PERAN MEDIASI IDENTIFIKASI PELANGGAN PERUSAHAAN DALAM PENGARUHNYA ANTARA TANGGUNG JAWAB SOSIAL PERUSAHAAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (STUDI PADA PDAM TIRTO NEGORO SRAGEN)

CAHYANI, BINTANG NUR and Drs., Basuki Rahardjo, M.S (2018) PERAN MEDIASI IDENTIFIKASI PELANGGAN PERUSAHAAN DALAM PENGARUHNYA ANTARA TANGGUNG JAWAB SOSIAL PERUSAHAAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (STUDI PADA PDAM TIRTO NEGORO SRAGEN). skripsi thesis, IAIN SURAKARTA.

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Abstract

Perusahaan Daerah Air Minum (PDAM) is one of the companies engagedin services and customer-oriented under the supervision of the government. PDAM Kab. Sragen is concentrafed to give the best service for customer bycarrying company motto that is "BEST" (Best Service Beer). By carrying the motto of the company followed by improvement of service to customer, so that inaccordance with purpose to make standard service by PDAM for the customer. This research was conducted to find out how the role of mediationidentification of company’s customers in the influence between company’s social responsibility and quality of service to customer satisfaction. This research use aquantitative approach. Population in this research is customer who do payment account of water bill at office of PDAM Kab. Sragen Service Area 1 unitSambirejo. The number of sample is 190 people, sampling using simple random sampling technique. Analysis method used is Partial Least Square (PLS).The results show that the first hypothesis is accepted which means company’s social responsibility has a positive effect on customer satisfaction, aswell as the second hypothesis is accepted which mean that the quality of service has a positive effect on customer satisfaction, but the third hypothesis is rejectedso that company’s social responsibility does not positively affect the identification of company’s is customers . The fourth hypothesis is accepted which means the quality of service has a positive effect on the identification of the company's customers, so the fifth hypothesis is accepted which means the identification of the company's customers have a positive effect on customer satisfaction. This research also shows that the role of mediating the identification of company’s customers as a mediating variable. The results of this research is found the evidence that company’s social responsibility to the identification of company’s customers with customer satisfaction show a relationship that did not have a significant effect, while for mediating variables quality of service to the identification of company’s customers with customer satisfaction show significant relationship. Keywords: Company’s Social Responsibility, Service Quality, Company’s Customer Identification and Customer Satisfaction.

Item Type: Thesis (skripsi)
Subjects: 2x Islam > 2x6 Sosial dan Budaya Islam > 2x6.3 Ekonomi Islam
Divisions: Fakultas Ekonomi dan Bisnis Islam > Manajemen Syariah
Depositing User: Maha siswa
Date Deposited: 14 Feb 2019 02:46
Last Modified: 14 Feb 2019 02:46
URI: http://eprints.iain-surakarta.ac.id/id/eprint/2954

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