TA DIGITAL
Analisis kualitas pelayanan pelanggan pada PDAM Tirta Amerta Kabupaten Blora
This study on the Analysis of service quality at PDAM Tirta Amerta Blora is intended to identify the influence of service quality of PDAM Tirta Amerta Blora. PDAM is always in its efforts to give best service to its customer by producing clean water. However, there are some complaints from its customers that should be attended. To increase its service quality the analysis must be carried out.
The data are collected by distributing questionnaire to the respondents. The respondents are 100 customers taken by accidental sampling. The research employs “compared average value” in counting the service quality.
The result of the research shows that the mean of the customer service to the service quality is 71.62%. It refers to the good service quality or the good customer satisfaction. The research indicates that one service categories is not good and thirteen service categories are good. The percentage of the service schedule assurance is 60.75% which is considered not good. The percentage range of the thirteen service categories is 67.75% to 81.21%. They are the price fittingness, the employee discipline, the employee ability, the price assurance, the service velocity, the service procedure, the responsibility of the employees, the environment security, the clarity of the employee, the service requirement, the service safety, the friendliness of the employees, the good manners and the justice of achieving the service. Because service quality influences customer satisfaction so it is suggested PDAM to increase its service categories which is considered not good that is service schedule assurance.
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