{"title":"客户期望和服务质量对客户满意度的影响对Buleleng区","authors":"Komang Arta Subawa, N. Telagawathi","doi":"10.23887/bjm.v7i1.29662","DOIUrl":null,"url":null,"abstract":"This research aimed to examine the customer effect expectations and service quality of customer satisfaction at PDAM Buleleng Regency both partial and simultan. The research design used a quantitative causal. PDAM Buleleng Regency customers as subject and the customer expectation, service quality, customer satisfaction as object,. The sample amounted 80 people. The data from questionnaire and then analyzed used multiple linear regression analysis. The results showed: (1) there are significant effect between customer expectations to customer satisfaction, (2) between service expectations to customer satisfaction had a positive and significant effect, (3) between service quality to customer satisfaction had a significant effect.","PeriodicalId":197680,"journal":{"name":"Bisma: Jurnal Manajemen","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2021-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":"{\"title\":\"Pengaruh Harapan Pelanggan Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PDAM Kabupaten Buleleng\",\"authors\":\"Komang Arta Subawa, N. Telagawathi\",\"doi\":\"10.23887/bjm.v7i1.29662\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"This research aimed to examine the customer effect expectations and service quality of customer satisfaction at PDAM Buleleng Regency both partial and simultan. The research design used a quantitative causal. PDAM Buleleng Regency customers as subject and the customer expectation, service quality, customer satisfaction as object,. The sample amounted 80 people. The data from questionnaire and then analyzed used multiple linear regression analysis. The results showed: (1) there are significant effect between customer expectations to customer satisfaction, (2) between service expectations to customer satisfaction had a positive and significant effect, (3) between service quality to customer satisfaction had a significant effect.\",\"PeriodicalId\":197680,\"journal\":{\"name\":\"Bisma: Jurnal Manajemen\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2021-04-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"1\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Bisma: Jurnal Manajemen\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.23887/bjm.v7i1.29662\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Bisma: Jurnal Manajemen","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.23887/bjm.v7i1.29662","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
Pengaruh Harapan Pelanggan Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada PDAM Kabupaten Buleleng
This research aimed to examine the customer effect expectations and service quality of customer satisfaction at PDAM Buleleng Regency both partial and simultan. The research design used a quantitative causal. PDAM Buleleng Regency customers as subject and the customer expectation, service quality, customer satisfaction as object,. The sample amounted 80 people. The data from questionnaire and then analyzed used multiple linear regression analysis. The results showed: (1) there are significant effect between customer expectations to customer satisfaction, (2) between service expectations to customer satisfaction had a positive and significant effect, (3) between service quality to customer satisfaction had a significant effect.