PENGARUH SERVICE RECOVERY, RESPONSIVITAS LAYANAN, RELATIONSHIP MARKETING TERHADAP KEPUASAN PELANGGAN DI PDAM WAY RILAU DALAM PERSPEKTIF EKONOMI ISLAM (Studi Pada Pelanggan PDAM Way Rilau Kecamatan Kemiling Bandar Lampung)

Anisa, Veronica (2025) PENGARUH SERVICE RECOVERY, RESPONSIVITAS LAYANAN, RELATIONSHIP MARKETING TERHADAP KEPUASAN PELANGGAN DI PDAM WAY RILAU DALAM PERSPEKTIF EKONOMI ISLAM (Studi Pada Pelanggan PDAM Way Rilau Kecamatan Kemiling Bandar Lampung). Diploma thesis, UIN RADEN INTAN LAMPUNG.

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Abstract

ABSTRAK Dalam penyaluran air bersih, Perusahaan Daerah Air Minum (PDAM) merupakan perusahaan yang bertanggung jawab dalam melakukan penyaluran air bersih. Harapan bahwa PDAM dapat memenuhi kebutuhan masyarakat ternyata belum sejalan dengan kinerja PDAM. Kondisi ini trecermin dari masih banyaknya pengaduan yang disampaikan pelanggan ke PDAM. Dalam rangka pemenuhan kepuasan pelanggan, perusahaan wajib memperhatikan semua hal yang perlu diperhatikan dan dilakukan. Penelitin ni bertujuan menganalisis pengaruh Service Recovery, Responsivitas Layanan, Relationship Marketing Terhadap Kepuasan Pelanggan di PDAM Way Rilau Bandar Lampung. Penelitian ini menggunakan pendekatan kuantitatif. Penelitian ini dilakukan pada pelanggan PDAM Way Rilau Bandar Lampung yang ada di Kecamatan Kemiling Bandar Lampung. Sampelnya adalah sebanyak 100 responden. Pengambilan sampel dengan cara probability sampling dengan rumus Slovin. Pengelolaan data dilakukan dengan menggunakan software SmartPLS 4. Hasil penelitian menunjukan bahwa Service Recovery berpengaruh positif terhadap Kepuasan Pelanggan, Responsivitas Layanan berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan, Relationship Marketing berpengaruh positif dan signifikan terhadap Kepuasan Pelanggan, dan Service Recovery, Responsivitas Layanan, Relationship Marketing bersama sama secara simultan berpengaruh terhadap kepuasan pelanggan. ABSTRACT In the distribution of clean water, the Regional Drinking Water Company (PDAM) is responsible for providing clean water. The expectation that PDAM will meet community needs has not been met. This condition is reflected in the continued high number of complaints submitted by customers to PDAM. To ensure customer satisfaction, companies are required to address all aspects that need to be addressed and implemented. This study aims to analyze the influence of Service Recovery, Service Responsiveness, and Relationship Marketing on Customer Satisfaction at PDAM Way Rilau, Bandar Lampung. This study used a quantitative approach. The study was conducted among PDAM Way Rilau customers in the Kemiling District of Bandar Lampung. The sample size was 100 respondents. Sampling was conducted using probability sampling using the Slovin formula. Data management was performed using SmartPLS 4 software. The results of the study indicate that Service Recovery has a positive effect on customer satisfaction, service responsiveness has a positive and significant effect on customer satisfaction, Relationship Marketing has a positive and significant effect on customer satisfaction, and Service Recovery, service responsiveness, and Relationship Marketing simultaneously influence customer satisfaction.

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