The Effect of Service Quality and E-Money Payment on Customer Satisfaction at PDAM Tirtanadi

Abstract

This research aims to prove the influence of service quality variables and EMoney payment variables on PDAM Tirtanadi customer satisfaction. This research was conducted using quantitative methods. The sample was taken as many as 80 samples who were customers of PDAM Tirtanadi Sunggal Branch as research respondents. Research data was obtained by distributing questionnaires to all samples studied. In carrying out data analysis, multiple linear regression approaches, partial tests and simultaneous tests were carried out. The results of the research concluded that service quality has a positive and significant effect on customer satisfaction at PDAM Tirtanadi. E-Money payments have a positive and insignificant effect on PDAM Tirtanadi customer satisfaction. Service quality and E-Money payments simultaneously have a positive and significant effect on PDAM Tirtanadi customer satisfaction. The contribution of the variable influence of service quality and E-Money payments is 33.3% which is categorized as having a "weak" influence on PDAM Tirtanadi customer satisfaction.