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SERVICE QUALITY MEASUREMENT COMPANY REGIONAL DRINKING WATER (PDAM) KOTA BEKASI BASED ON CUSTOMER SATISFACTION.

Authors
Publisher
Faculty of Industrial Technology
Publication Date
Disciplines
  • Communication

Abstract

Customer satisfaction will always be a product will continue to increase overtime. Likewise, with the customer service or services always want optimalservice from the service providers. Optimal service perceived by the customerservice will create a perception of satisfaction as a result of the fulfillment ofcustomer expectations. Therefore, the need for evaluation and analysis ofcustomer satisfaction will be the service or services rendered. The study wasconducted based on customer satisfaction of the Regional Water Company(PDAM) Bekasi. The research was initiated by distributing questionnaires to100 service users respondent Regional Water Company (PDAM) Bekasi,attributes questionnaire consists of 19 attributes of service notice of the RegionalWater Company (PDAM) Bekasi divided on perceptions and expectations ofcustomers.Results of analysis show the attributes that need to be improved is thenew joint installation procedure is easy and quick, quick response customerservice issues, water services performed during 24 hours each day, the officersquickly in serving the new connection request, the official water bill paymentcounter willing to respond to consumer questions the quality of water providedgood, and the officers providing services completely and thoroughly. While theattributes that need to be maintained consisting of the payment place is easy toaccess water, water meter that is used well and according to establishedstandards, be friendly and courteous staff in providing services, staff is able togive explanations and communicate well, provide a sense of fair officers toevery customer, and being attentive staff providing the service.

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