ANALISIS KUALITAS PELAYANAN GUNA MENINGKATKAN KEPUASAN PELANGGAN PERUMDA AIR MINUM TIRTA BUANA DI DESA SUMBERTLASEH IKK DANDER KABUPATEN BOJONEGORO
Abstract
Service quality is the core of assessment that reflects customer perceptions. There are several factors that cause people to be dissatisfied with the services at the Tirta Buana Drinking Water Company because there are problems that arise. The problems that occur at the Tirta Buana Drinking Water Company in Sumbertlaseh village are that water often gets stuck or doesn't flow, leaks in pipes and cloudy water. Unsatisfactory service, such as lack of responsiveness in dealing with customer complaints from officers, means that service quality needs to be improved. This research aims to find out how the quality of service is carried out to increase customer satisfaction at Perumda Air Minum Tirta Buana in Sumbertlaseh IKK Dander Village, Bojonegoro Regency. The variables in this research consist of service quality (X1) and customer satisfaction (Y). This research uses a qualitative description approach. The data source sample used is a data source sample selected purposively and is snowball sampling in nature. Data collection techniques use (1) Interviews, (2) Observations, (3) Documentation. From the results of this research, it was found that the service provided to customers was quite good, such as serving payments directly, responding to customers who made complaints, being good when serving and always checking the water meter once a month, however, some customers were not satisfied because the service was not fully in accordance with what customers expect. Some customers still complain about poor water service, such as dead water or not flowing smoothly at certain hours and the water is sometimes cloudy. From this research, it can be recommended that the quality of service at PERUMDA Tirta Buana IKK Dander drinking water be maintained and further improved to achieve maximum work results in accordance with the goals of the organization itself.
Keywords: Service Quality, Activity, Customer Satisfaction, PERUMDA
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