Pengaruh Service Quality terhadap Customer Satisfaction (Studi Kasus : PT Aetra Air Jakarta)

Aminy, Chaira Agita (2019) Pengaruh Service Quality terhadap Customer Satisfaction (Studi Kasus : PT Aetra Air Jakarta). Undergraduate thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

PT Aetra Air Jakarta merupakan perusahaan sebagai operator pengelolaan air bersih di belahan timur Jakarta. PT Aetra Air Jakarta selanjutnya disebut sebagai “Aetra” telah bekerjasama dengan PAM Jaya sejak tahun 1998. Sebagai perusahaan yang bergerak di bidang jasa, Aetra dituntut melakukan perbaikan pelayanan pelanggan dari waktu ke waktu. Mulai dari pelayanan pemasangan sambungan baru hingga memproses berbagai keluhan pelanggan pun harus terselesaikan secara optimal, sehingga mampu memberikan kepuasan para pelanggan Aetra yang semakin bertambah. Oleh sebab itu, perlu adanya penelitian yang bertujuan untuk melihat bagaimana service quality mempengaruhi customer satisfaction di Aetra. Penelitian ini menggunakan metode Structural Equation Modelling Partial Least Square (SEM PLS) dengan 5 indikator penelitian, yaitu tangible, reliability, resposiveness, assurance, dan empathy. Data penelitian diperoleh melalui penyebaran kuesioner dengan jumlah 110 responden, berdasar metode rules of thumb. Dari hasil penelitian yang didapatkan, adanya hubungan yang positif dan signifikan antara Service Quality terhadap Customer Satisfaction, pada indikator tangibility, responsiveness, dan empathy. Sedangkan untuk indikator reliability dan assurance didapatkan hubungan yang positif dan tidak signifikan. Adapun mengenai tingkat Service Quality didapatkan hasil dengan kategori yang baik, sedangkan untuk tingkat Customer Satisfaction didapatkan hasil dengan kategori memuaskan di Aetra. Hasil penelitian dapat digunakan manajemen Aetra dalam upaya untuk peningkatan Service Quality dan Customer Satisfaction.
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PT Aetra Air Jakarta aims to develop and manage production and distribution of clean water services in eastern part of Jakarta. PT Aetra Air Jakarta hereinafter referred to as "Aetra" has been cooperating with PAM Jaya since 1998. As a company engaged in services, Aetra is required to improve in excellence customer services continuosly. Starting from the services of new connection installation up to resolve various customer complaints, so Aetra has to able increase customer satisfaction. Therefore, it is a needed to condusct research that aims to see how service quality affects customer satisfaction for Aetra in Jakarta. This research uses Structural Equation Modeling Partial Least Square (SEM PLS) method with 5 research indicators, namely tangible, reliability, resposiveness, assurance and empathy. The research data was obtained through questionnaires with a number of 110 respondents, based on the rules of thumb method. From the results of the research obtained, there is a positive and significant relationship between Service Quality and Customer Satisfaction, especially on the indicators of Tangibility, Responsiveness, Empathy. Meanwhile, there is positive and not significance relationship between Service Quality and Customer Satisfaction on the indicators Reliability and Assurance. The result of service quality level in good category condition, whether customer satisfaction level in satisfy category. The result of this research to be able as reference for Aetra management for improving in Service Quality and Customer Satisfaction.

Item Type:	Thesis (Undergraduate)
Additional Information:	RSMB 658.562 Ami p-1 2019
Uncontrolled Keywords:	Aetra, Customer Satisfaction, SEM PLS, Service Quality
Subjects:	H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Creative Design and Digital Business (CREABIZ) > Business Management > 61205-(S1) Undergraduate Thesis
Depositing User:	Chaira Agita Aminy
Date Deposited:	09 Dec 2021 01:43
Last Modified:	09 Dec 2021 01:43
URI:	http://repository.its.ac.id/id/eprint/61789

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