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Pengaruh Pengaruh Kepuasan Pelanggan dan Customer Complaint Terhadap Pendapatan Limbah dan Irigasi PT. Pengembangan Pariwisata Indonesia (Persero)

E-Jurnal Ekonomi Pembangunan

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Title Pengaruh Pengaruh Kepuasan Pelanggan dan Customer Complaint Terhadap Pendapatan Limbah dan Irigasi PT. Pengembangan Pariwisata Indonesia (Persero)
Pengaruh Pengaruh Kepuasan Pelanggan dan Customer Complaint Terhadap Pendapatan Limbah dan Irigasi PT. Pengembangan Pariwisata Indonesia (Persero)
 
Creator Budiarta, Kadek
Budiasa, Gede Sujana
 
Description This study aims to analyze the effect of customer satisfaction and customer complaints on waste and irrigation income PT. Development of Tourism Indonesia (Persero) as well as to analyze the effect of customer satisfaction on waste and irrigation revenue through customer complain at PT. Tourism Development of Indonesia (Persero). Data used primary data. The selected sample is 40 customers who use waste treatment and irrigation service of PT. Tourism Development Indonesia. The analysis technique used is Structural Equation Model (SEM) analysis. The result shows that customer satisfaction is not significant to waste and irrigation income. The variable of customer satisfaction turned out to have a positive and significant impact on customer complaint. Customer complaint variable has positive and significant impact on waste and irrigation income. customer complaint is a latent variable that proves to function as a mediator for customer satisfaction constructs.
This study aims to analyze the effect of customer satisfaction and customer complaints on waste and irrigation income PT. Development of Tourism Indonesia (Persero) as well as to analyze the effect of customer satisfaction on waste and irrigation revenue through customer complain at PT. Tourism Development of Indonesia (Persero). Data used primary data. The selected sample is 40 customers who use waste treatment and irrigation service of PT. Tourism Development Indonesia. The analysis technique used is Structural Equation Model (SEM) analysis. The result shows that customer satisfaction is not significant to waste and irrigation income. The variable of customer satisfact
Penelitian ini bertujuan untuk menganalisis pengaruh kepuasan pelanggan dan customer complaint terhadap pendapatan limbah dan irigasi  PT. Pengembangan Pariwisata Indonesia (Persero) serta untuk menganalisis pengaruh kepuasan pelanggan terhadap pendapatan limbah dan irigasi melalui customer complain pada PT. Pengembangan Pariwisata Indonesia (Persero). Data yang dipergunakan dalam penelitian ini adalah data primer. Sampel yang dipilih adalah 40 orang pelanggan yang menggunakan jasa pengolahan limbah dan irigasi PT. Pengembangan Pariwisata Indonesia. Teknik analisis yang digunakan dalam penelitian ini adalah analisis Structural Equation Model (SEM). Hasil analisis menunjuukkan bahwa kepuasan pelanggan ternyata tidak signifikan terhadap pendapatan limbah dan irigasi. Variabel kepuasan pelanggan ternyata berpengaruh positif dan signifikan terhadap customer complaint. Variabel customer complaint ternyata berpengaruh positif dan signifikan terhadap pendapatan limbah dan irigasi. customer complaint adalah variabel laten yang terbukti berfungsi menjadi pemediasi untuk konstruk kepuasan pelanggan.
ion turned out to have a positive and significant impact on customer complaint. Customer complaint variable has positive and significant impact on waste and irrigation income. customer complaint is a latent variable that proves to function as a mediator for customer satisfaction constructs.
 
Publisher E-Jurnal Ekonomi Pembangunan Universitas Udayana
E-Jurnal Ekonomi Pembangunan Universitas Udayana
 
Date 2017-10-24
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://ojs.unud.ac.id/index.php/eep/article/view/33654
 
Source E-Jurnal Ekonomi Pembangunan Universitas Udayana; vol.6.No. 10. Oktober 2017(pp.1868-2102); 2043-2073
E-Jurnal Ekonomi Pembangunan Universitas Udayana; vol.6.No. 10. Oktober 2017(pp.1868-2102); 2043-2073
2303-0178
 
Language eng
 
Relation https://ojs.unud.ac.id/index.php/eep/article/view/33654/21192
 
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