PENGARUH PEMULIHAN LAYANAN TERHADAP KEPUASAN PELANGGAN MELALUI KUALITAS PELAYANAN (STUDI KASUS PADA PDAM TIRTA SAKTI KABUPATEN KERINCI) TAHUN 2021/2022

YELA AFRIANI

Abstract

With the formulation of the problem whether Service Recovery has an indirect effect on Customer Satisfaction through Service Quality at PDAM KabKerinci. And the purpose of this research is to find out which Service Recovery has an indirect effect on customer satisfaction through service quality at PDAM KabKerinci. Respondents in this study were 41 PDAM customers in KabKerinci. This study uses a quantitative approach where the research method is using path analysis and multiple linear regression analysis. From the results of research using multiple linear regression, it is known that Service Recovery has a positive effect on Customer Satisfaction through Service Quality at PDAM Tirta Sakti KabKerinci as evidenced by zcount>ztable of 2.279> 1.96. Service Recovery has a positive effect on Service Quality at PDAM Tirta Sakti KabKerinci as evidenced by tcount>ttable of 6.120> 1.684. Service Recovery has a positive effect on Customer Satisfaction at PDAM TirtaTirta Sakti KabKerinci as evidenced by tcount>ttable of 2.876> 1.684. Service Quality has a positive effect on Customer Satisfaction at PDAM TirtaTirta Sakti KabKerinci as evidenced by tcount>ttable of 2.444> 1.684. The conclusion of this research is that Service Recovery and Service Quality together have a positive effect on Customer Satisfaction through Service Quality at PDAM TirtaTirta Sakti KabKerinci.