TA DIGITAL
Persepsi pelanggan terhadap kualitas pelayanan pada PDAM Tirta Moedal Kota Semarang
The primary purposes of this final project are to find out customers’ perception about the service quality at PDAM Tirta Moedal Branch of West Semarang and find out of constraints at PDAM Tirta Moedal Branch of West Semarang in delivering the service.
This final project is quantitative descriptive study. The data were collected by questionnaire, interview, observation, and literature review. It used simple random sampling. The statistical analysis used is frequency distribution method, validity and reliability tests.
The test reliability and test validity showed that the questionnaire’s item were valid and reliable. Based on the research, was found that the score average for dimension reliability was 3,65, dimension responsiveness was 3,52, dimension empathy was 3,47, and dimension tangible was 4,11 whereas the constraints in giving the service at PDAM Tirta Moedal Branch of West Semarang in delivering the service are communicating with customer, employees and business partners.
It is concluded that the service of the quality at the PDAM was good. It showed that the customers agreed with the statement about service quality.
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