Pengaruh Kualitas Layanan, Persepsi harga, dan Citra perusahaan Terhadap Kepuasan Pelanggan Pada PDAM Tirta Moedal Kota Semarang

Fitriawan, Anugrah (2021) Pengaruh Kualitas Layanan, Persepsi harga, dan Citra perusahaan Terhadap Kepuasan Pelanggan Pada PDAM Tirta Moedal Kota Semarang. Undergraduate thesis, Universitas Stikubank.

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Abstract

Penelitian ini bertujuan untuk mengetahui dan menganalisis Pengaruh Kualitas Layanan, Persepsi Harga, dan Citra Perusahaan terhadap Kepuasan Pelanggan Pada PDAM Tirta Moedal Kota Semarang. Pengambilan sampel dalam penelitian ini menggunakan Sampling yang berjumlah 100 responden. Pengambilan data sampel dengan kriteria Masyarakat Kota Semarang yang menggunakan layanan dari PDAM Kota Semarang. Pengujian dalam data ini menggunakan uji instrumen yang berupa uji validitas, dan uji reabilitas., Sedangkan pada Uji model terdapat Uji regresi linear berganda, uji simultan dan uji koefisien determinasi. Berdasarkan uji hipotesis diperoleh bahwa Kualitas layanan dan citra perusahaan berpengaruh positif terhadap kepuasan pelanggan sedangkan kebijakan harga dan kualitas produk berpengaruh negative signifikan terhadap kepuasan pelanggan. This study aims to determine and analyze the influence of service quality, price policy, corporate image and product quality on customer satisfaction at PDAM Tirta Moedal, Semarang City. Sampling in this study using sampling, amounting to 100 respondents. Sampling data with the criteria of the Semarang City Community who use the services of the Semarang City PDAM. The test in this data uses an instrument test in the form of a validity test, and a reliability test., While in the model test there are multiple linear regression tests, simultaneous tests and tests of the coefficient of determination. Based on the hypothesis test, it was found that service quality and company image had a positive effect on customer satisfaction, while price policy and product quality had a significant negative effect on customer satisfaction

Item Type:	Thesis (Undergraduate)
Additional Information:	SKR.V.05.51.1889 NIM.16.05.71.0003
Uncontrolled Keywords:	kualitas layanan, persepsi harga, citra perusahaan, kepuasan pelanggan.
Subjects:	H Social Sciences > H Social Sciences (General)
Faculty / Institution:	Fakultas Ekonomika dan Bisnis > Program Studi Manajemen
Depositing User:	Farida Sri Endaryani
Date Deposited:	04 Jan 2022 05:58
Last Modified:	04 Jan 2022 05:58
URI:	https://eprints.unisbank.ac.id/id/eprint/8320

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