PENGARUH KUALITAS JASA PELAYANAN HUMAS PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA BANDUNG TERHADAP TINGKAT KEPUASAAN PELANGGAN DI WILAYAH GEDE BAGE BANDUNG

This Research was written by Achmad Lucky Rianto, with first supervisor by Rismawaty, S.Sos, M.S.i and secondary supervisor by Gumgum Gumilar S.Sos.M.S.i.

The title of the research is “The Influence of Public Relations service quality PDAM Kota Bandung to Customer Satisfaction at Gede Bage Bandung area.”

The aim of the research is to know how far the influence of public relations service quality PDAM Kota Bandung to Customer satisfaction at Gede Bage Bandung area. Where as to acquire researcher data, the researcher using questioner, interview and library study.

The method, which is used in this survey method with technic analyze descriptif. For the strong this researcher, is how far the influence between secondary variable (variable servive quality and variable customer satisfaction) there for written testing statistic is using rank spearman correlation to perceive big and little influence or correlation

The research result shown that influence of reliability public relations PDAM Kota Bandung to customer satisfaction equal to 81%, influence of responsivennes public relations PDAM Kota Bandung to customer satisfaction equal to 100%, influence of confidence public relations PDAM Kota Bandung to customer satisfaction equal to 100%, influence of emphaty public relations PDAM Kota Bandung to customer satisfaction equal to 81%, and influence of tangible (personnel, facility and media communication) public relations PDAM Kota Bandung to customer satisfaction equal to 100%, influence of public relations qualilty service PDAM Kota Bandung to service value for customer equal to 81%, influence of public relations service quality PDAM Kota Bandung to customer want and need equal to 95% influence of public relations service quality PDAM Kota Bandung to customer expectation equal to 65% ,and the influence of public relations service quality PDAM Kota Bandung to Customer satisfaction at Gede Bage Bandung area equal to 95% It’s mean correlational between variable x and y is very strong. So that data processing and hypothesis examination show that H0 is refused and H1 is accepted.

The Research result showed that can take a conclusion there is a strong with influence of public relations quality service PDAM Kota Bandung to Customer satisfaction at Gede Bage Bandung area.suggested PDAM Kota Bandung should be better and fast in handling customer complain. Also, increasing the quality of resources, so that the customer can have all the satisfaction, in return PDAM Kota Bandung is reliable for the customer.