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Pengaruh Kualitas Pelayanan Dan Manajemen Hubungan Pelanggan Terhadap Kepuasan Pelanggan Pada Perumda Tirta Patriot Kota Bekasi
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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, t-test, 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
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Detail Information
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| Publisher | JUMABI : Jakarta., 2025 |
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Indonesia
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NONE
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