The Influence of Service Quality and Customer Value on Household Customer Satisfaction PDAM Tirta Handayani Gunungkidul
DOI:
https://doi.org/10.21831/jaboa.v1i1.1347Abstract
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%).
Downloads
Downloads
Published
Issue
Section
License
An author who publishes in the journal "Journal of Applied Business and Office Administration (JABOA)" agrees to the following terms:
Author retains the copyright and grants the journal the right of first publication of the work simultaneously licensed under the Creative Commons Attribution-ShareAlike 4.0 License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal
Author is able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book) with the acknowledgement of its initial publication in this journal.
Author is permitted and encouraged to post his/her work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of the published work (See The Effect of Open Access).
All materials in this site are protected by the law. It is prohibited to quote a part of or all of this website contents for commercial purposes without the permission or consent of the editors.
If anyone finds one article or more in this journal violate or potentially violate one’s copyrights, please report to us through e-mail of Principle Contact.
Legal-formal aspects of accessing any information and manuscript in this journal website refer to the provision of license Creative Commons Attribution-Share Alike (CC BY-SA). Read more about the Creative Commons Attribution-ShareAlike 4.0 Licence here: https://creativecommons.org/licenses/by-sa/4.0/.
All information available in 'Journal of Applied Business and Office Administration (JABOA)' is academic in nature. 'Journal of Applied Business and Office Administration (JABOA)' is not responsible for loss due to the abuse of information in the website.
