The Influence of Service Quality and Customer Value on Household Customer Satisfaction PDAM Tirta Handayani Gunungkidul

Abstract

This study aimed to 1) analyze the influence of service quality on household customer satisfaction at PDAM Tirta Handayani, 2) analyze the influence of customer value on household customer satisfaction at PDAM Tirta Handayani, and  3) analyze the joint influence of service quality and customer value on household customer satisfaction at PDAM Tirta Handayani. This study employed a causal associative approach using quantitative methods. The population consisted of household customers of PDAM Tirta  Handayani. The sampling technique used was quota sampling, with a total sample of 140 respondents. Data collection was conducted using closed-ended questionnaires, and the research instruments were tested for validity and reliability. Classical assumption tests performed were normality, linearity, multicollinearity, and heteroscedasticity tests. Data analysis was conducted using simple and multiple linear regression models. The results showed that: 1) service quality had a positive and significant influence on household customer satisfaction at PDAM Tirta Handayani  Gunungkidul (46.2%); 2) customer value had a positive and significant influence on household customer satisfaction at PDAM Tirta Handayani  Gunungkidul (52.9%); and 3) service quality and customer value jointly had a positive and significant influence on household customer satisfaction at PDAM Tirta Handayani Gunungkidul (57%).