Research Paper
Year: 2023 | Month: January | Volume: 10 | Issue: 1 | Pages: 165-168
DOI: https://doi.org/10.52403/ijrr.20230117
Effect of Competence and Individual Behavior on Customer Satisfaction of Regional Drinking Water Companies in Padang City and Organizational Commitment as Intervening Variables
Syahril1, Yofina Mulyati2, Ezizwita3
1,2,3Universitas Dharma Andalas, Indonesia
Corresponding Author: Syahril
ABSTRACT
The purpose of this research is to analyze effect of competence and individual behavior on customer satisfaction of Regional Drinking Water Companies in Padang City and organizational commitment as intervening variables. The research is conducted using explanatory research. This research is conducted at the Regional Drinking Water Companies in Padang City, located on Jalan H. Agus Salim. The sampling technique used in this research is the total sampling technique in which the entire population will be sampled, namely 92 people. The data analysis technique used is path analysis. The results of the study show that competence has a significant effect on organizational commitment of Regional Drinking Water Companies in Padang City. Competence has a significant effect on customer satisfaction of Regional Drinking Water Companies in Padang City. Individual behavior has a significant effect on organizational commitment of Regional Drinking Water Companies in Padang City. Individual behavior has a significant effect on customer satisfaction of Regional Drinking Water Companies in Padang City. Organizational commitment has a significant effect on customer satisfaction of Regional Drinking Water Companies in Padang City.
Keywords: Competence, Individual Behavior, Organizational Commitment, Customer Satisfaction
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