Analysis Responsiveness Taps Viewed from Aspect of Service Customer Satisfaction: Studies in Regional Water Company Customers (PDAM) Malang

Abstract

This study aims to determine the responsiveness of services ting from the aspects of customer satisfaction with service quality Regional Water Company Malang. The method used in this research is descriptive quantitative customer population PDAM Malang. The samples in this study were 180 respondents drawn with probability sample. Data taken with questionnaires and interviews and using descriptive percentages. The results show the overall level of customer satisfaction will be less good quality of service including the amount of 62.25%, which means that customers are not satisfied with the service taps. Element in customer satisfaction which is the category that is not good there are 9 Serviceability, delivery systems, procedures, disciplinary care workers, service personnel responsibilities, personnel service capabilities, the reasonableness of the cost of services, cost certainty, and certainty of the service schedule. While there are eight elements of both categories, namely product quality, service requirements, service personnel clarity, speed of service, justice get service, courtesy and hospitality workers, environmental comfort, safety and the environment. Because customer satisfaction is a comparison between expectations and actual performance it is recommended to taps to improve service elements that have not met the expectations of the customer or the category of service is not good and perform periodic surveys to determine customer satisfaction with the quality of service provided and the results of the study need to be evaluated as well as followed up.

Keywords: Responsiveness Service, Customer Satisfaction, Quality of Service