Analisis Tingkat Kepuasan Pelanggan Atas Kualitas Pelayanan Pada Perusahaan Daerah Air Minum (PDAM) Di Kecamatan Bengkalis
No Thumbnail Available
Date
2013-08-24
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
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
Description
Analisis Tingkat Kepuasan Pelanggan Atas Kualitas Pelayanan Pada Perusahaan Daerah Air Minum (PDAM) Di Kecamatan Bengkalis
Keywords
Customer Satisfaction, Quality of Service