Analysis of Service Quality of Perumda Tirta Manuntung Balikpapan City Based on Customer Perception

Supriyadi; Rahmat; Etty Soesilowati

doi:10.63922/ijebir.v4i04.1863

Supriyadi Faculty of Economics and Business, Universitas Negeri Malang, Indonesia
Rahmat Faculty of Economics and Business, Universitas Negeri Malang, Indonesia
Etty Soesilowati Faculty of Economics and Business, Universitas Negeri Malang, Indonesia

DOI: https://doi.org/10.63922/ijebir.v4i04.1863

Keywords: Customer Satisfaction, Planed-Behavior Theory, Service Quality, PERUMDA Tirta manulung Balikpapan, SEM-PLS

Abstract

This study aims to analyze the quality of service of Perumda Tirta Manunggal in Balikpapan City based on customer perception. This article uses a quantitative approach by applying the SEM-PLS model and analysis using SMARTPLS 4 software. The primary data used were taken from 99 infill samples, calculated using the Slovin formula, with a margin of error of 10% of the total population of 100,688. The results showed that service quality has a significant effect on customer satisfaction, with independent variables including reliability, trust, empathy, and responsiveness. However, the independent variable of belief does not have a significant effect on customer satisfaction, and reliability also does not show a significant impact on empathy on the performance of Perumda Tirta Manunggal Balikpapan City

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