Analisis Tingkat Kepuasan Pelanggan Atas Kualitas Pelayanan Pada Perusahaan Daerah Air Minum (PDAM) Di Kecamatan Bengkalis

Abstract

The research was conducted at the Regional Water Company (PDAM) Bengkalis located at Jalan HR. Soebrantas Bengkalis. When the study was conducted from March 2013 until May 2013. Research purposes to determine customer satisfaction with service quality taps Bengkalis. Data processing method using the analysis of Importance-Performance Analysis (IPA) or the Importance and Performance / Customer Satisfaction with a sample of 100 respondents. The results showed: (1) The level of importance of the dimensions of service quality that gets the highest order is the speed of officers to address grievances with an average score of 4.60. While the importance of service quality dimensions that received the lowest number is the parking facility with an average score of 4.10, (2) level of performance against service quality dimensions which got the highest order is the cleanliness and comfort of the office part of the service with an average score of 3.87 . While the level of performance of the lowest dimension of service quality is performance-employees with an average score of 2.65. (3) The variable that gives satisfaction to customers located in quadrant B, namely: ease of payment at the counter taps, speed in payment processing accounts, the hospitality and the courtesy officer at the payment counter and non-technical skills of employees