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Wildan Zakariya Novanto
Universitas Boyolali
Decision Sciences, Operations Research & Management

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Analisis Pengaruh Peningkatan Responsivitas, Efektivitas, dan Efisiensi Kinerja Karyawan terhadap Penanganan Keluhan Pelanggan Perumda Air Minum Tirta Ampera Kec. Musuk Kab. Boyolali Wildan Zakariya Novanto; Hari Purwanto; Unna Ria Safitri
JURNAL RISET MANAJEMEN (JURMA) Vol 4 No 3 (2026): September: JURNAL RISET MANAJEMEN (JURMA)
Publisher : Institut Teknologi dan Bisnis (ITB) Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54066/jurma.v4i3.4708

Abstract

One of the most important metrics for assessing a regional water supply company's service quality is how well it handles customer complaints. The effectiveness of complaint handling is influenced by several aspects of employee performance, including responsiveness, effectiveness, and efficiency. The purpose of this study is to examine how employee effectiveness, efficiency, and responsiveness affect customer complaint handling at PERUMDA Air Minum Tirta Ampera, Musuk District, Boyolali Regency. This research employed a quantitative approach using a survey method. Data were collected through questionnaires distributed to customers who met the research criteria. Multiple linear regression analysis, validity testing, reliability testing, classical assumption testing, partial (t) test, simultaneous (F) test, and the coefficient of determination (R2) were all performed on the data with the aid of SPSS. The results of the analysis provide an overview of the relationship between employee responsiveness, effectiveness, and efficiency and customer complaint handling, as well as the contribution of each independent variable in explaining the quality of customer complaint handling. The findings are expected to provide valuable input for PERUMDA Air Minum Tirta Ampera, Musuk District, Boyolali Regency, in improving service quality through strengthening employee responsiveness, effectiveness, and efficiency
Co-Authors Hari Purwanto Safitri, Unna Ria