Darmadiansa - -


Local water company at Kubu Raya regency is a company that engaged in water supply service for the people in Kubu Raya. The service to their customers of Kubu Raya Regency is faced with a number of issues related to customer satisfaction from the performance.

The goal of this research is to analyze influence the quality of service which include tangible, reliability, responsiveness, assurance, and emphaty against the satisfaction of the costumer using multiple linear regression, compering the condition of the service from the local water company at Kubu Raya Regency with the result of research and recommend the solution to the problem that face by the local water company at Kubu Raya Regency. The sample that use in this research add up to 100 people. The data collection done with distribute the questionnaire to the respondent. Analysis that've been use is multiple linear regression. where Y refers to customer satisfaction variable, X1 tangible variable, X2 reliability variable, X3 responsiveness variable, X4 assurance variable, and X5 empathy variable.

Results of data analysis using multiple linear regression analysis showed that the quality of service in terms of tangible, reliability, responsiveness, and emphaty give a positive and significant impact on customer satisfaction. It can be concluded that in order to improve customer satisfaction, then the Local Water Company at Kubu Raya regency must improve and maintain the quality of service in terms of tangible, reliability, responsiveness, and emphaty.

Keywords– customer satisfaction, quality of service, multiple linear regression

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