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An Analysis of Customer’s Satisfaction Level to the Quality of Services Provided by Regional Water Supply Company (PDAM) of Kolaka Regency

Jurnal Darussalam: Jurnal Pendidikan, Komunikasi dan Pemikiran Hukum Islam

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Title An Analysis of Customer’s Satisfaction Level to the Quality of Services Provided by Regional Water Supply Company (PDAM) of Kolaka Regency
 
Creator Astaginy, Niar
 
Description The study is devoted to identifying the customer’s expectation for the service quality of the regional water supply company (PDAM) of Kolaka Regency, describing the customer’s perception of its service quality, and projecting the managerial implication to improve the quality of its services. The analysis methods used are conformity level analysis and important performance analysis. The analysis indicates that the highest expectation of the customer rests on the continuous supply of water without rotation system. The best performance of the company in the customer’s perception is in the explanation of the water system installation procedure which is simple and uncomplicated. Based on Important Performance Matrix, it is apparent that quadrant 1 (Primary priorities) has eight attributes, quandrant 2(maintained) has six attributies, quandrant 3(low priority) has four attributies and quandrant 4(excessive) has two attibuties
 
Publisher IAI Darussalam
 
Date 2017-10-09
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://ejournal.iaida.ac.id/index.php/darussalam/article/view/113
10.30739/darussalam.v9i1.113
 
Source Jurnal Darussalam: Jurnal Pendidikan, Komunikasi dan Pemikiran Hukum Islam; Vol 9 No 1 (2017): September 2017; 13-23
2549-4171
1978-4767
10.30739/darussalam.v9i1
 
Language eng
 
Relation http://ejournal.iaida.ac.id/index.php/darussalam/article/view/113/104
 
Rights Copyright (c) 2017 Jurnal Darussalam: Jurnal Pendidikan, Komunikasi dan Pemikiran Hukum Islam
http://creativecommons.org/licenses/by-sa/4.0