The Influence of Service Quality, Distribution Performance and Customer Orientation to Customer Satisfaction and Its Impact on Corporate Image (Study on Water Supply Company Tirta Siak in Riau Province)

Hasan, Samsurijal and Suryana, Popo (2019) The Influence of Service Quality, Distribution Performance and Customer Orientation to Customer Satisfaction and Its Impact on Corporate Image (Study on Water Supply Company Tirta Siak in Riau Province). Journal of Advanced Research in Dynamical and Control System, 11 (8). pp. 1258-1270. ISSN 1943-023X

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Abstract

This paper investigates the service quality of Water Supply Company Tirta Siak in Riau Province from distribution performance and customer orientation to customer satisfaction and so the impact for company’s image. Water Supply Company has a job to distribute clean water, but the fact that we found many of customers in Water Supply Company Tirta Siak complain about the service of administrative officers, the technical services or others and this can affect to the service quality which can defined by customer perseption, expectation, satisfaction, and consumer attitude, these are the factors which can affect to company’s image. Here, we need to analyze the quality of services provided by the company especially on Water Supply Company Tirta Siak. This aim to find out the right, clear and measurable empirical picture to analyze and assess the simultaneous effect of service quality, distribution performance, customer orientation on customer satisfaction and its impact to corporate image. The research method used is the survey method and the analysis used is the analysis of Structural Equation Model (SEM) which are able to measure constructs through indicators and analyze indicator variables, latent variables, minimize measurement errors, so that measurements will be more accurate.The study conclude that service quality at Water Supply Company Tirta Siak in good category is very good, but the quality of the water distributed is in a fairly good category. Measured from the dimensions of the problem solving ability and understanding the changes in the behavior of the customers of the Tirta Siak company, the orientation of Tirta Siak's customers is in the good category towards excellent.

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