Ramadhani, Safina Nurul (2026) Pengaruh Kualitas Layanan Elektronik (E-Service Quality) terhadap Tingkat Kepuasan Pelanggan dalam Penanganan Pengaduan melalui Aplikasi Customer Information System (CIS) pada PDAM Surya Sembada Kota Surabaya. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The purpose of this study is to determine how customer satisfaction with complaint handling via the PDAM Surabaya CIS app is influenced by the quality of electronic services. The research methodology used was an associative study with a quantitative approach. Customers of PDAM Surya Sembada in Surabaya who had previously submitted complaints via the CIS application were given a questionnaire to complete in order to collect data. Using SPSS Statistics version 31, multiple linear regression analysis was performed on the collected data. The results of the study indicate that customer satisfaction is significantly influenced by every aspect of electronic service quality simultaneously. Customer satisfaction is strongly influenced by the variables of Efficiency, Fulfillment, Reliability, Compensation, and Contact, but is not influenced by Privacy or Responsiveness. These findings suggest that the quality of electronic services via the CIS application plays a crucial role in enhancing customer satisfaction, particularly in the complaint handling process.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | SAFINA NURUL RAMADHANI | ||||||||
| Date Deposited: | 26 May 2026 01:24 | ||||||||
| Last Modified: | 26 May 2026 01:54 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/52636 |
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