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All Journal Jurnal Ilmu Pengetahuan dan Teknologi (IPTEK) Jurnal Manajemen dan Bisnis
Fadillah, Azka Azizi
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Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Economics, Econometrics & Finance Engineering Industrial & Manufacturing Engineering

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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 (IPTEK) 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.
Analyzing Service Quality Using Importance Performance Analysis Vindiana, Afina Putri; Fadillah, Azka Azizi; Rosyidta PO, Annuridya; Tampubolon, Edward Sahat
JURNAL MANAJEMEN DAN BISNIS Vol 3 No 3 (2025): Edisi Januari 2025 - April 2025
Publisher : Fakultas Ekonomi Universitas Tjut Nyak Dhien Medan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36490/jmdb.v3i3.1686

Abstract

This study aims to analyze customer responses to the service quality of PERUMDAM Tirta Kerta Raharja in Tangerang, Indonesia, particularly regarding issues of water availability, water quality, and pipeline leakage. The method used is Importance-Performance Analysis (IPA) based on five service quality attributes: tangibility, reliability, responsiveness, assurance, and empathy. Data were collected through questionnaires filled out by customers of PERUMDAM Tirta Kerta Raharja's clean water services. The questionnaire results were analyzed to determine the position of each attribute within the IPA matrix, which is divided into four quadrants: (A) critical areas for improvement, (B) key strengths to maintain, (C) less important attributes, and (D) attributes with high performance but low importance. The findings show that the indicator of adequate equipment for employees, which is part of the tangibility attribute, falls into quadrant A, indicating it is a top priority for improvement. The conclusion of this study is that enhancing the adequacy of employee equipment at PERUMDAM Tirta Kerta Raharja will support better water availability and quality, reduce the risk of pipeline leakage, and ultimately improve customer satisfaction.
Co-Authors Octasylva, Annuridya Rosyidta Pratiwi Rosyidta PO, Annuridya Tampubolon, Edward Sahat Vindiana, Afina Putri