Investigation of Determinants of Customer Satisfaction at PDAM Tirta Moedal Semarang

Abstract

The problem that occurs in PDAM Tirta Moedal Semarang is that it makes customers feel dissatisfied and this causes complaints, including: water often dies and comes out very little. The purpose of the study was to examine the effect of service quality and reputation of PDAM Tirta Moedal Semarang on customer satisfaction of PDAM Tirta Moedal Semarang, with trust as an intervenig variable. The population of this research is the housing community of Graha Mukti Semarang as many as 1,537 people. The number of samples in this study was 99.87 people (rounded up to 100 people, based on the Slovin formula). The method of analysis was carried out with the help of the SPSS 26 program. The variable influence model will be tested by path analysis. The results show that service quality and trust in PDAM Tirta Moedal Semarang have a direct effect on trust in PDAM Tirta Moedal Semarang. The service quality and reputation of PDAM Tirta Moedal Semarang has a direct influence on customer satisfaction of PDAM Tirta Moedal Semarang. Trust has a direct effect on customer satisfaction at PDAM Tirta Moedal Semarang. Trust can be said as an intervening variable on service quality and reputation on customer satisfaction at PDAM Tirta Moedal Semarang.