Studi Identifikasi Faktor Kepuasan Pelanggan Pada PDAM Tirtanadi Cabang Tuasan

Abstract

This study aims to determine the factors that affect customer satisfaction in PDAM Tirtanadi Branch Tuasan Medan. The customer satisfaction is the extent to which the benefits of a product is perceived in accordance with what is expected by the customer, if the performance below customer expectations are not satisfied, but if the performance meet or exceed expectations, customers will feel satisfied. This research uses descriptive quantitative method, using measuring factor scale of customer satisfaction factor through factors influencing customer satisfaction such as service quality, location, emotional, price, promotion and location. The number of samples of this study as many as 98 customers, sampling techniques using Acidental. Data collection is done by using Likert scale method. Data collection tools use descriptive analysis techniques, standard deviation, mean and percentage. Based on validity test and reliability test of measuring instrument, it is known that customer satisfaction score factor has Corrected Item-Total Correlation score with moving score from rbt = 0.300 to rbt = 0.606, with reliability score of Cronbach Alpha 0.803. Based on the result of descriptive analysis, customer satisfaction factor got mean value of customer satisfaction factor factor that is service quality factor 33%, location factor 21%, emotional factor equal to 15%, price factor 14%, promotion factor 10% and factor product quality of 7%. This shows the most dominant factor affecting customer satisfaction is the factor of service quality that is equal to 33%