PENGARUH DIMENSI-DIMENSI SERVICE QUALITY TERHADAP KEPUASAN MASYARAKAT (Studi Pada Pelanggan Perusahaan Umum Daerah Air Minum Kabupaten Karanganyar)

Suwarto Suwarto, Rohwiyati Rohwiyati, Giyono Giyono

Abstract


This study aims to (1) analyze the effect of reliability on public satisfaction (2) analyze the effect of assurance on public satisfaction (3) analyze the effect of tangible on public satisfaction (4) analyze the effect of empathy on public satisfaction. (5) analyze the effect of responsiveness on public satisfaction (6) analyze the effect simultaneously of reliability, assurance, tangible, empathy, responsiveness on public satisfaction. The object of research is PUDAM in Karanganyar District. Samples consist of 100 respondents using purposive sampling technique. Data collection using a questionnaire technique. Data analysis techniques using multiple linear regression analysis, t test, and F test. The conclusion of the test results of each hypothesis shows that (1) reliability has a significant effect on public satisfaction (2) assurance has a significant effect on public satisfaction (3) tangible has a significant effect on public satisfaction (4) empathy has a significant effect on public satisfaction. (5) responsiveness has a significant effect on public satisfaction (6) reliability, assurance, tangible, empathy, responsiveness have a significant effect simultaneously on public satisfaction.

Keywords


Reliability, Assurance, Tangible, Empathy, Responsiveness, Public Satisfaction

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