THE INFLUENCE OF SERVICE QUALITY TO CUSTOMER SATISFACTION IN PDAM KUPANG’S SERVICE COUNTERS

Abstract

Service Quality is very important factor especially for enterprises that engaged in the services sector.
Therefore, PDAM Kupang prioritizes the service quality for the sake of customers satisfaction, by
trying to improve the quality of service which is expected to be a positive effect towards customer
satisfaction. The purpose of this research is to explain the influence of the counters service quality to
customer satisfaction in PDAM Kupang’s service counters. The result of the regression, the Service
Quality influence positively towards Customer Satisfaction (β = 0,231). The variable of Service
Quality has contribution of 53.4% to Customer Satisfaction variable (R2 = 0.534) and the rest
influenced by other variables. Based on a comparison between the value of tcount and ttable (n-2) at the
95% level of confidence, it can be drawn the conclusion that the variable of Service Quality influence
significantly to variable of Customer Satisfaction. It means that the service quality in PDAM
Kupang’s service counters have influence to its costumers satisfaction.
Keywords : Customer Satisfaction, Customer Services, Service Quality