KUALITAS KINERJA PERUSAHAAN DAERAH (BUMD): ANALISIS BEHAVIORAL INTENTIONS PELANGGAN PADA PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA SURABAYA

Sukesi, Sukesi KUALITAS KINERJA PERUSAHAAN DAERAH (BUMD): ANALISIS BEHAVIORAL INTENTIONS PELANGGAN PADA PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA SURABAYA. Ekuitas Vol. 13 No. 2.

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Kualitas Kinerja Perusahaan Daerah (Bumd) Analisis Behavioral Intentions Pelanggan Pada Perusahaan Daerah Air Minum Kota Surabaya.pdf

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Abstract

Drinking water District Company (PDAM) as a public service company must create professional service. The availability of fresh and healthy water is an important need for the dweller of Surabaya city, because of the pure water pollution is remain in high degree, and the source of PDAM's water fountain is limited. PDAM as a service company that serve the society need is concerning with the basic need of human being that has not been the substitution yet.For that reason, PDAM is required to give professional service continuously. PDAM as the only one public company that has highest customer list in the matter of complaining which always written in mass. Media. So that, it is need evaluation and innovation forward the PDAM quality service. This research is done by survey in the form of questionnaire to the PDAM customer of Surabaya. Research sampling to the amount of 488 customers which consist of three groups of customer based on their experience of getting problem; they are the group of uncomplicated customer, complicated but can be solved customer, and complicated and can not be solved customer. Using the technigue of factor analysis, regression analysis, and chi-square simultaneously the quality of service get influenced toward the intention which is taken (behavioral intentions) for the complicated and can not be solved customer both simultaneously and partially the service quality has not influenced toward the behavioral intentions of the PDAM customer of Surabaya.

Item Type: Article
Subjects: H Social Sciences > HN Social history and conditions. Social problems. Social reform
L Education > L Education (General)
Divisions: Fakultas Ekonomi dan Bisnis
Depositing User: Aditya Masruri
Date Deposited: 06 Jul 2017 08:04
Last Modified: 06 Jul 2017 08:04
URI: http://repository.unitomo.ac.id/id/eprint/420

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