<![CDATA[Abstrak. Fenomena yang terjadi yaitu terdapat banyak keluhan yang disampaikan oleh pelanggan PDAM Way Rilau Bandar Lampung yang belum terlayani hak-haknya, kurang tanggapnya pegawai PDAM dalam menanggapi keluhan-keluhan dari pelanggan. Namun, persoalan kualitas pelayanan inilah yang justru menjadi kendala utama dalam memenuhi kepuasan pelanggan. Hipotesis dalam penelitian ini adalah kualitas pelayanan berpengaruh pada kepuasan pelanggan. Sampel pada penelitian ini berjumlah 80 orang konsumen. Metode analisis yang digunakan dalam penelitian ini adalah pendekatan kuantitatif yaitu metode analisis dengan menggambarkan hasil penelitian berupa angka-angka. Metode pengumpulan data terdiri dari data primer dan sekunder yang didapatkan melalui teknik observasi, dokumentasi dan kuisioner. Teknik analisis dengan regresi linier sederhana, meliputi perhitungan uji validitas, uji reliabilitas, uji regresi linier sederhana, uji t dan uji koefisien determinasi. Hasil penelitian menunjukkan bahwa berdasarkan hasil analisis nilai thitung 23,821 lebih dari ttabel sebesar 1,665, maka kesimpulannya kualitas pelayanan berpengaruh positif terhadap kepuasan pelanggan. Besaran pengaruh variabel kualitas pelayanan terhadap kepuasan pelanggan adalah 0,867 artinya sebesar 86,7 persen variabel kualitas pelayanan mampu menjelaskan variabel kepuasan pelanggan, sedangkan sebesar 13,3 persen merupakan pengaruh variabel lain di luar penelitian ini. Untuk meningkatkan kepuasan pelanggan, hendaknya perusahaan dapat memanfaatkan pesatnya kemajuan di bidang teknologi informasi. Kata kunci: Kualitas, Kepuasan, Pelayanan, Pelanggan. Abstrak. The phenomenon that occurs is that there are many complaints submitted by customers of PDAM Way Rilau Bandar Lampung whose rights have not been served, the lack of responsiveness of PDAM employees in responding to complaints from customers. However, the issue of service quality is precisely the main obstacle in meeting customer satisfaction. The hypothesis in this study is that service quality affects customer satisfaction. The sample in this study amounted to 80 consumers. The analytical method used in this study is a quantitative approach, namely the method of analysis by describing research results in the form of numbers. Data collection methods consist of primary and secondary data obtained through observation, documentation and questionnaire techniques. Analysis techniques with simple linear regression, including the calculation of the validity test, reliability test, simple linear regression test, t test and test the coefficient of determination. The results showed that based on the results of the analysis of the value of tcount 23,821 ttable r 1,665, the conclusion is that service quality has a positive effect on customer satisfaction. The magnitude of the influence of the service quality variable on customer satisfaction is 0.867, meaning that 86.7% of the service quality variable is able to explain the customer satisfaction variable, while 13.3% is the influence of other variables outside this study. The advice given is to the elements of leadership, they should be able to pay more attention to service quality, especially in terms of responding to various complaints from customers. To increase customer satisfaction, companies should be able to take advantage of the rapid advances in information technology. Keyword: Quality, Satisfaction, Service, Customer.]]>
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