ANALISIS PENGARUH KUALITAS PELAYANAAN TERHADAP KEPUASAN PELANGGAN MENURUT PERSPEKTIF ISLAM (Studi Pada Kantor Pelayanan Pelanggan Unit Sistem Penyediaan Air Minum Pusako Di Kampung Sungai Limau Kecamatan Pusako)

Abstract

This study aims to determine the extent to which service quality affects customer
satisfaction. In this study, service quality includes reliability, responsiveness, assurance,
empathy, and tangibles. The approach used in this study is quantitative. This study uses a
correlation research technique. The data collection technique used a questionnaire. The
population in this study was customers of the Pusako SPAM Unit office. A sample of 90
respondents was taken. The sampling technique used was proportional random sampling.
The data analysis technique used simple linear regression and hypothesis testing. The
results of the study show that service quality affects customer satisfaction, as evidenced
by the simple linear regression analysis Y = -7.414 + 0.658, where the constant value (a)
is -7.414; this can be interpreted as if the service quality value is 0, then the customer
satisfaction value is -7.414. The regression coefficient value of the customer satisfaction
variable (b) is positive, namely 0.658; this can be interpreted as meaning that for every
1.00 increase in service quality, customer satisfaction will increase by 0.658. Based on
the t-test, the calculated t-value is 7.801, while the table t-value is 1.662. Therefore, t
calculated > t table (7.801 > 1.662) and the significance value is 0.000 < 0.05, so H0 is
rejected and Ha is accepted. This means that service quality has a significant effect on
customer satisfaction.