Pengaruh Kualitas Produk, Harga dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Perusahaan Umum Daerah (Perumda) Air Minum Tirta Jasa Kabupaten Lampung Selatan
Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas produk, harga, dan kualitas pelayanan terhadap kepuasan pelanggan pada Perusahaan Umum Daerah Air Minum Tirta Jasa Kabupaten Lampung Selatan. Pendekatan yang digunakan adalah kuantitatif dengan desain penelitian asosiatif. Data dikumpulkan melalui survei menggunakan kuesioner tertutup kepada 98 pelanggan aktif yang dipilih dengan teknik Slovin. Analisis data dilakukan menggunakan regresi linier berganda setelah instrumen penelitian dinyatakan valid dan reliabel. Hasil penelitian menunjukkan bahwa secara parsial kualitas produk berpengaruh positif dan signifikan terhadap kepuasan pelanggan dengan koefisien regresi sebesar 0,296, harga berpengaruh positif dan signifikan dengan koefisien sebesar 0,218, serta kualitas pelayanan memiliki pengaruh positif paling dominan dengan koefisien sebesar 0,300. Secara simultan, kualitas produk, harga, dan kualitas pelayanan berpengaruh signifikan terhadap kepuasan pelanggan dengan nilai koefisien determinasi sebesar 0,632, yang berarti bahwa 63,2% variasi kepuasan pelanggan dapat dijelaskan oleh ketiga variabel tersebut. Temuan ini menegaskan bahwa peningkatan mutu produk, penetapan harga yang wajar, dan perbaikan kualitas pelayanan secara berkelanjutan merupakan faktor kunci dalam meningkatkan kepuasan pelanggan layanan air minum daerah.
Keywords
Full Text:
PDFReferences
Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., Aziz, H. M., Sabir, B. Y., Sorguli, S., & Anwar, G. (2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management, 5(3), 14–28. https://doi.org/10.22161/ijebm.5.3.2
Apriyanti, R. (2023). The Influence of Employee Professionalism and Competence in Improving the Quality of Employee Service One Stop Integrated Services, Kembangan District, West Jakarta Administrative City. Jurnal Ilmu Pemerintahan Widya Praja, 49(1), 1–11. https://doi.org/10.33701/jipwp.v49i1.3246
Azizan, N. S., & Yusr, M. M. (2019). The Influence of Customer Satisfaction, Brand Trust, and Brand Image Towards Customer Loyalty. International Journal of Entrepreneurship and Management Practices, 2(7), 93–108. https://doi.org/10.35631/ijemp.270010
Barusman, A. R. P., Miniawati, T., & Mirfazli, E. (2020). Analysis of Implementation Cost Plus Pricing Method in the Decision on the Determination of Product Sales Prices. International Journal of Advanced Science and Technology, 29(06), 1832–1838. https://www.researchgate.net/publication/341271718
Basili, M., & Rossi, M. A. (2020). Platform-mediated reputation systems in the sharing economy and incentives to provide service quality: The case of ridesharing services. Electronic Commerce Research and Applications, 39, 100835. https://doi.org/10.1016/j.elerap.2019.100835
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007
Gonzalez, M. E. (2019). Improving customer satisfaction of a healthcare facility: reading the customers’ needs. Benchmarking: An International Journal, 26(3), 854–870. https://doi.org/10.1108/BIJ-01-2017-0007
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Im, D., Pyo, J., Lee, H., Jung, H., & Ock, M. (2023). Qualitative Research in Healthcare: Data Analysis. In Journal of Preventive Medicine and Public Health (Vol. 56, Issue 2, pp. 100–110). Korean Society for Preventive Medicine. https://doi.org/10.3961/jpmph.22.471
Jimenez, N., San-Martin, S., & Azuela, J. I. (2016). Trust and satisfaction: the keys to client loyalty in mobile commerce. Academia Revista Latinoamericana de Administración, 29(4), 486–510. https://doi.org/10.1108/ARLA-12-2014-0213
Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. Md. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91–97. https://doi.org/10.1016/j.jretconser.2016.11.007
Kosasih, O., Hidayat, K., Hutahayan, B., & Sunarti. (2024). Achieving Sustainable Customer Loyalty in the Petrochemical Industry: The Effect of Service Innovation, Product Quality, and Corporate Image with Customer Satisfaction as a Mediator. Sustainability, 16(16), 7111. https://doi.org/10.3390/su16167111
Lee, Y. C., Wang, Y. C., Lu, S. C., Hsieh, Y. F., Chien, C. H., Tsai, S. B., & Dong, W. (2016). An empirical research on customer satisfaction study: a consideration of different levels of performance. SpringerPlus, 5(1). https://doi.org/10.1186/s40064-016-3208-z
Leitao, J., Pereira, D., & Gonçalves, Â. (2019). Quality of Work Life and Organizational Performance: Workers’ Feelings of Contributing, or Not, to the Organization’s Productivity. International Journal of Environmental Research and Public Health, 16(20), 3803. https://doi.org/10.3390/ijerph16203803
Lestari Bramtika, S., Listyaningsih, E., & Purwanto, B. (2019). The Effect Of Service Quality, Price And Promotion On Visitors Satisfaction Toward Puncak Mas Tourism Object In Bandar Lampung.
Lochmiller, C. R. (2021). Conducting thematic analysis with qualitative data. Qualitative Report, 26(6), 2029–2044. https://doi.org/10.46743/2160-3715/2021.5008
Muchiri, C. T. (2022). Effects Of Work Stress On Service Delivery, Productivity, Service Quality And Corporate Image In Kenya Disciplined Services. Reviewed Journal International of Business Management [ISSN 2663-127X], 3(1), 38–52. https://doi.org/10.61426/business.v3i1.32
Mugagga, F., & Nabaasa, B. B. (2016). The centrality of water resources to the realization of Sustainable Development Goals (SDG). A review of potentials and constraints on the African continent. In International Soil and Water Conservation Research (Vol. 4, Issue 3, pp. 215–223). International Research and Training Center on Erosion and Sedimentation and China Water and Power Press. https://doi.org/10.1016/j.iswcr.2016.05.004
Narteh, B. (2018). Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price. International Journal of Bank Marketing, 36(1), 68–88. https://doi.org/10.1108/IJBM-08-2016-0118
Nguyen, T. V., Bach, T. N., Le, T. Q., & Le, C. Q. (2017). Local governance, corruption, and public service quality: evidence from a national survey in Vietnam. International Journal of Public Sector Management, 30(2), 137–153. https://doi.org/10.1108/IJPSM-08-2016-0128
Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: years 2000-2015. International Journal of Contemporary Hospitality Management, 29(1), 2–29. https://doi.org/10.1108/IJCHM-10-2015-0594
Purnomo, A., & Tsany, H. P. (2024). The Effect of Raw Material Quality and Production Process on Product Quality On Chips Business in Pringsewu Regency. International Journal of Economics, Business and Innovation Research (IJEBIR), 03(02), 393–950.
Strenitzerova, M., & Gana, J. (2018). Customer Satisfaction and Loyalty as a Part of Customer-Based Corporate Sustainability in the Sector of Mobile Communications Services. Sustainability, 10(5), 1657. https://doi.org/10.3390/su10051657
Stylidis, K., Wickman, C., & Söderberg, R. (2020). Perceived quality of products: a framework and attributes ranking method. Journal of Engineering Design, 31(1), 37–67. https://doi.org/10.1080/09544828.2019.1669769
Uralovich, K. S., Toshmamatovich, T. U., Kubayevich, K. F., Sapaev, I. B., Saylaubaevna, S. S., Beknazarova, Z. F., & Khurramov, A. (2023). A primary factor in sustainable development and environmental sustainability is environmental education. In Caspian Journal of Environmental Sciences (Vol. 21, Issue 4, pp. 965–975). University of Guilan. https://doi.org/10.22124/cjes.2023.7155
DOI: http://dx.doi.org/10.36448/ejkpp.v11i3.4753
Refbacks
- There are currently no refbacks.
Ciptaan disebarluaskan di bawah Lisensi Creative Commons Atribusi 4.0 Internasional.