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.
| Title: |
Factors that influencing Customers satisfaction: A case study from Marketing Branch of PDAM Tirtanadi, Medan Amplas, North Sumatra, Indonesia |
|---|---|
| Author: |
Idham Khalid Siregar, Amrin Fauzi , Sutarman & Yossie Rossanty |
| 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: | https://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 https://ijsab.com/wp-content/uploads/307.pdf
About Authors
Idham Khalid Siregar, (Corresponding Author), Postgraduate Program, Magister Management, Universitas Sumatera Utara, Indonesia
Amrin Fauzi, Faculty of Economics and Business, Universitas Sumatera Utara, Indonesia
Sutarman, Faculty of Math and Science, Universitas Sumatera Utara, Indonesia
Yossie Rossanty, Visiting Lecturer, Postgraduate Program, Magister Management, Universitas Sumatera Utara, Indonesia
DOI: https://doi.org/10.5281/zenodo.2542696