The Influence Of Service Quality, Product Quality & Trust On Customer Satisfaction At PDAM Tirta Manakkara Mamuju West Sulawesi
DOI:
https://doi.org/10.37476/presed.v3i1.107Keywords:
Quality service, Quality Product, Trust, Satisfaction Customers, PDAMAbstract
This study aims to analyze the influence of service quality, product quality, and trust on customer satisfaction at PDAM Tirta Manakarra Mamuju. The method used was a quantitative approach with a survey, involving 99 customer respondents selected using the Slovin sampling technique. Data was collected through a Likert scale questionnaire that had been tested for validity and reliability, then analyzed using multiple linear regression with the help of SPSS version 24. The results of the partial t test showed that service quality (t = 2.164, p = 0.033), product quality (t = 5.333, p = 0.000), and trust (t = 4.674, p = 0.000) had a positive and significant effect on customer satisfaction. The simultaneous F test showed that the three variables together had a significant effect on customer satisfaction (F = 179.454, p = 0.000). The determination coefficient (Adjusted R²) of 0.845 indicates that 84.5% of the variation in customer satisfaction can be explained by the variables of service quality, product quality, and trust and the remaining 15.5 are explained by other variables outside of this study.
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