ABSTRAK

Fakhruddin, 1610411610007, 2020. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Perusahaan Daerah Air Minum Bandarmasih Di Kota Banjarmasin. Dibimbing oleh Sideratul Akbar. Masyarakat di Banjarmasin menggunakan Perusahaan Daerah Air Minum sebagai sumber air bagi mereka. Dari banyaknya pelanggan PDAM Bandarmasih tidak sedikit yang memiliki permasalahan dengan pelayanan yang diberikan PDAM. Banyak pelanggan yang mengeluhkan pelayanan PDAM Bandarmasih. Sebagai pelanggan PDAM tentu mengharapkan pelayanan yang bagus agar terciptanya kepuasan pelanggan. Penelitian ini bertujuan untuk mengetahui apakah ada pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada PDAM Bandarmasih. Metode penelitian yang digunakan dalam penelitian ini, adalah metode kuantitatif dengan tipe deskriptif. Dengan jumlah sampel sebanyak 347 orang dengan kriteria sebagai pelanggan PDAM Bandarmasih. Teknik0pengambilan sampel0pada penelitian0ini0menggunakan teknik cluster0sampling. Sumber0data pada penelitian0ini diperoleh0dari0wawancara, dokumentasi, kuesioner. Teknik0analisis data pada0penelitian ini deskriptif. Berdasarkan data, Kualitas pelayanan memperoleh nilai t hitung sebesar 38.111 > 1.971 dan nilai signifikansi sebesar 0.000 < 0.05, sehingga dapat diambil kesimpulan bahwa kualitas pelayanan berpengaruh positif signifikan terhadap kepuasan pelanggan. Hasil penelitian menunjukkan bahwa nilai R2 sebesar 0.808, sehingga dapat diambil kesimpulan bahwa kualitas pelayanan mepengaruhi kepuasan pelanggan sebesar 80.8%. sehingga penelitian menunjukkan bahwa Ha diterima dan Ho ditolak. Yang artinya terdapat pengaruh antara Kualitas pelayanan PDAM Bandarmasih terhadap kepuasan pelanggan. Kata Kunci: PDAM, kualitas pelayanan, kepuasan pelanggan

ABSTRACT

Fakhruddin, 1610411610007, 2020. The Effect of Service Quality on Customer Satisfaction of the Regional Bandarmasih Water Supply Company in Banjarmasin City. Supervised by Sideratul Akbar. Water is the source of life for all living things on earth, water is very important in the daily to support all human activities, everyday humans are always dependent on water. In Banjarmasin, some people use PDAM water for their daily needs. As a customer of the PDAM certainly expects good service in order to create customer satisfaction. This study aims to determine whether there is an influence of service quality on customer satisfaction at PDAM Bandarmasih. The research method used in this study is a quantitative method with a descriptive type. A total samples are 347 peoples criteria as customers of PDAM Bandarmasih. Sampling techniques in this study using cluster sampling techniques. Data sources in this study were obtained from interviews, documentations, and questionnaires. Data analysis techniques in this research are descriptive. Based on the data, the quality of service obtained a value of t arithmetic of 38,111> 1,971 and a significance value of 0,000 <0.05, so it can be concluded that the quality of service has a significant positive effect on customer satisfaction. The results showed that the R2 value was 0.808, so it can be concluded that service quality affects customer satisfaction by 80.8%. so the research shows that Ha was accepted and Ho was rejected. This means that there is an influence between the service quality of PDAM Bandarmasih on customer satisfaction. Keywords: PDAM, service quality, customer satisfaction