Analisis Kepuasan Pelanggan Terhadap Pelayanan PDAM Cabang Sei Agul

Abstract

Regional Water Utilities Company / Perusahaan Daerah Air Minum (PDAM) is one of the government-owned companies engaged in providing clean water. PDAM Tirtanadi Sei Agul is one of the PDAM Tirtanadi branches in Medan city. PDAM Tirtanadi Sei Agul as a supplier of clean water, continues to make every effort to provide the best service to its customers. However, currently there are several phenomena that occur at PDAM Tirtanadi Sei Agul such as water that often flows small, repair services that are not fast and responsive, expensive water connection repair costs, water distribution has not reached all areas and this has caused customers to be dissatisfied with PDAM Tirtanadi Sei Agul services. Based on this, the authors are interested in conducting research that discusses how customer satisfaction with PDAM Tirtanadi Sei Agul services. The purpose of this research is to determine customer satisfaction of the Regional Water Utilities Company (PDAM) Tirtanadi Sei Agul and the extent of the concern of the Regional Drinking Water Company (PDAM) Tirtanadi Sei Agul to customers. The results of this study conclude that the customers of PDAM Sei Agul are less satisfied with the services provided, where every complaint filed by the customer, the PDAM Sei Agul Branch does not respond well and the PDAM Sei Agul has not provided the best service to customers, where when there are customer complaints PDAM Sei Agul, especially the subscription relations section of the information report does not respond quickly.