PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA PERUSAHAAN PDAM MUAL NA TIO KABUPATEN TAPANULI UTARA
Keywords:
Service Quality, Consumer Satisfaction.Abstract
Service quality is the main basis for knowing the level of consumer satisfaction. This research aims to find out how service quality influences consumer satisfaction at the PDAM Mual Na Tio Company, North Tapanuli Regency. The population in this study was 12,368 PDAM Company Consumers using the SPSS 22.0 computer program with a sample of 99 people.
Public service or often called public service, community service or public service is one of the government activities that always attracts public attention. This type of research is quantitative research, namely research on data collected and expressed in the form of variable numbers. Data collection was carried out using questionnaires and observations. The analytical method used is simple linear regression analysis with the equation Y = 11.950 + 0.695X. This research uses a significance level of 5%. The results of simple correlation analysis research rcount > rtable show that Service Quality (0.166) and Consumer Satisfaction have a positive and significant relationship. The coefficient of determination (Rsquare) is 0.407 or 40.7%, meaning that Service Quality can be explained as having an influence on Consumer Satisfaction and the remaining 59.3% is another independent variable. The t test result is 8.152. Then this value is compared with the t table with an error level of 5% df = n-2 = 97. The t table value is 1.984. In accordance with the hypothesis testing requirements that t count (8.152) > t table (1.984), it can be concluded that Service Quality (X) has a positive and significant influence on Consumer Satisfaction (Y) at the PDAM Mual Na Tio drinking water company, North Tapanuli Regency.