PENGARUH KUALITAS PELAYANAN PELANGGAN TERHADAP CITRA POSITIF PDAM KOTA BATU(Studi Pada Pelanggan PDAM Kota Batu di Desa Songgokerto,Kota Batu- Jawa Timur)

Larastika, Kinantha (2009) PENGARUH KUALITAS PELAYANAN PELANGGAN TERHADAP CITRA POSITIF PDAM KOTA BATU(Studi Pada Pelanggan PDAM Kota Batu di Desa Songgokerto,Kota Batu- Jawa Timur). Other thesis, University of Muhammadiyah Malang.

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Abstract

This research has been based on judgment that PDAM Kota Batu as one of regional firm in which the management is the only one who gets full support and facility by the government of Kota Batu, play a crucial role in supplying fresh water to the community and they has the obligation toward the society welfare. This condition has definitely made a particular image in Batu people. If the communities think about fresh water supply in the village, then PDAM Kota Batu should have been the first option emerges in their mind, which makes customer service the most important think to be paid attention by PDAM Kota Batu. At this moment, there are a lot of HIPAM (Himpunan Pengguna Air Minum) which exist and manage by the village, such as happening in Kelurahan Ngaglik, Songgokerto, Sisir, Oro-oro Ombo, Pesanggrahan and Tlekung. This is suppose to be a new rival for PDAM Kota Batu it self. Based on above explanation, this experiment has the objective to found out any effect between customer service qualities toward positive image of PDAM Kota Batu and also to found out about how big it is the effect of customer service toward positive image of PDAM Kota Batu. Theory used in this experiment is Image Forming Theory by John S. Nimpoeno and Image Forming Theory by Rhenald Khasali. Both theories about this image forming has something in common such as notion that image forming has the background of one experience after doing interaction with the object. Both reveal that experience is the main factor and supported with other factors. Type of experiment is explanative experiment, with quantitative approach and using survey method. To test variable correlation of customer service quality and positive image of PDAM Kota Batu in this research, it use correlation technique with product moment formula, while to found out about how big is the contribution or the attached variable, namely customer service quality toward positive image of PDAM Kota Batu, it use simple regression analysis. Based on the correlation coefficient calculation, it shows the result for 0,76, which only means that correlation between the unattached variable namely customer service quality, and the attach variable namely image of PDAM Kota Batu reaching 57,8%, which means that customer service quality has 57,8% of effect toward image of PDAM Kota Batu and rest of it has influence from other variable. While using F test, it is gain 288,769 of F calculated while at 5 percent significant rate, F table is obtain reaching 3,886. It means that F calculated is higher than F table, and H0 is rejected and H1 is accepted, and made unattached variable, customer service quality has significant effect simultaneously toward positive image of PDAM Kota Batu.

Item Type: Thesis (Other)
Subjects: H Social Sciences > HD Industries. Land use. Labor
Divisions: Faculty of Social and Political Science > Department of Communication Sience
Depositing User: Anggit Aldila
Date Deposited: 15 Jun 2012 08:33
Last Modified: 15 Jun 2012 08:33
URI: http://eprints.umm.ac.id/id/eprint/8044

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