Analisis Pengaruh Tingkat Kepuasan Masyarakat Terhadap Kualitas Drainase di Pasar Gambir Kota Tebing Tinggi

Abstract

This study aims to analyze the level of public satisfaction with the quality of drainage at Gambir Market, Tebing Tinggi City. Poor drainage often leads to waterlogging and flooding, disrupting economic activities and public comfort. This study uses the theories of customer satisfaction and public service quality as a basis for understanding the relationship between drainage quality and public perception. The research method used was quantitative with a descriptive approach, involving 100 respondents randomly selected from the public visiting Gambir Market. Data were collected through a questionnaire designed to measure three dimensions of satisfaction: meeting expectations, intention to revisit, and willingness to recommend. This questionnaire included questions related to perceptions of drainage conditions, services received, and willingness to recommend the market to others. The results of the analysis indicate that community satisfaction has a positive and significant effect on the quality of drainage services. The findings demonstrate that higher levels of community satisfaction are associated with better perceived quality of drainage services. Community satisfaction is formed through direct experiences in receiving services, including aspects such as drainage functionality, responsiveness of management, sense of safety, and attention to public complaints. Conversely, low levels of satisfaction may reduce public perceptions of overall service quality.