VANYA SALSABILLA, FIRSTLY (2024) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM TIRTA RAHARJA KECAMATAN BALEENDAH KABUPATEN BANDUNG. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
Every public service providing organization must pay attention to the quality of the services it provides. Service quality is important to pay attention to because it will have an impact on customer loyalty. The problems encountered are low public trust in PDAM Tirta Raharja, service SOPs have not been installed, and inadequate facilities. The purpose of this research is to find out how much influence service quality has on customer loyalty at the Tirta Raharja Regional Drinking Water Company, Baleendah District. The theory used is the service quality indicator theory according to Zeithaml, Parasuraman & Berry (2016) and the customer loyalty indicator theory according to Kotler and Keller (2020). The research method used is a quantitative method. The sampling technique uses accidental sampling as many as 99 respondents. Data analysis was carried out through statistical testing using the SPSS version 25 program. The results of this research showed that the service quality value was 69.72% while the customer loyalty value was 69.49%. From the calculation results, there is a significant influence between service quality variables on customer loyalty because the sig value is 0.00 < 0.05 and tcount 15.439 > ttable 1.66071, then H0 is rejected and Ha is accepted. The size of the significant influence is 71.1%. So it can be seen that service quality has a significant effect on customer loyalty, which is shown by the better implementation of service quality which can increase customer loyalty.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Setiap organisasi penyelenggara pelayanan publik harus memperhatikan kualitas pelayanan yang diberikannya. Kualitas pelayanan penting untuk diperhatikan karena akan berdampak pada loyalitas pelanggan. Permasalahan yang ditemukan adalah rendahnya kepercayaan masyarakat terhadap PDAM Tirta Raharja, belum terpasangnya alur pelayanan, dan fasilitas yang kurang memadai. Tujuan penelitian ini adalah untuk mengetahui seberapa besar Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Perusahaan Daerah Air Minum Tirta Raharja Kecamatan Baleendah. Teori yang digunakan adalah teori indikator kualitas pelayanan menurut Zeithhaml, Parasuraman & Berry (2016) dan teori indikator loyalitas pelanggan menurut Kotler dan Keller (2020). Metode penelitian yang digunakan adalah metode kuantitatif. Teknik pengambilan sampel menggunakan accidental sampling sebanyak 99 responden. Analisis data dilakukan melalui pengujian statistik menggunakan program SPSS versi 25. Hasil dari penelitian ini menunjukkan bahwa nilai kualitas pelayanan adalah sebesar 69,72% sedangkan nilai loyalitas pelanggan adalah 69,49%. Dari hasil perhitungan, terdapat pengaruh yang signifikan antara variabel kualitas pelayanan terhadap loyalitas pelanggan karena nilai sig 0.00 < 0.05 dan thitung 15.439 > ttabel 1.66071, maka H0 ditolak dan Ha diterima. Besarnya pengaruh yang signifikan yaitu sebesar 71.1%. Maka dapat diketahui kualitas pelayanan berpengaruh signifikan terhadap loyalitas Pelanggan yang ditunjukkan dengan semakin baik penerapan kualitas pelayanan dapat meningkatkan loyalitas pelanggan. | |||||||||
| Uncontrolled Keywords: | Service Quality, Loyalty, Local Water Company Baleendah. Kualitas Pelayanan, Loyalitas, Perusahaan Daerah Air Minum Baleendah. | |||||||||
| Subjects: | H Social Sciences > Public Administration H Social Sciences > H Social Sciences (General) |
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| Divisions: | 06-Fakultas Ilmu Sosial dan Ilmu Politik 06-Fakultas Ilmu Sosial dan Ilmu Politik > 63201-Program Studi Administrasi Publik |
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| Depositing User: | Firstly Vanya Salsabilla | |||||||||
| Date Deposited: | 20 Feb 2024 13:50 | |||||||||
| Last Modified: | 20 Feb 2024 13:50 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/33184 |
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