Pengaruh Kualitas Pelayanan Dan Manajemen Hubungan Pelanggan Terhadap Kepuasan Pelanggan Pada Perumda Tirta Patriot Kota Bekasi

Authors

  • Karlina Eris Institut Ilmu Sosial dan Manajemen STIAMI
  • Mercy Spesa Devina De Fretes Institut Ilmu Sosial dan Manajemen STIAMI

Abstract

Customer satisfaction has a strategic role because it is directly related to social responsibility and the
quality of life of the community who rely on clean water supplies every day. This study aims to analyze
the effect of service quality and customer relationship management, both partially and simultaneously,
on customer satisfaction at Perumda Tirta Patriot Bekasi City. Using a quantitative approach, the number
of samples in this study was 150 customers. Data were analyzed through multiple regression analysis,
ttest, F-test and coefficient of determination test. The results of the study indicate that service quality
has a positive and significant effect on customer satisfaction as indicated by the calculated t value (7.559)
> t table (1.976), customer relationship management has a positive and significant effect on customer
satisfaction as indicated by the calculated t value (8.163) > t table (1.976) and simultaneously the two
independent variables have a positive and significant effect on customer satisfaction as indicated by the
calculated F value (316.552) with a significance value of 0.000. These results indicate that the two
variables have an important role in increasing customer satisfaction by 81.2%, while the rest is influenced
by other factors not studied.
Keywords: Service Quality, Customer Relationship, Management , Customer Satisfaction

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Published

2026-03-12

Issue

Vol. 5 No. 4: Agustus 2025

Section

Articles

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