TA DIGITAL
Analisis tingkat kepuasan pelanggan atas pelayanan PDAM Tirta Moedal Kota Semarang cabang Utara
The purpose of this research was to find out the quality of service provided by PDAM Tirta Moedal North Semarang Branch of the customers and to find out the level of customer satisfaction on the services provided by PDAM Tirta Moedal Semarang North Branch.
The sampling technique used was simple random sampling. The research instruments used to collect the data were questionnaires, interview, observation, and literature review. The methods used to analyze the questionnaire items were validity test, reliability test, and to analyze the data it was used customer satisfaction index and diagram cartesius. The variables of this research were dimensions of service namely: reliability, responsiveness, assurance, emphaty, and tangibility
The test reliability and test validity showed that the questionnaire items were valid and reliable. The results of Customer Satisfaction Index for dimension reliability was 79,73%, dimension responsiveness was 81,46%, dimension assurance was 83,08%, dimension emphaty was 82,93%, and dimension tangibility was 80,67%, so it belongs to the satisfying category.
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