Pengaruh Responsiveness dan Service Recovery terhadap Customer Satisfaction (Studi Kasus pada Perusahaan Umum Daerah Air Minum Tirta Bumi Wibawa Cabang III Kota Sukabumi)

Genardy Yusufiraldin, Kokom Komariah, Resa Nurmala

Abstract


This study aims to determine the influence of Responsiveness and Service Recovery on customer satisfaction of the Regional Drinking Water Company Tirta Bumi Wibawa Branch III in Sukabumi City. This research method uses a quantitative method and uses a descriptive approach. In this study, normality tests, simultaneous statistical tests (F tests), and partial statistical tests (T tests) were conducted. Information was collected by reviewing documents and distributing questionnaires. This study focused on customers of the Regional Drinking Water Company Tirta Bumi Wibawa Branch III located in Sukabumi City. A sample of 100 people was selected using the Cluster Sampling method, and the number of participants was calculated using the Slovin Formula. Data were analyzed using multiple linear regression. The results showed that responsiveness and service recovery had a positive and significant influence simultaneously on customer satisfaction. The positive impact of responsiveness on customer satisfaction was not statistically significant. Meanwhile, service recovery had a positive and statistically significant influence on customer satisfaction.

Keywords


Responsiveness, Service Recovery, Customer Satisfaction

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DOI: http://dx.doi.org/10.33087/ekonomis.v10i2.2392

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