Pengaruh Kualitas Pelayanan dan Pembayaran E-Money terhadap Kepuasan Pelanggan di PDAM Tirtanadi Sunggal

Abstract

Penelitian ini bertujuan untuk membuktikan pengaruh variabel kualitas pelayanan dan variabel pembayaran E-Money terhadap kepuasan pelanggan PDAM Tirtanadi. Penelitian ini dilakukan dengan metode kuantitatif. Pengambilan sampel sebanyak 80 sampel yang merupakan pelanggan PDAM Tirtanadi Cabang Sunggal sebagai responden penelitian. Data penelitian diperoleh dengan menyebarkan kuesioner kepada seluruh sampel yang diteliti. Dalam melakukan analisis data, dilakukan dengan pendekatan regresi linier berganda, uji parsial, dan uji simultan. Hasil penelitian disimpulkan bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan PDAM Tirtanadi. Pembayaran E-Money berpengaruh positif tidak signifikan terhadap kepuasan pelanggan PDAM Tirtanadi. Kualitas pelayanan dan pembayaran EMoney secara simultan berpengaruh positif dan signifikan terhadap kepuasan pelanggan PDAM Tirtanadi. Kontribusi pengaruh variabel kualitas pelayanan dan pembayaran E-Money sebesar 33,3% yang dikategorikan memiliki pengaruh “lemah” terhadap kepuasan pelanggan PDAM Tirtanadi. This research aims to prove the influence of service quality variables and E-Money payment variables on PDAM Tirtanadi Sunggal customer satisfaction. This research was conducted using quantitative methods. The sample was taken as many as 80 samples who were customers of PDAM Tirtanadi Sunggal Branch as research respondents. Research data was obtained by distributing questionnaires to all samples studied. In carrying out data analysis, multiple linear regression approaches, partial tests and simultaneous tests were carried out. The results of the research concluded that service quality has a positive and significant effect on customer satisfaction at PDAM Tirtanadi Sunggal. E-Money payments have a positive and insignificant effect on PDAM Tirtanadi Sunggal customer satisfaction. Service quality and E-Money payments simultaneously have a positive and significant effect on PDAM Tirtanadi Sunggal customer satisfaction. The contribution of the variable influence of service quality and E-Money payments is 33.3% which is categorized as having a "weak" influence on PDAM Tirtanadi Sunggal customer satisfaction.