PENGARUH KUALITAS, KUANTITAS DAN KONTINUITAS AIR TERHADAP KEPUASAN PELANGGAN PERUMDAM TIRTA MAYANG KOTA JAMBI (STUDI KASUS PADA WILAYAH LAYANAN I)

Abstract

The provision of high-quality clean water services is an essential factor in meeting community needs and enhancing customer satisfaction. However, customers continue to report various complaints regarding water quality, water quantity, and service continuity, which may affect their level of satisfaction with the services provided by Perumdam Tirta Mayang Jambi City. This study aimed to analyze the effects of water quality, water quantity, and service continuity on customer satisfaction in Service Area I of Perumdam Tirta Mayang Jambi City. A quantitative research approach was employed, involving 400 respondents selected through proportional sampling from a population of 62,702 customers. Data were collected using a structured questionnaire based on a five-point Likert scale. The data were analyzed using descriptive statistics, validity and reliability tests, classical assumption tests, multiple linear regression analysis, t-test, F-test, and the coefficient of determination with the assistance of Microsoft Excel and SPSS software. The results indicated that water quality, water quantity, and service continuity had positive and statistically significant effects on customer satisfaction, both individually and simultaneously. The correlation coefficient (R) was 0.496, indicating a moderate correlation (0.40–0.599) between the independent variables and customer satisfaction. Meanwhile, the coefficient of determination (R²) was 0.241, indicating that 24.1% of the variation in customer satisfaction (Y) could be explained jointly by water quality (X₁), water quantity (X₂), and service continuity (X₃). Among these variables, service continuity was identified as the most influential factor affecting customer satisfaction, followed by water quantity and water quality. Overall, all research variables were rated as good based on customers' perceptions. This study concludes that continuous improvements in water quality, water quantity, and particularly service continuity are necessary to enhance customer satisfaction with the services provided by Perumdam Tirta Mayang Jambi City.