STUDI LITERATUR PENGARUH INDIKATOR KUALITAS DAN KUANTITAS TERHADAP TINGKAT KEPUASAN KONSUMEN PDAM

Putri Widyahandini (2020) STUDI LITERATUR PENGARUH INDIKATOR KUALITAS DAN KUANTITAS TERHADAP TINGKAT KEPUASAN KONSUMEN PDAM. ["eprint_fieldopt_thesis_type_skripsi" not defined] thesis, Poltekkes Kemenkes Yogyakarta.

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Abstract

Background : clean water is used by humans to meet their daily needs in order to continue life. The shortage of clean water is getting higher every day, this is due to the low quality of raw water and pollution to the environment which can affect the health of the community. PDAM as a form of government effort in fulfilling the needs of clean water for the community in providing services is required to provide satisfaction to consumers so that the level of customer satisfaction of PDAM is used as a consideration that the PDAM has succeeded in providing services to consumers in accordance with Kepmenpan No. 63 / KEP / M.PAN / 7/2003. Objective: know the level of customer satisfaction on service quality (tangible, reliability, assurance, responsiveness and empathy) and the effect of quality and quantity indicators on the level of customer satisfaction Method: the databases used are Google and Google Scholar, with the keywords "quality indicator", "quantity indicator", "satisfaction level" and "Regional Drinking Water Company". The inclusion criteria used a sample of more than 30 respondents who used PDAM services, the period of publication in 2010-2020, publication through journals or proceedings, research on service quality (service quality) on the level of satisfaction. Results: based on the review literature conducted, the dimension of service quality has an influence on the level of customer satisfaction, such as indicators of water quality and quantity in the dimension of reliability which has a significant influence and relationship on the level of customer satisfaction of PDAM. Conclusion: each location has a different dimensional influence on the level of satisfaction. This is due to environmental factors that influence the mindset and individual needs. Keywords: quality indicators, quantity indicators, satisfaction levels, and local drinking water companies. Latar belakang : air bersih digunakan oleh manusia untuk memenuhi kebutuhan sehari-hari guna melanjutkan kehidupan. Kekurangan air bersih semakin hari semakin tinggi, hal ini dikarenakan rendahnya kualitas air baku dan pencemaran terhadap lingkungan yang dapat mempengaruhi drajat kesehatan masyarakat. PDAM sebagai bentuk upaya pemerintah dalam memenuhi kebutuhan air bersih bagi masyarakat dalam memberikan pelayanannya dituntut untuk memberikan kepuasan terhadap konsumen sehingga tingkat kepuasan konsumen PDAM digunakan sebagai pertimbangan bahwa PDAM telah berhasil dalam memberikan pelayanan kepada konsumen sesuai dengan Kepmenpan No. 63/KEP/M.PAN/7/2003. Tujuan : mengetahui tingkat kepuasan konsumen pada kualitas pelayanan (tangible, reliability, assurance, responsiveness dan emphaty) serta pengaruh indikator kualitas dan kuantitas terhadap tingkat kepuasan konsumen Metode : database yang digunakan adalah Google dan google scholar, dengan kata kunci “indikator kualitas”, ”indikator kuantitas”, “tingkat kepuasan” dan “Perusahaan Daerah Air Minum”. Kriteria inklusi menggunakan sampel lebih dari 30 responden pengguna jasa PDAM, rentang waktu publikasi tahun 2010-2020, Publikasi melalui jurnal atau prosiding, Penelitian kualitas pelayanan (service quality) terhadap tingkat kepuasan. Hasil : berdasarkan literatur review yang dilakukan, dimensi kualitas pelayanan memiliki pengaruh terhadap tingkat kepuasan konsumen, Seperti indikator kualitas dan kuantitas air dalam dimensi reliability yang memiliki pengaruh dan hubungan yang signifikan terhadap tingkat kepuasan konsumen PDAM. Kesimpulan : setiap lokasi memilki pengaruh dimensi yang berbeda-beda terhadap tingkat kepuasan. Hal ini dikarenakan adanya faktor lingkungan yang berpengaruh terhadap pola pikir dan kebutuhan individu. Kata kunci : Indikator kualitas, Indikator kuantitas, Tingkat Kepuasan, dan Perusahaan Daerah Air Minum.

Item Type:	Thesis (["eprint_fieldopt_thesis_type_skripsi" not defined])
Subjects:	R Medicine > RT Nursing
Divisions:	Poltekkes Kemenkes Yogyakarta > Jurusan Kesehatan Lingkungan > Program Studi DIII Kesehatan Lingkungan
Depositing User:	Mahasiswa Polkesyo
Date Deposited:	25 May 2021 03:21
Last Modified:	09 Dec 2021 08:05
URI:	http://eprints.poltekkesjogja.ac.id/id/eprint/5242

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