{"title":"FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN TERHADAP LAYANAN PAYMENT POINT ONLINE BANK (PPOB)","authors":"Annisah A Datuamas","doi":"10.35915/cj.v3i2.380","DOIUrl":null,"url":null,"abstract":"This study aims to analyze the factors that influence customer satisfaction with the payment of electricity and water bills for PDAMs at PT Nusa Mandiri. Methods of collecting data using a questionnaire distributed to 100 consumers of PT. Nusa Mandiri Berau District. The analysis tools used are Validity Test, Reliability Test, Multiple Linear Regression Analysis, t Test and F Test. The results of this study indicate that the factors that have a significant ef ect on customer satisfaction are Service Quality, Responsiveness, Empathy, Tangible. Whereas reability and assurance do not significantly influence customer satisfaction.","PeriodicalId":436085,"journal":{"name":"CAM JOURNAL : Change Agent For Management Journal","volume":"22 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2019-10-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"CAM JOURNAL : Change Agent For Management Journal","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.35915/cj.v3i2.380","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
Abstract
This study aims to analyze the factors that influence customer satisfaction with the payment of electricity and water bills for PDAMs at PT Nusa Mandiri. Methods of collecting data using a questionnaire distributed to 100 consumers of PT. Nusa Mandiri Berau District. The analysis tools used are Validity Test, Reliability Test, Multiple Linear Regression Analysis, t Test and F Test. The results of this study indicate that the factors that have a significant ef ect on customer satisfaction are Service Quality, Responsiveness, Empathy, Tangible. Whereas reability and assurance do not significantly influence customer satisfaction.
本研究旨在分析影响PT Nusa Mandiri pdam客户对电费和水费支付满意度的因素。收集数据的方法是向努沙曼迪里贝劳区100名消费者分发调查问卷。分析工具有效度检验、信度检验、多元线性回归分析、t检验和F检验。本研究结果表明，对顾客满意有显著影响的因素是服务质量、响应性、移情、有形。而可靠性和保证对顾客满意度没有显著影响。
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