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Path: Top > S1-Final_Project > Fakultas_Sospol > Ilmu_Komunikasi > 2009

PENGARUH KUALITAS JASA PELAYANAN HUMAS PERUSAHAAN DAERAH AIR MINUM ( PDAM ) TIRTA RAHARJA KABUPATEN

The Influence of Public Relations service quality PDAM Tirta Raharja Kabupaten Bandung to Customer Satisfaction at Leuwigajah

2009
Undergraduate Theses from JBPTUNIKOMPP / 2010-03-02 14:49:10
By : MISWATY; NIM. 41805052, Perpustakaan UNIKOM
Created : 2009-11-16, with 5 files

Keyword : kualitas jasa
Url : http://alumni.unikom.ac.id

Tujuan penelitian adalah untuk mengetahui sejauhmana pengaruh kualitas jasa pelayanan humas PDAM Tirta Raharja terhadap tingkat kepuasan pelanggan di wilayah Leuwigajah.



Metode yang digunakan dalam penelitian ini adalah metode survaei dengan teknik analisis deskriptif. Sedangkan untuk memperoleh data penelitian, peneliti menggunakan teknik kuesioner, studi pustaka dan wawancara. Untuk memperkuat hasil penelitian ini, yaitu melihat sejauhmana terdapat pengaruh antara kedua variabel (variabel kualitas jasa pelayanan dan variabel tingkat kepuasan pelanggan) tersebut maka peneliti menggunakan uji statistik yaitu Korelasi Koefisien Rank Spearman unutk melihat besar kecilnya pengaruh atau korelasi.



Hasil penelitian menunjukkan pengaruh keandalan humas PDAM Tirta Raharja terhadap tingkat kepuasan pelanggan sebesar 81%, pengaruh keresponsifan humas PDAM Tirta Raharja terhadap tingkat kepuasan pelanggan sebesar 100%, pengaruh keyakinan humas PDAM Tirta Raharja terhadap tingkat kepuasan pelanggan sebesar 100%, pengaruh empati humas PDAM Tirta Raharja terhadap tingkat kepuasan pelanggan sebesar 100%, dan pengaruh berwujud (personnel, fasilitas dan media komunikasi) humas PDAM Tirta Raharja terhadap tingkat kepuasan pelanggan sebesar 81%, pengaruh kualitas jasa pelayanan humas PDAM Tirta Raharja terhadap nilai pelayanan bagi pelanggan sebesar 95%, pengaruh kualitas jasa pelayanan humas PDAM Tirta Raharja terhadap pemenuhan kebutuhan dan keinginan pelanggan sebesar 95% pengaruh kualitas jasa pelayanan humas PDAM Tirta Raharja terhadap pemenuhan harapan pelanggan terhadap pelayanan sebesar 65%, sedangkan pengaruh kualitas jasa pelayanan humas PDAM Tirta Raharja terhadap tingkat kepuasan pelanggan di kelurahan Leuwigajah sebesar 95 % ini berarti hubungan antara variabel X dan variabel Y sangat kuat . Sehingga pengolahan data dan pengujian hipotesis mengisyaratkan bahwa H0 ditolak dengan demikian, hipotesis konseptual (hipotesis penelitian) H1 diterima.



Berdasarkan hasil penelitian dapat ditarik kesimpulan bahwa adanya pengaruh yang kuat antara kualitas jasa pelayanan humas PDAM Tirta Raharja terhadap tingkat kepuasan pelanggan di kelurahan Leuwigajah. Disarankan sebaiknya PDAM Tirta Raharja lebih cepat dan tanggap dalam menangani keluhan pelanggan, dan lebih meningkatkan lagi kualitas Sumber Daya Manusia yang telah ada, sehingga memperoleh kepuasan dan kepercayaan dari pelanggan.

Description Alternative :

The aim of the resear ch is to know how far the influence of public relations service quality PDAM Tirta Raharja to Customer satisfaction at Leuwigajah. Where as to acquire resear cher data, the researcher using questioner, interview and library study.



The method, whict is used in this survey method with technic analyze descriptif. For the strong this researc her, is how far the influence between secondary variable (variable servive quality and variable customer satisfaction) there for written testing statistic is using rank spearman correlation to perceive big and little influence or correlation.



The research result shown that influence of reliability public relations PDAM Tirta Raharja to customer satisfaction equal to 81%, influence of responsivennes public relations PDAM Tirta Raharja to customer satisfaction equal to 100%, influence of confidence public relations PDAM Tirta Raharja to customer satisfaction equal to 100%, influence of emphaty public relations PDAM Tirta Raharja to customer satisfaction equal to 81%, and influence of tangible (personnel, facility and media communication) public relations PDAM Tirta Raharja to customer satisfaction equal to 100%, influence of public relations qualilty service PDAM Tirta Raharja to service value for customer equal to 81%, influence of public relations service quality PDAM Tirta Raharja to customer want and need equal to 95% influence of public relations service quality PDAM Tirta Raharja to customer expectation equal to 65% ,and the influence of public relations service quality PDAM Tirta Raharja to Customer satisfaction at Leuwigajah area equal to 95% It’s mean correlational between variable x and y is very strong. So that data processing and hypothesis examination show that H0 is refused and H1 is accepted.




The research result showed that can take a conclustion there is a strong with influence of public relations quality service PDAM Tirta Raharja to Customer satisfaction at Leuwigajah. Suggested PDAM Tirta Raharja should be better and fast in handling customer complain. Also, increasing the quality of resources, so that the customer can can have all the satisfaction, in return PDAM Tirta Raharja is reliable for the customer.

Copyrights : Copyright � 2001 by Digital library - Perpustakaan Pusat Unikom . Verbatim copying and distribution of this entire article is permitted by author in any medium, provided this notice is preserved.

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