ANALISIS KUALITAS PELAYANAN PDAM TIRTA DHARMA DI KECAMATAN RATU AGUNG BENGKULU (APLIKASI QUALITY FUNCTION DEPLOYMENT)

Seprika, Elrin and Samsul, Bahri (2012) ANALISIS KUALITAS PELAYANAN PDAM TIRTA DHARMA DI KECAMATAN RATU AGUNG BENGKULU (APLIKASI QUALITY FUNCTION DEPLOYMENT). Undergraduated thesis, Fakultas Ekonomi UNIB.

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Abstract

This research aimed to give a concsideration for management of PDAM Tirta Dharma Bengkulu for improving competitiveness, also for attracting and retaining costumers. It can be done by using the quality function deployment (QFD) method. Stages of this research are the degree of interest, level of consumer satisfaction, determination of technical parameters, the interaction effect between the explanation technical 9technique paramaters) with services attributes, technical responses, technical priorities, as well as conflict and synergies arising from technical explanations. Source of data which is used in research of this primary data and data of seconded obtained by propogating interview and questioner. Technique in intake of sampel used by is cluster sampling. After processing the data, researcher obtained 16 attributes that important by customer. Also three are 15 technical parameters provided by PDAM Tirta Dharma Bengkulu which given satisfaction with measured value of 3,06 while its comparator of natural PDAM Tirta Alami Kepahiang with value 3,47 meaning PDAM Tirta Dharma Bengkulu require to improve repair and performance of service which during the time still less is gratifying of customer/client.

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