ANALISIS TINGKAT KEPUASAN PELANGGAN ATAS PELAYANAN JASA PDAM SURAKARTA

, SUYATI (2011) ANALISIS TINGKAT KEPUASAN PELANGGAN ATAS PELAYANAN JASA PDAM SURAKARTA. Other thesis, Universitas Sebelas Maret.

[img] PDF - Published Version
Download (0b)

    Abstract

    The objectives of this research are (1) To know whether there is a conformity between the PDAM service and service quality expected by the customers. (2) To know which attributes (of tangibility, reliability, responsiveness, assurance and empathy) should be the service priority towards the customers’ satisfaction of PDAM Surakarta. This research uses descriptive quantitative research method. The population is the customers of PDAM Surakarta particularly household customers as many as 48.029 customers. The sampling technique uses quota sampling as many as 100 customers by using slovin formula. The samples are taken using incidental sampling, and the technique used is importance performance analysis. The method of collecting data used is questionnaire technique. The questionnaires were given to 30 customers of PDAM Surakarta. Product moment correlation is used for the questionnaire points validity test resulting the entire 23 questions are valid. While for the reliability test, alpha formula is used resulting the entire 23 questions are reliable. Based on the research result it can be concluded that: 1) there is no conformity between the services of PDAM expected by the customers with the ones received by the customers with conformity rate at 83,15%. 2) Of all 5 (five) dimensions (tangibility, reliability, responsiveness, assurance and empathy), there are 6 attributes that need to be concerned by PDAM: hygienic PDAM water quality so it does not cause disease, PDAM water that is non-caporit fragranced and usable for cooking, the quick response of PDAM staffs in serving the bill payment, the guarantee of water supply for 24 hours for the customers, the problem-free water delivery and the ability of the technical staffs in performing the best service to the customers.

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HB Economic Theory
    Divisions: Fakultas Keguruan dan Ilmu Pendidikan
    Fakultas Keguruan dan Ilmu Pendidikan > Pendidikan Ekonomi
    Depositing User: AB Kusuma
    Date Deposited: 16 Jul 2013 04:28
    Last Modified: 16 Jul 2013 04:28
    URI: https://eprints.uns.ac.id/id/eprint/4860

    Actions (login required)

    View Item