ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN DISTRIBUSI AIR BERSIH DI PERUSAHAAN DAERAH AIR MINUM TIRTA MUSI KARANG ANYAR PALEMBANG

MARSHALITA, MIKYAL and Nurmah, Nurmah and Mardianto, Mardianto (2019) ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP PELAYANAN DISTRIBUSI AIR BERSIH DI PERUSAHAAN DAERAH AIR MINUM TIRTA MUSI KARANG ANYAR PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This research is aimed to know the customer satisfaction level at Regional Water Supply Tirta Musi Company, Karang Anyar Palembang, especially in the case of the Water Distribution Services. Techniques of data collection is done by using questionnaires that are distributed among 100 respondents who were customers of PDAM Karang Anyar Palembang in the case of the Water Distribution Services evaluating by the Importance Performance Analysis (IPA) and using Cartesian Diagrams and observing and collecting secondary data. The dimensions of service quality including Direct Evidence, Reliability, Comprehension, Assurance and Empathy. The findings of this study imply that the attributes is needed to be condiser by PDAM Tirta Musi Karang Anyar is fulfill quadran A for the consumers, including the appearance of the officer or apparatus in serving customers, the convenience of a place to perform services, having clear service standards, the officer or apparatus performs services quickly and precisely, officers guarantee the certainty of costs in service and put the interests of customers first. According to the results, the overall customer satisfaction of the water distribution services in PDAM Tirta Musi Karang Anyar is rather satisfied with x ̅ = 351 or equal to 3,5.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: tingkat kepuasan pelanggan, pelayanan, bidang distribusi air bersih.
Subjects: H Social Sciences > HV Social pathology. Social and public welfare > HV7935-8025 Administration and organization
Divisions: 07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User: Mikyal Marshalita
Date Deposited: 02 Mar 2020 05:04
Last Modified: 02 Mar 2020 05:04
URI: http://repository.unsri.ac.id/id/eprint/27757

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