The Factors that Constitute Service Quality of PDAM Sukabumi Ikeu Kania, Ike Rahmawati, Ujuh juhana
Garut University, Universitas Muhammadiyah Sukabumi
Abstract
The citizen of Sukabumi city as drinking water customers complain that Sukabumi Municipal Drinking Water Company (PDAM) service is not yet optimal. This study aims to confirm the factors that constitute service quality of PDAM Sukabumi from perspective of customer (citizen)
By using a quantitative approach, the survey was conducted toward Sukabumi City PDAM customers. A total of 120 respondents were selected by simple random sampling method which then analysed using confirmatory factor analysis. Variable of service quality consist of tangible, reliability, responsiveness, assurance and empathy, was developed become 31 indicators.
The results showed that from 31 indicators tested, 4 factors formed as factor that form service quality of PDAM Sukabumi. These factors namely accuracy (eigen score 10.671), courtesy (eigenvalues 2.021), response speed (eigen score of 1.646) and technological proficiency (eigen score of 1.333).
Keywords: service quality, confirmatory factor analysis, PDAM Sukabumi
Keywords: service quality, confirmatory factor analysis, PDAM Sukabumi
