ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN AIR MINUM TAHUN 2013 (STUDI PADA PDAM SLEMAN)
This study intends to determine the level of customer satisfactions of PDAM Sleman that are influenced by the quality of services, to determine the level of interest and performance, and how service quality improvements are prioritized in PDAM Sleman 2013. As local companies, PDAM Sleman is given th...
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| Format: | Thesis |
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[Yogyakarta] : Universitas Gadjah Mada
2014
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| author | , Evie Fridina Susan , Dr. Yulia Arisnani Widyaningsih, M.B.A. |
| author_facet | , Evie Fridina Susan , Dr. Yulia Arisnani Widyaningsih, M.B.A. |
| author_sort | , Evie Fridina Susan |
| collection | UGM |
| description | This study intends to determine the level of customer satisfactions of PDAM
Sleman that are influenced by the quality of services, to determine the level of interest
and performance, and how service quality improvements are prioritized in PDAM Sleman
2013. As local companies, PDAM Sleman is given the mandate to provide and serve the
need for clean water that meets health requirements and required to provide appropriate
customer expectations of service qualities in order to achieve customer satisfactions.
Service quality model (SERVQUAL), developed by Parasuraman, Zeithaml, and
Berry (1991), consists of five dimensions namely reliability, responsiveness, assurance,
empathy, and tangible. SERVQUAL method is employed to measure the level of
customer satisfactions of PDAM Sleman. The analytical method used is Customer
Satisfaction Index (CSI) and the Importance Performance Analysis (IPA).
Based on a survey of 110 respondents, the results show that most of the customers
are satisfied with the quality of services provided by PDAM Sleman. It is perceived from
the Customer Satisfaction Index (CSI) that reaches 75.484 percent. However, based on
Importance Performance Analysis (IPA), there are service attributes that still require
improvements, such as the dimensions of responsiveness of the official alert and
quickness in handling complaints, the dimensions of assurance of technical officers who
are promptly handle technical disorders, and the dimension of empathy of the officers
who listen attentively to customer complaints. Customers expect the officers do not
distract their attentions with other activity while listening to the complaints, no delays in
following up complaints, and the technical disorders are repaired immediately. |
| first_indexed | 2024-03-13T23:26:53Z |
| format | Thesis |
| id | oai:generic.eprints.org:129812 |
| institution | Universiti Gadjah Mada |
| last_indexed | 2024-03-13T23:26:53Z |
| publishDate | 2014 |
| publisher | [Yogyakarta] : Universitas Gadjah Mada |
| record_format | dspace |
| spelling | oai:generic.eprints.org:1298122016-03-04T07:55:51Z https://repository.ugm.ac.id/129812/ ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN AIR MINUM TAHUN 2013 (STUDI PADA PDAM SLEMAN) , Evie Fridina Susan , Dr. Yulia Arisnani Widyaningsih, M.B.A. ETD This study intends to determine the level of customer satisfactions of PDAM Sleman that are influenced by the quality of services, to determine the level of interest and performance, and how service quality improvements are prioritized in PDAM Sleman 2013. As local companies, PDAM Sleman is given the mandate to provide and serve the need for clean water that meets health requirements and required to provide appropriate customer expectations of service qualities in order to achieve customer satisfactions. Service quality model (SERVQUAL), developed by Parasuraman, Zeithaml, and Berry (1991), consists of five dimensions namely reliability, responsiveness, assurance, empathy, and tangible. SERVQUAL method is employed to measure the level of customer satisfactions of PDAM Sleman. The analytical method used is Customer Satisfaction Index (CSI) and the Importance Performance Analysis (IPA). Based on a survey of 110 respondents, the results show that most of the customers are satisfied with the quality of services provided by PDAM Sleman. It is perceived from the Customer Satisfaction Index (CSI) that reaches 75.484 percent. However, based on Importance Performance Analysis (IPA), there are service attributes that still require improvements, such as the dimensions of responsiveness of the official alert and quickness in handling complaints, the dimensions of assurance of technical officers who are promptly handle technical disorders, and the dimension of empathy of the officers who listen attentively to customer complaints. Customers expect the officers do not distract their attentions with other activity while listening to the complaints, no delays in following up complaints, and the technical disorders are repaired immediately. [Yogyakarta] : Universitas Gadjah Mada 2014 Thesis NonPeerReviewed , Evie Fridina Susan and , Dr. Yulia Arisnani Widyaningsih, M.B.A. (2014) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN AIR MINUM TAHUN 2013 (STUDI PADA PDAM SLEMAN). UNSPECIFIED thesis, UNSPECIFIED. http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=70212 |
| spellingShingle | ETD , Evie Fridina Susan , Dr. Yulia Arisnani Widyaningsih, M.B.A. ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN AIR MINUM TAHUN 2013 (STUDI PADA PDAM SLEMAN) |
| title | ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN AIR MINUM TAHUN 2013
(STUDI PADA PDAM SLEMAN) |
| title_full | ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN AIR MINUM TAHUN 2013
(STUDI PADA PDAM SLEMAN) |
| title_fullStr | ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN AIR MINUM TAHUN 2013
(STUDI PADA PDAM SLEMAN) |
| title_full_unstemmed | ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN AIR MINUM TAHUN 2013
(STUDI PADA PDAM SLEMAN) |
| title_short | ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN AIR MINUM TAHUN 2013
(STUDI PADA PDAM SLEMAN) |
| title_sort | analisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan air minum tahun 2013 studi pada pdam sleman |
| topic | ETD |
| work_keys_str_mv | AT eviefridinasusan analisispengaruhkualitaspelayananterhadapkepuasanpelangganairminumtahun2013studipadapdamsleman AT dryuliaarisnaniwidyaningsihmba analisispengaruhkualitaspelayananterhadapkepuasanpelangganairminumtahun2013studipadapdamsleman |