Effect of Service Quality on Customer Satisfaction Through Customer Value in PDAM Kota Makassar (Customer Approach in Developing Clean Water Product Services to Customers)

Putera, Wahyudi and Sahabuddin, Romansyah and Rakib, Muhammad and Girikallo, Adianus S. (2020) Effect of Service Quality on Customer Satisfaction Through Customer Value in PDAM Kota Makassar (Customer Approach in Developing Clean Water Product Services to Customers). International Journal of Innovative Science and Research Technology, 5 (10). pp. 1129-1137. ISSN 2456-2165

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Abstract

Abstract This research design aimed to test whether factors such as service quality, customer value can affect customer satisfaction in PDAM Makassar City. The research was conducted in 8 (eight) sub-districts, namely Biringkanaya, Bontoala, Sangkarrang Islands, Makassar, Mamajang, Manggala and Panakkukang Districts, from January to October 2020. The population in this study were regular customers of Makassar City PDAM. The accidental sampling method is considered more suitable for this study. There were 250 respondents as the unit of analysis. The data collection method was carried out by distributing questionnaires, in-depth interviews, field observations and literature reviews. The analytical method used to test the research hypothesis is structural equation modeling (SEM) AMOS Vesion,-23. The results of the analysis show that there is a significant effect of service quality on customer value between service quality and customer satisfaction.

Item Type:	Article
Uncontrolled Keywords:	Customer, SEM, Service Quality, Customer Value, Customer Satisfaction
Subjects:	KARYA ILMIAH DOSEN Universitas Negeri Makassar > KARYA ILMIAH DOSEN
Divisions:	KOLEKSI KARYA ILMIAH UPT PERPUSTAKAAN UNM MENURUT FAKULTAS > KARYA ILMIAH DOSEN KARYA ILMIAH DOSEN
Depositing User:	Herling HR Sahade
Date Deposited:	01 Jun 2021 13:59
Last Modified:	01 Jun 2021 13:59
URI:	http://eprints.unm.ac.id/id/eprint/20147

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