IMPLEMENTASI MANAJEMEN KUALITAS DAN FAKTOR FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PDAM LOMBOK TENGAH ( Studi di Wilayah Pelayanan Praya ) The Implementation Of Qulity Management and Factors That Influence The Costumer s Satisication Of PDAM Lombok Tengah ( study in the service area of praya )

HAYATI, NISPA (2018) IMPLEMENTASI MANAJEMEN KUALITAS DAN FAKTOR FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PDAM LOMBOK TENGAH ( Studi di Wilayah Pelayanan Praya ) The Implementation Of Qulity Management and Factors That Influence The Costumer s Satisication Of PDAM Lombok Tengah ( study in the service area of praya ). S1 thesis, Universitas Mataram.

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Abstract

Drinking water is one of human’s primary needs that must be fulfilled in term of quantity and quality. PDAM Lombok Tengah was a local company that provided the drinking water service for 12 district in central Lombok. Praya City is the biggest service area that coverage 71,83% of costumer of PDAM Lombok Tengah. Therefore this area should be given the most concern in term of services quality. The Complaints that has been send by costumer toward PDAM Lombok Tengah was indicating the unsatisfication in services. PDAM Lombok Tengah should be more concerned and catious toward the condition and phenomenas in society that implicating the costumer’s satisfactionary factors. This factors should be responded with implementation of good quality management. According to the research that has been done. The higehest average score of quality management implementation rate is 75,88%, this score was implied by using and communicating costumers information. The Satisfiction rate of domestic costumer of PDAM Lombok Tengah in Praya City is shown to be satisfied enough with average rate of 64,167%. These rate is influenced by water quality, water continuty, water pressure, water’s meter condition, maintenance, billing and payment system, water tarrif, and water quality.

Item Type: Thesis (S1)
Keywords (Kata Kunci): Quality Management, Costumer, Satisfiction rate, implementation
Subjects: T Technology > T Technology (General)
Divisions: Fakultas Teknik
Depositing User: Saprudin Saprudin
Date Deposited: 17 Apr 2018 06:04
Last Modified: 17 Apr 2018 06:04
URI: http://eprints.unram.ac.id/id/eprint/2619

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