Kunci SUKSES KEPUASAN PELANGGAN (Upaya Membangun Citra BUMD)

Hasan, Samsurijal (2020) Kunci SUKSES KEPUASAN PELANGGAN (Upaya Membangun Citra BUMD). Media Madani. ISBN 978-602-0736-54-9

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Abstract

PDAM is a Regionally Owned Enterprise or called BUMD in Bahasa is founded based on the dualism of function and role. BUMD has the function of developing the regional economy through its role as an institution public service. On another hand, BUMD is also expected to be able to generate profits from its business sector as a source of regional income. Implicitly, BUMD is used as a source of APBD funds. Business management in the competitive era demands an adaptive capability of business people. This is happening due to the large number of changes that have occurred in the business world. These changes are triggered by various factors such as Global Competition and Government Deregulation. The implication of this condition is triggering the companies be able to offer quality products or services to consumers. The basis for the competitiveness of water management businesses is a comparative advantage and competitive advantage in natural resource-based markets. PDAM activities include collecting, treating water according to and fulfilling the established drinking water quality standards up to distributing water to the public or customers. Service quality and customer satisfaction are very important concepts. Companies must be able to understand if they want to be competitive, survive, develop and grow bigger. Good service is the result of organizational culture. In addition to ensuring the best service quality; customer satisfaction can be formed through distribution performance, namely water distribution. From studies of many countries, service quality and perceived value are the main constructs in influencing customer satisfaction. This simple book tries to explore both from the theoretical and application sides, how the water supply companies both in urban and rural areas can manage marketing that is oriented towards realizing customer satisfaction, so that it has high competitiveness, builds a good image in the community and is proud of by the government.

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