KUALITAS PELAYANAN DAN KEBIJAKAN TARIF TERHADAP KEPUASAN PELANGGAN PDAM TIRTANADI CABANG TUASAN MEDAN

Abstract

ABSTRACT

The background of this research is based on the phenomena that show that service quality has not been able to work maximally in the company's satisfaction.This research is a quantitative descriptive study with a total sample of 55 respondents, while the sampling technique used in the study is saturated sampling. The instrument testing uses validity and reliability tests. While the data analysis method uses multiple linear regression with t test, t arithmetic, t table and f table.The results of independent service quality research results (X1) obtained t table 0.301 <t table 1.67 and Policy obtained t count 3.995> t table 1.67 with a significant 0.000 <0.05, it can be concluded that Ho is accepted and H1 is rejected, which means that the Quality of Service is not influential and policy rates positive and significant effect. The coefficient of determination test results (R2) shows Adjusted R square 0.323 or 32.3% which means that variations in service quality and policy variables can be explained by customer satisfaction variables, the remaining 67.7% is influenced by other variables not examined in this study.Keywords: Service Quality, Policy and Customer Satisfaction