Pengaruh Aspek Tangibles, Responsiveness, Assurance dan Emphaty dalam Pelayanan Perbaikan Terhadap Kepuasan Pelanggan di Kantor Pusat Perusahaan Daerah Air Minum (Pdam) Kabupaten Karanganyar

  • Fajar Wahyu Karyadi Prodi Manajemen Fakultas Ekonomi UNSA
  • Kim Budiwinarto Prodi Manajemen Fakultas Ekonomi UNSA
  • R Rohwiyati UNSA
  • Roch Mulyani Prodi Manajemen Fakultas Ekonomi UNSA
  • Astrid Widayani Prodi Manajemen Fakultas Ekonomi UNSA
Keywords: tangible aspects, responsiveness, assurance, empathy in customer service and satisfaction

Abstract

In this research has the objective to determine the effect tangible aspects, responsiveness, assurance and empathy in service improvements to customer satisfaction in the Perusahaan Daerah Air Minum (PDAM) Karanganyar either partially or simultaneously.

The hypothesis in this study are: Suspected tangible aspects, responsiveness, assurance and empathy in service improvements significant effect on customer satisfaction in the Perusahaan Daerah Air Minum (PDAM) Karanganyar either partially or simultaneously.

Necessary data in this study are primary data obtained by questionnaire from a sample of 52 respondents. Analysis of the data used in this research is multiple linear regression,t test, F test and coefficient of determination. The results of data analysis in this study can be concluded that the tangible aspects, responsiveness, assurance and empathy in service improvements significant effect on customer satisfaction in the Perusahaan Daerah Air Minum (PDAM) Karanganyar either partially or simultaneously.

Published
2020-07-11
Issue
Vol 6 No 2 (2018): Jurnal Akuntansi dan Manajemen Mutiara Madani
Section
Articles

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