Karlina Eris Primary Author Mercy Spesa Devina De Fretes Primary Author mixed material bibliography Jakarta JUMABI 2025 id Indonesia

Text

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 Customer Satisfaction Service Quality Customer Relationship Management NONE Perpustakaan Institut Ilmu Sosial dan Manajemen STIAMI Welcome to Library Institut STIAMI EJ00000 KAMPUS PUSAT Jurnal - Pengaruh Kualitas Pelayanan Dan Manajemen Hubungan Pelanggan Terhadap Kepuasan Pelanggan Pada Perumda Tirta Patriot Kota Bekasi 12209 2026-02-28 13:50:57 2026-02-28 13:50:57 machine generated