaining 0.9% is influenced by other variables not examined in the study.
Co-Authors Ahmad Soleh Arles, Fran Cantika, Yella Damarsiwi , Eska Prima Monuque Febliansa , M Rahman Fitriano , Yun Galung, Mia Margareta Huta Hanila, Siti Hendriansyah, Weko Ida Anggriani Irwanto , Tito Karona Cahya Susena, Karona Cahya Lestari, Anggun Ayu Lindayanti Lindayanti, Lindayanti Monique D, Eska Prima Nirmalawati Nirmalawati Putra , Iswidana Utama Redi Redi Safitri, Delfi Ayu Sanupil, Peri Wandi, Dehar Wulandari, Annisa Yasa, Pri Yogha