PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN RESPONSIVITAS TERHADAP KEPUASAN PELANGGAN PADA PDAM

Yogi Ardianto, Apri Yanti, Heny Sidanti

Abstract


The purpose of this study aims to determine the effect of service quality, product quality and partial responsiveness on customer satisfaction PDAM Tirta Dharma Purabaya Madiun Regency. To determine the effect of service quality, product quality and responsivita simultaneously on customer satisfaction PDAM Tirta Dharma Purabaya, Madiun Regency. The population in this study is the number of customers in the company PDAM Tirta Dharma Purabaya, Madiun Regency. The sample in this study was taken using data collection which was called purposive sampling. In this study determined by spreading 179 questionnaires to respondents. The data analysis used in this study is multiple linear regression. The results showed that: Service Quality, Product Quality and Responsiveness had a positive effect on Customer Satisfaction PDAM Tirta Dharma Purabaya, Madiun Regency. The better service, product quality and responsiveness provided by the company the greater customer satisfaction.


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