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All Journal JURNAL PENDIDIKAN TAMBUSAI Emerging Markets : Business and Management Studies Journal Otonomi Jurnal Ilmu Pengetahuan dan Teknologi (IPTEK) Jurnal Manajemen dan Bisnis
Tampubolon, Edward Sahat
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Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Social Sciences

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Journal : Jurnal Ilmu Pengetahuan dan Teknologi (IPTEK)

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Impact of Service Quality on Customer Satisfaction and Loyalty in Indonesia’s Water Providers: Literature Review Fadillah, Azka Azizi; Vindiana, Afina Putri; Octasylva, Annuridya Rosyidta Pratiwi; Tampubolon, Edward Sahat
Jurnal Ilmu Pengetahuan dan Teknologi Vol. 9 No. 1 (2025): Jurnal Ilmu Pengetahuan dan Teknologi (IPTEK)
Publisher : Institut Teknologi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31543/jii.v9i1.388

Abstract

This literature review explores the influence of service quality on customer satisfaction and loyalty in clean water service providers, with a specific focus on the challenges faced by such providers in Indonesia. Service quality, which includes dimensions such as tangibles, reliability, responsiveness, assurance, and empathy, plays a crucial role in determining customer satisfaction and loyalty. The study analyzes previous research to highlight the impact of these dimensions on customer perceptions and loyalty. It also identifies challenges faced by clean water service providers, including issues such as uneven water distribution, pipe leaks, inaccuracies in water meter readings, and delays in responding to customer complaints. The review emphasizes the importance of improving service quality through employee training, enhancing transparency, and utilizing technology to better serve customers. The findings of this review provide recommendations for clean water service providers to improve service quality, ultimately increasing customer satisfaction and loyalty.
Co-Authors Asmarini, Desvia Cahyadi, Ifan Fadillah, Azka Azizi Khalifah, Adnan Akbar Kusumawardani, Dewi Marpaung, Fredric MH Mulyanah, Tara Siti Mutiara Eka Puspita Octasylva, Annuridya Rosyidta Pratiwi Rosidta P.O, Annuridya Rosyidta PO, Annuridya Theresia, Linda Vidianan, Afina Putri Vindiana, Afina Putri