SURVEI KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN PDAM INTAN BANJAR

Rifqi Amrulloh(1*)

(1) STIE Pancasetia Banjarmasin
(*) Corresponding Author

Sari


Rifqi Amrulloh, Management Major of Sekolah Tinggi Ilmu Ekonomi Pancasetia Banjarmasin, 2019, Public Satisfaction Survey On The Quality Of Service Of Pdam Intan Banjar, Supervisor 1 : Nurus Sjamsi, Supervisor 2 : Isra’ul Huda. The purpose of this study is to want to know the level of community satisfaction with the quality of service at the Regional Drinking Water Company (PDAM) Intan Banjar and based on these results, want to provide input that should be done by the management of PDAM Intan Banjar. The method used is quantitative descriptive analysis. This research was conducted using quantitative analysis. The results of the quantitative calculations obtained are presented in the form of a meaning-centered description. This study aims to explain the existing phenomena by using numbers to describe the characteristics of an individual or group. This research was conducted on 384 respondents of PDAM Intan Banjar customers and was conducted for 3 weeks. The results showed that the results of the community satisfaction survey at the Regional Drinking Water Company Intan Banjar were categorized as "GOOD" with a Community Satisfaction Index (IKM) score of 77.09, this means that the service that has been provided to the community is good, it is hoped that it will be further improved so that in the future it can be better from now on.


Kata Kunci


Customer Satisfaction; Public Satisfaction Survey; PDAM Intan Banjar

Teks Lengkap:

PDF

Referensi


A.A. Anwar Prabu Mangkunegara, 2011, Manajemen Sumber Daya Manusia Perusahaan, Rosda, Bandung

Achmad, Buchory dan Djaslim Saladin, 2010, Manajemen Pemasaran (Edisi Pertama), CV Linda Karya, Bandung.

Achmad, Buchory dan Djaslim Saladin, 2013, Manajemen Pemasaran, CV Linda Karya, Bandung.

AR, Syamsudin dan Damaianti, 2011, Metode Penelitian Pendidikan Bahasa, Remaja Rosdakarya, Bandung.

Assauri, Sofjan, 2013, Manajemen Pemasaran, Rajawali Pers, Jakarta.

Azwar, Saifudin, 2003, Reliabilitas dan Validitas, Pustaka Pelajar, Yogyakarta.

Dutka, Alan, 2008, AMA Hand Book for Customer Satisfaction, NTC Business Book, Lincolnwood, Illinois.

Hasibuan, Malayu, 2013, Manajemen Sumber Daya Manusia, PT.Bumi Aksara, Jakarta.

Kotler, Philip, 2000, Manajemen Pemasaran, Edisi Mileinium, PT Indeks Kelompok Gramedia, Jakarta.

Kotler, Philip and Kevin Lane Keller, 2009, Manajemen Pemasaran, Edisi 12 jilid I, Indek, Jakarta.

Kotler, Philip and Kevein Lane Keller, 2009, Manajemen Pemasaran, Edisi 13 jilid I, Erlangga, Jakarta.

Kotler, Philip and Armstrong, Gary, 2011, Dasar-dasar Pemasaran, Terjemahan Alexander Sindoro, Penerbit Prenhallindo, Jakarta.

Manullang, 2012, Dasar-Dasar Manajemen, Gadjah Mada University Press, Yogyakarta.

Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Indonesia Nomor 14 Tahun 2017 tentang Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik.

Tjiptono, Fandy, 2008, Manajemen Jasa, Andi Offset, Yogyakarta.

Tjiptono, Fandy, 2015, Strategi Pemasaran, CV Andi Offset, Yogyakarta.




DOI: http://dx.doi.org/10.31602/al-kalam.v9i2.6526

Refbacks

  • Saat ini tidak ada refbacks.



Al Kalam : Jurnal Komunikasi, Bisnis, dan Manajemen by https://ojs.uniska-bjm.ac.id/index.php/alkalam/index adalah ciptaan disebarluaskan di bawah Lisensi Creative Commons Atribusi-BerbagiSerupa 4.0 Internasional.