Prakosa, Galih Arief (2017) Analisis Pengaruh Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Pengguna Kran Air Siap Minum (KASM), Studi Kasus : Di PDAM Surabaya Dengan Lokasi KASM Di Kebun Binatang Surabaya. Masters thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Ketersedian air bersih sudah menjadi hak asasi manusia. Kebutuhan air
bersih dan air minum akan terus meningkat seiring bertambahnya populasi.
Perusahaan Daerah Air Minum (PDAM) adalah satu-satunya institusi Pemerintah
yang bertugas menyediakan dan mengelola sarana dan prasarana air minum bagi
masyarakat Indonesia. Dalam upaya memenuhi tanggung jawabnya, PDAM Kota
Surabaya membuat Kran Air Siap Minum (KASM)/ drinking water fountain
untuk menyediakan kebutuhan air minum secara gratis yang ditempatkan di ruang
publik. Namun sampai saat ini, belum pernah dilakukan upaya untuk menganalisis
kualitas produk dan layanan dari program PDAM tersebut.
Penelitian ini bertujuan menganalisis pengaruh kualitas produk dan
kualitas layanan terhadap kepuasan dan loyalitas pengguna KASM di Kebun
Binatang Surabaya (KBS), sebagai salah satu ruang publik favorit bagi
masyarakat Surabaya dan sekitarnya. Analisa menggunakan metode Structural
Equation Modeling (SEM) – Partial Least Square (PLS), dengan software
SmartPLS 3.2.
Analisis path coefficient menunjukkan bahwa variabel kualitas produk
berpengaruh terhadap kepuasan pengguna (0,314, T-statistik = 2,431, > T-tabel
1,96), namun tidak berpengaruh langsung terhadap loyalitas pengguna (0,135, Tstatistik = 1,581, < T-tabel 1,96). Variabel kualitas layanan berpengaruh terhadap
kepuasan pengguna (0,394, T-statistik = 3,235, > T-tabel 1,96) dan berpengaruh
langsung terhadap loyalitas pengguna (0,241, T-statistik = 2,778, > T-tabel 1,96).
Variabel kepuasan pengguna berpengaruh langsung terhadap loyalitas pengguna
(0,544, T-statistik = 6,700, > T-tabel 1,96).
Simpulan penelitian ini adalah kepuasan pengguna dipengaruhi kualitas
produk dan kualitas layanan, sedangkan loyalitas pengguna dipengaruhi langsung
oleh kualitas layanan dan kepuasan pengguna.
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Availability of consumable water is part of human rights. As population
increases, demand of clean water and drinking water will also increase.
Perusahaan Daerah Air Minum (PDAM, State Water Supply Company) is the one
and only governmental company in charge of drinking water supply for all
citizens of Indonesia as well as management of its facilities. In purpose of
fulfilling its responsibilities, PDAM Surabaya provides Keran Air Siap Minum
(KASM)/ public drinking fountain, a facility of free drinking water supply,
located in various public zones all over the city. However, there has never been
any measures to analyze product and service quality of this facility.
Purpose of this study was to analyze product and service quality effect of
public drinking fountain in Surabaya Public Zoo, one of the favourite public zones
in Surabaya, on users' satisfaction and loyalty. Using structural equation
modelling (SEM) – partial least square (PLS) technique, analyzed by SmartPLS
3.2 software.
Path coefficient analysis determined that product quality variable affected
user’s satisfaction (0,314, T-statistic = 2,431, > T-table 1,96), but did not affect
user’s loyalty (0,135, T-statistic = 1,581, < T-table 1,96). Service quality variable
affected user’s satisfaction (0,394, T-statistic = 3,235, > T-table 1,96) as well as
user’s loyalty (0,241, T-statistic = 2,778, > T-table 1,96). User’s satisfaction
variable affected user’s loyalty (0,544, T-statistic = 6,700, > T-table 1,96).
Conclussion. User’s satisfaction is affected by product quality and service
quality, while user’s loyalty is directly affected by service quality and user’s
satisfaction.
| Item Type: | Thesis (Masters) |
|---|---|
| Uncontrolled Keywords: | drinking fountain, KASM, kualitas produk, kualitas layanan, kepuasan pengguna, loyalitas pengguna |
| Subjects: | T Technology > T Technology (General) T Technology > TD Environmental technology. Sanitary engineering T Technology > TD Environmental technology. Sanitary engineering > TD646 Sewage--Purification |
| Divisions: | 61101-Magister Management Technology |
| Depositing User: | - GALIH ARIEF PRAKOSA |
| Date Deposited: | 08 May 2017 01:13 |
| Last Modified: | 08 Mar 2019 07:22 |
| URI: | http://repository.its.ac.id/id/eprint/3896 |
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