ANALYSIS OF THE EFFECT OF CUSTOMER SATISFACTION ON PDAM TIRTANADI

Abstract

Customer satisfaction is a feeling of consumers in response to goods and services that have been consumed. Product quality is where every consumer who gets satisfaction with the product he bought tends to repurchase the same product, one of which is quality. Prices are all forms of monetary costs sacrificed by consumers to obtain, own, utilize a number of combinations of goods and services from a product. And service quality is everything that is done by certain parties in order to be understood, objective, can be assessed by someone, and has aspects of value and price. This study aims to determine the effect of water quality, water tariffs and service quality on customer satisfaction at PDAM Tirtanadi Cemara Branch. The population in this study were 112 customers of PDAM Tirtanadi Cemara Branch at Jalan Alumunium IV Tanjung Mulia. The samples were taken using the Slovin formula, where the samples were randomly selected. In this study, the number of samples was 88 respondents who were adult men and women. who are already regular customers at PDAM Tirtanadi Cemara Branch. Data collection techniques in this study were carried out with a list of questions (questionnaire) and documentation study. While the data analysis technique used was the coefficient of determination and factor analysis test (KMO) -MSA. The results showed that (1) there was a positive and significant influence on the variable customer satisfaction on the variable water quality, water tariff, service quality at PDAM Tirtanadi Cemara Branch, and the results of statistical data analysis showed the level of factor analysis ( KMO) -MSA was in a bad position (miserable). (2) there is a positive and significant influence on the customer satisfaction variable on the water quality variable at PDAM Tirtanadi Branch Cemara, and the results of statistical data analysis show the level of factor analysis (KMO) -MSA is in a moderate position ( mediocrity). (3) there is a positive and significant influence on the customer satisfaction variable on the water tariff variable in PDAM Tirtanadi Cemara Branch, and the results of statistical data analysis show that the level of factor analysis (KMO) -MSA is in a sufficient position (Mediocre). (4) there is a positive and significant influence on the customer satisfaction variable on the service quality variable at PDAM Tirtanadi Branch Cemara, and the results of statistical data analysis show the level of factor analysis (KMO) -MSA is in a moderate position ( mediocrity).