Factors that influencing Customers satisfaction: A case study from Marketing Branch of PDAM Tirtanadi, Medan Amplas, North Sumatra, Indonesia

Idham Khalid Siregar, Amrin Fauzi, Sutarman and Yossie Rossanty

International Journal of Science and Business, 2019, vol. 3, issue 1, 63-71

Abstract: The purpose of this research is to analyze dimensions affecting PDAM Tirtanadi customer satisfaction of Medan Amplas marketing branch. Factors affecting customer satisfaction are measured in five dimensions: Tangible, Reliability, Responsiveness, Assurance and Empathy. The research method is comparative causal by processing the primary data obtained from the research sample and using the multiple regression equation models. To determine the number of samples using Table Isaac and Michael. From Table Isaac and Michael were obtained with a population of 17,398 customers with a 5% error rate, then the sample size was 341 subscribers. From partial t-test, Tangible has a positive effect but has no significant effect on customer satisfaction. Reliability partially has a positive effect but has no significant effect on customer satisfaction. Responsiveness partially has a positive and significant influence on customer satisfaction. Assurance partially has a positive and significant influence on customer satisfaction. Empathy partially has a positive and significant influence on customer satisfaction. We suggested to PDAM Tirtanadi, especially marketing department of Medan Amplas to improve service especially dimension of responsiveness, assurance, and empathy. The enhancement efforts are a) Performing a water account payment system online to run well as expected. b) Conducting a new online water register payment system in order to run well as expected. c) Optimize Halo Tirtanadi d) Providing training to customer service in order to service the customers who complain. e) Giving rewards to customer. f) Regarding improving the quality of good water that consumers obtain. g) Regarding the increasing quantity of water. h) In terms of increasing the continuity of water in the community.

Keywords: Customer Satisfaction; Tangible; Reliability; Responsiveness; Assurance; Empathy and Services (search for similar items in EconPapers)
Date: 2019
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