Pengaruh Transformasi Digital Layanan dan Kualitas Pelayanan terhadap Kepuasan Pelanggan Perumda Tirta Kanjuruhan Kabupaten Malang
DOI:
https://doi.org/10.63822/rbcy8e66Keywords:
Digital Service Transformation; Service Quality; Customer Satisfaction; Perumda Tirta KanjuruhanAbstract
Digital service transformation and service quality improvements are the primary strategies of Perumda Tirta Kanjuruhan, Malang Regency, to enhance customer satisfaction. However, satisfaction growth has slowed down, creating a gap between efforts and results. This study aims to analyze the effect of digital service transformation and service quality on customer satisfaction, both partially and simultaneously. This research utilizes a quantitative method with an explanatory research approach involving 100 respondents. The sample was determined using a purposive sampling technique, targeting active customers for at least the last six months. Data were collected through a Likert scale questionnaire and analyzed using multiple linear regression, t-test, F-test, and coefficient of determination analysis. The results indicate that the coefficient of determination is 48.8%, while the remaining 51.2% is influenced by other variables outside this study. Empirically, the research proves that digital service transformation and service quality, both partially and simultaneously, have a positive and significant effect on customer satisfaction. Service quality is proven to have the most dominant influence compared to digital transformation. Therefore, Perumda Tirta Kanjuruhan is advised to continuously improve the standards of direct employee service quality and further optimize the functionality of digital service features to ensure sustainable customer satisfaction.
References
Adibah, R. P., Hadi, M., & Zaini, A. (2024). Pengaruh Lokasi dan Kualitas Pelayanan terhadap Kepuasan Pelanggan (Studi Kasus Pelanggan Optimal Fotocopy Malang). Jurnal Media Akademika (JMA), Vol.2, No., 1–14. https://doi.org/10.62281
Agustianti, R., Pandriadi, Nussifera, L., Wahyudi, Angelianawati, L., Meliana, I., Sidik, E. A., Nurlaila, Q., Simarmata, N., Himawan, I. S., Pawan, E., Ikhram, F., Andriani, A. D., Ratnadewi, & Hardika, I. R. (2022). Metode Penelitian Kuantitatif dan Kualitatif (N. P. Gatriyani & N. Mayasari (eds.); Cetakan Pe). CV Tohar Media. https://www.google.co.id/books/edition/Metode_Penelitian_Kuantitatif_Dan_Kualit/giKkEAAAQBAJ?hl=id&gbpv=0
APJII. (2023). Laporan Survei Penetrasi Internet Indonesia 2023. https://apjii.or.id/survei
Ardial, D. H. (2022). Paradigma dan Model Penelitian Komunikasi (R. Damayanti (ed.)). PT Bumi Aksara. https://www.google.co.id/books/edition/Paradigma_dan_Model_Penelitian_Komunikas/VuSCEAAAQBAJ?hl=id&gbpv=0
Ardyan, E., Boari, Y., Akhmad, A., Yuliyani, L., Hildawati, H., Suarni, A., Anurogo, D., Ifadah, E., & Judijanto, L. (2023). Metode Penelitian Kualitatif dan Kuantitatif: Pendekatan Metode Kualitatif dan Kuantitatif di Berbagai Bidang (Efitra (ed.); Cetakan Pe). PT Sonpedia Publishing Indonesia. https://www.google.co.id/books/edition/Metode_Penelitian_Kualitatif_dan_Kuantif/A8LmEAAAQBAJ?hl=id&gbpv=0
Arifki; Nurtjahjani, F. (2018). Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen di Alfabeth Store Pasuruan. Jurnal Aplikasi Bisnis, 4(1), 281–285. http://jab.polinema.ac.id/index.php/jab/article/view/219
Assauri, S. (2021). Manajemen Pemasaran Dasar, Konsep, dan Strategi (Cetakan ke). PT RajaGrafindo Persada.
Azam, A. M., Mauluddiyah, L. Z., Rukin, R., & Aisafitri, A. (2025). Buku Kualitas Pelayanan dalam Menjamin Kepuasan Pelanggan (E. Hartutik (ed.); Cetakan Pe). Widina Media Utama. https://www.google.co.id/books/edition/Buku_Kualitas_Pelayanan_Dalam_Menjamin_K/0fhpEQAAQBAJ?hl=id&gbpv=0
Badruddin, & Syamsiah. (2024). Transformasi Digital Dalam Pelayanan Publik. Zahir Publishing.
Danianto, M. E., Devi, N. U. K., & Nurany, F. (2024). Pengaruh Transformasi Digital dan Kualitas Pelayanan terhadap Kepuasan Masyarakat pada Dinas Ketahanan Pangan, Pertanian dan Perikanan Kota Probolinggo. Sosial Humaniora Komunikasi, 134–145.
Development, O. for E. C.-O. and. (2023). Digital Government Review: Harnessing Digital Technologies for Better Public Services. https://doi.org/10.1787/oecd-digital-government
Dr. H. Farid Wajdi, S.Pd.I., D. S., Juliastuti, Rumahlewang, E., Fatchiatuzahro, D., Halisa, N. N., Rusmalinda, S., Kristiana, R., Niam, F., Purwanti, D. E. W., Melinasari, S., & Kusumaningrum, R. (2024). Metode Penelitian Kuantitatif (E. Damayanti (ed.); Cetakan Pe). Widina Media Utama. https://www.google.co.id/books/edition/Metode_Penelitian_Kuantitatif/YOhOEQAAQBAJ?hl=id&gbpv=0
Forum, W. E. (2023). The Future of Jobs Report 2023. https://www.weforum.org
Gunawan, A. (2024). Kepemimpinan Melayani di Era Digital: Mendorong Komitmen dan Perilaku Positif Pendidik dalam Perguruan Tinggi (S. Pertiwi (ed.)). Selat Media. https://www.google.co.id/books/edition/Kepemimpinan_Melayani_di_Era_Digital_Men/insvEQAAQBAJ?hl=id&gbpv=0
Iskandar, A., M, A. R. J., Mansyur, Fitriani, R., Ida, N., & Sitompul, P. H. S. (2023). Dasar Metode Penlitian (A. Iskandar (ed.); Cetakan Pe). Cendekiawan Inovasi Digital Indonesia. https://www.google.co.id/books/edition/Dasar_Metode_Penelitian/dMnfEAAAQBAJ?hl=id&gbpv
Kotler, Philip; Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education.
Malang, B. P. S. K. (2023). Kabupaten Malang Dalam Angka 2023.
Maskan, M. (2019). Pendekatan Baru Manajemen Pemasaran. UPT Percetakan Polinema.
Minum, B. P. P. S. P. A. (2023). Buku Kinerja Badan Usaha Milik Daerah Air Minum 2023 (pp. 1–11). Kementerian Pekerjaan Umum dan Perumahan Rakyat. https://www.perpamsi.or.id/storage/assets/upload/3m4pBwREtq7nSEIsaguDMgwnROX5h7pwqOuw7HD2.pdf
Mujito, Irawati, D. O., & Asri, T. K. (2024). Manajemen Pelayanan Prima (A. Fitriyanti (ed.); Cetakan Pe). Edu Publisher. https://www.google.co.id/books/edition/Manajemen_Pelayanan_Prima/DcsrEQAAQBAJ?hl=id&gbpv=0
Rachmad, Y. E., Rahman, A., Judijanto, L., Pudjiarti, E. S., Heston, P. C., Runtunuwu, Lestari, N. E., Wulandari, D., Suhirman, L., Rahmawati, F. A., Mukhlis, I. R., Fatmah, F., Saktisyahputra, S., Purba, A. E., Nopiah, R., Winarni, A. T., Fanani, A. F., & Mintarsih, M. (2024). Integrasi Metode Kuantitatif dan Kualitatif: Panduan Praktis Penelitian Campuran (E. dan E. Rainty (ed.); Cetakan Pe). PT Green Pustaka Indonesia. https://www.google.co.id/books/edition/Integrasi_Metode_Kuantitatif_dan_Kualita/hu4CEQAAQBAJ?hl=id&gbpv=0
Ramadhana, O. (2025). Pengaruh Transformasi Layanan Digital dan Kualitas Pelayana terhadap Kepuasan Pelanggan pada PT PLN (PERSERO) Unit Induk Distribusi Sumatera Selatan, Jambi dan Bengkulu. Universitas Sriwijaya.
Riyanto, S., & Hatmawan, A. A. (2020). Metode Riset Penelitian Kuantitatif Penelitian di Bidang Manajemen, Teknik, dan Eksperimen (G. D. Ayu (ed.); Cetakan Pe). Deepublish Publisher. https://www.scribd.com/document/660122293/E-book-Metode-Riset-Penelitian-Kuantitatif-Penelitian-Di-Bidang-Manajem
Saragih, L., Banjarnahor, A. R., Sudarso, N. A. A., Muliatie, Y. E., Purnomo, D. L. Y. J., Purba, B., Kuswandi, E. S. S., & Prasetio, A. (2022). Strategi Manajemen Pemasaran (J. Simarmata (ed.)). Yayasan Kita Menulis.
Saudin, L., & Kune, D. (2025). Buku Ajar Pengantar Manajemen (N. S. Wahyuni (ed.); Cetakan Pe). Widina Media Utama. https://www.google.co.id/books/edition/BUKU_AJAR_PENGANTAR_MANAJEMEN/9TZqEQAAQBAJ?hl=id&gbpv=0
Sena Wahyu Purwanza, et. al. (2022). Metodologi Penelitian Kuantitatif, Kualitatif, dan Kombinasi (A. Munandar (ed.)). CV Media Sains Indonesia. https://www.google.co.id/books/edition/Metodologi_Penelitian_Kuantitatif_Kualif/0CjKEAAAQBAJ?hl=id&gbpv=0
Sholikah, Mundzir, A., Y, N., Trisavinaningdiah, A., Djaya, T. R., Purwaningsih, N., Angmalisang, S. I., Riorini, S. V., Wiliana, E., Depari, G. S., Ekopriyono, A., Mahmud, Pujiastuti, N. S., & Rahajeng, E. (2021). Manajemen Pemasaran Saat Ini dan Masa Depan (E. Sudarmanto & E. Kurniawati (eds.); Cetakan 1). Insania. https://www.google.co.id/books/edition/Manajemen_Pemasaran_Saat_Ini_dan_Masa_De/PIdZEAAAQBAJ?hl=id&gbpv=0
Supratiknya, A. (2022). Metodologi Penelitian Kuantitatif & Kualitatif dalam Psikologi (A. Supratiknya (ed.)). Universitas Sanata Dharma. https://www.google.co.id/books/edition/Metodologi_Penelitian_Kuantitatif_Kualit/Hul4EAAAQBAJ?hl=id&gbpv=0
Tjiptono, F. (2017). Pemasaran Jasa. Bayumedia Publishing.
Tjiptono, F. (2019). Pemasaran Jasa (A. Diana (ed.); I). Andi.
Zaid, Z. (2021). Ekuitas Merek dan Advokasi Pelanggan Melalui Strategi Gamifikasi dan Kualitas Pelayanan (S. Anam (ed.); Cetakan I). Academia Publication. https://www.google.co.id/books/edition/Ekuitas_Merek_dan_Advokasi_Pelanggan_Mel/J9Q-EAAAQBAJ?hl=id&gbpv=0
54, P. P. N. (2017). Peraturan Pemerintah Nomor 54 Tahun 2017 tentang Badan Usaha Milik Daerah. Lembaran Negara Republik Indonesia Tahun 2017 Nomor 305.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Shella Rila Octavianti, Sanita Dhakirah, Yosi Afandi (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
