TA DIGITAL
Analisis Kualitas Pelayanan Pengaduan Terhadap Tingkat Kepuasan Pelanggan pada PDAM Tirta Moedal Kota Semarang Cabang Selatan
The purposes of research are to find out the level of customer satisfaction of the service provided by complaint section at PDAM Tirta Moedal Semarang City of South Branch and to find out the quality of complaint serve with the Cartesians Diagram. The methods in collecting data were interview, literature study and distributing questionnaire to 87 customers complaint section at PDAM Tirta Moedal Semarang City of South Branch, and the research method is descriptive quantitative. The data used were the primary data and secondary data. The customer satisfaction index to find out the level of customer satisfaction.
The variables of this research are dimension of service namely: Tangible, Reliability, Responsiveness, Assurance, and Empathy. The result of the analysis customer satisfaction index show that the variable tangibles was 96,68%, the variable reliability was 86,27%, the variable responsiveness was 75,59%, the variable assurance was 52,84%, and the variable was empathy was 79,82%.
The analysis shows that the value of customer satisfaction index for dimension Assurance is customer felt dissatisfaction with the work performance
of Complaint Section at PDAM Tirta Moedal Semarang City of South Branch.
The position variables on The Diagram of Cartesians show that 40 % of all the variables located on B quadrant. That means the variables that affect customer satisfaction needs to be maintained.
It is recommended that the head of branch to monitoring on complaint section to improve the performance of employees in delivering services to customers. The employees also should create the good cooperation with the parties that related with the overall handling of complaints.
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