Factors that influencing Customers satisfaction: A case study from Marketing Branch of PDAM Tirtanadi, Medan Amplas, North Sumatra, Indonesia Authors: Idham Khalid Siregar, Amrin Fauzi , Sutarman & Yossie Rossanty

Page: 37-51

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

Authors: 

Idham Khalid Siregar,  Amrin Fauzi , Sutarman & Yossie Rossanty

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.

Key words: Customer Satisfaction, Tangible, Reliability, Responsiveness, Assurance, Empathy

and Services.

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Title:

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

Author:

Hidayat ,  Yeni Absah, Rulianda Purnomo Wibowo & Siti Asiah

Journal Name: International Journal of Science and Business
Website: ijsab.com
ISSN: ISSN 2520-4750 (Online), ISSN 2521-3040 (Print)
DOI: https://doi.org/10.5281/zenodo.2542696
Media: Online
Volume: 3
Issue: 1
Acceptance Date: 13/01/2019
Date of Publication: 15/01/2019
PDF URL: http://ijsab.com/wp-content/uploads/307.pdf
Free download: Available
Page: 63-71
First Page: 63
Last Page: 71
Current Status: Published

Cite This Article:

Siregar, I. K., Fauzi, A., Sutarman, & Rossanty, Y. (2019) Factors that influencing Customers satisfaction: A case study from Marketing Branch of PSAM Tirtanadi, Medan Amplas, North Sumatra, Indonesia. International Journal of Science and Business, 3(1), 63-71. doi: https://doi.org/ 10.5281/zenodo.2542696

Retrieved from http://ijsab.com/wp-content/uploads/307.pdf

 

About Authors

Hidayat, (Corresponding Author), Postgraduate Program, Magister Management, Universitas Sumatera Utara, Indonesia

Yeni Absah, Faculty of Economics & Business , Universitas Sumatera Utara, Indonesia

Rulianda Purnomo Wibowo, Faculty of Agricultural Business, Universitas Sumatera Utara, Indonesia

Siti Asiah, Professional & Consultant

 

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DOI: https://doi.org/10.5281/zenodo.2542696

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