Analisis Kualitas Pelayanan dan Persepsi Harga Terhadap Kepuasan Pelanggan Studi Pada PDAM Kabupaten Cirebon

Abstract

This research is a case study on PDAM Cirebon regency.
This study aims to examine the impact of service quality
and price perceptions to customer satisfaction. The sampling
technique in this study using convenience sampling and
obtained a sample of 135 respondents. To measure the statement
items used in this study the Likert scale, with a scale of
1-5. Item statement of the variable service quality is 22 items,
price perception is 14 items, and customer satisfaction is 8
items. Results of validity test using factor analysis showed
that all indicators have a loading factor greater than 0.40 and
only loading on one factor. Results of reliability test showed
that each construct has a Cronbach’s alpha values that can
be received that is above 0.60 as the minimum criteria to be
acceptable. Results of hypothesis test indicate that hypothesis
1 and 2 supported, which means that the service quality
and price perception has positive influence on customer satisfaction,
with their respective significance at 1% and 5%.
Keyword: Service quality, Price perception, Customer satisfaction