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Andri Putra Kesmawan
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INDONESIA
Indonesian Journal of Aviation Science and Engineering
Published by Indonesian Journal Publisher
ISSN : -     EISSN : 30467012     DOI : https://doi.org/10.47134/pjase
Core Subject : Engineering,
Aerospace Engineering Industrial & Manufacturing Engineering
Indonesian Journal of Aviation Science and Engineering encompasses a broad range of aspects related to the design, production, operation, and maintenance of aircraft. Key topics in this field involve Aviation Technology, Structural Engineering, Navigation and Control Systems, Air Traffic Management, Human Factors in Aviation, Aviation Security, and Aircraft Maintenance and Maintenance. Journals in the field of aviation engineering often delve into specific issues within one of these areas, discussing the latest innovations and presenting research findings that can advance the aviation industry.
Arjuna Subject : Teknik (semua kategori) - Teknik Ruang Angkasa
Articles 31 Documents
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An Analysis of Customer Satisfaction Determinants at PDAM Tirtanadi, Medan Sunggal Branch Assya Maya Siregar; Abdul Azis Syarif; Uun Novalia Harahap
Indonesian Journal of Aviation Science and Engineering Vol. 2 No. 4 (2025): October
Publisher : Indonesian Journal Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47134/pjase.v2i4.4980

Abstract

This study aims to identify the supporting and inhibiting factors influencing the quality of drinking water services at PDAM Tirtanadi Sunggal Branch, using Zeithaml and Bitner’s framework with indicators of reliability, responsiveness, assurance, empathy, and tangibility as the measurement standards. A qualitative approach was applied, utilizing questionnaires, observations, and documentation to gather data. The findings reveal that the water service operations are adequate but not yet optimal. Several quality indicators expected to serve as benchmarks were not fully implemented, resulting in services that remain less productive. Supporting factors include the availability of adequate infrastructure and the commitment of employees to serve customers, while inhibiting factors involve limited resources, inconsistent service delivery, and insufficient responsiveness to customer complaints. Overall, the study concludes that while PDAM Tirtanadi Sunggal Branch demonstrates potential to improve its performance, systematic efforts are required to optimize all quality indicators to achieve a higher standard of service.

Page 4 of 4 | Total Record : 31

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