Analysis Of The Strategy Planning Relationship Of The PDAM Tirtanadi Alliance Strategy - PT. Telecominication Divre I To Improve The Quality Of Customer Service PDAM Tirtanadi In Medan City

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Analysis of the Strategy Planning Relationship of the PDAM Tirtanadi Alliance Strategy - PT. Telecominication Divre I to Improve the Quality of Customer Service PDAM Tirtanadi in Medan City

Introduction

In today's era of globalization, companies are faced with increasing competition and customer demands. To stay ahead of the competition, companies must provide excellent service, not only quality products. The Consumer Protection Act No. 8 of 1999 requires companies to provide excellent service, and PDAM Tirtanadi is no exception. As a leading drinking water service provider in Medan City, PDAM Tirtanadi must improve its services to meet customer expectations. This study aims to examine the extent of alliance strategy with PT. Divre I telecommunications can improve the quality of PDAM Tirtanadi services in Medan City.

Background

PDAM Tirtanadi is a leading drinking water service provider in Medan City, but its services are still far behind compared to other companies that serve the community. According to previous research by the USU Faculty of Economic Development Institute, the quality of PDAM Tirtanadi services is still far behind compared to other companies that serve the community. This study aims to analyze the difference in the quality of Tirtanadi PDAM service with service quality if the alliance's strategy is applied, through customer perceptions and expectations.

Methodology

This study involved 1,079 PDAM Tirtanadi customers as respondents who filled out the questionnaire. Spearman Rank Correlation Statistics Analysis is used to test the relationship between variable X (Information Technology Services PT. Telekomunikasi Divre I) and Y variable (Tirtanadi PDAM service quality with an alliance strategy). The results show a positive and significant relationship between the two variables. The Wilcoxon statistical test shows a significant difference between the quality of PDAM Tirtanadi service with the quality of service if the alliance's strategy is implemented.

Results

The results of this study indicate that the alliance strategy with PT. Divre I telecommunications has a great potential to improve the quality of PDAM Tirtanadi services. The results show that:

  • Increasing the efficiency and effectiveness of services: Alliance strategies can improve the efficiency and effectiveness of services by utilizing infrastructure and information technology of PT. Divre Telecommunications I.
  • Increasing Accessibility and Transparency of Information: Information services such as pulse-free services, account information, and complaints can be accessed more easily and quickly through the digital platform provided by PT. Divre Telecommunications I.
  • Increasing Customer Satisfaction: With increasing information accessibility and ease in resolving complaints, customers will feel more satisfied with the PDAM Tirtanadi service.

Discussion

The results of this study indicate that the alliance strategy with PT. Divre I telecommunications has a great potential to improve the quality of PDAM Tirtanadi services. The alliance strategy can improve the efficiency and effectiveness of services, increase accessibility and transparency of information, and increase customer satisfaction. This study provides several recommendations for PDAM Tirtanadi to improve the quality of its services:

  • Applying an alliance strategy with PT. Divre I telecommunications optimally: This can be done by formulating a clear and measurable plan, as well as conducting periodic evaluations to ensure the effectiveness of the alliance.
  • Utilizing information technology to facilitate access to information and services for customers: Digital platforms such as mobile applications and websites can be used to provide the latest information, receive complaints, and make bills payments.
  • Conducting training to employees to improve their ability to provide excellent service: Training must include aspects such as communication, handling complaints, and the use of information technology.

Conclusion

This study provides several recommendations for PDAM Tirtanadi to improve the quality of its services. By applying this recommendation, PDAM Tirtanadi can improve the quality of its services and meet customer expectations. This will improve the positive image of the company and strengthen the position of PDAM Tirtanadi as a trusted drinking water service provider in Medan.

Recommendations for Future Research

This study provides several recommendations for future research:

  • Further research on the impact of alliance strategy on customer satisfaction: This study only analyzed the relationship between alliance strategy and customer satisfaction, but further research can explore the impact of alliance strategy on customer satisfaction in more detail.
  • Further research on the role of information technology in improving customer service: This study only analyzed the role of information technology in improving customer service, but further research can explore the role of information technology in more detail.
  • Further research on the impact of alliance strategy on the performance of PDAM Tirtanadi: This study only analyzed the impact of alliance strategy on customer satisfaction, but further research can explore the impact of alliance strategy on the performance of PDAM Tirtanadi in more detail.

Limitations of the Study

This study has several limitations:

  • Sample size: The sample size of this study is 1,079, which may not be representative of the entire population of PDAM Tirtanadi customers.
  • Data collection method: The data collection method of this study is questionnaire, which may not be able to capture the complexity of customer perceptions and expectations.
  • Data analysis method: The data analysis method of this study is Spearman Rank Correlation Statistics Analysis, which may not be able to capture the nuances of the relationship between alliance strategy and customer satisfaction.

Conclusion

In conclusion, this study provides several recommendations for PDAM Tirtanadi to improve the quality of its services. By applying this recommendation, PDAM Tirtanadi can improve the quality of its services and meet customer expectations. This will improve the positive image of the company and strengthen the position of PDAM Tirtanadi as a trusted drinking water service provider in Medan.
Q&A: Analysis of the Strategy Planning Relationship of the PDAM Tirtanadi Alliance Strategy - PT. Telecominication Divre I to Improve the Quality of Customer Service PDAM Tirtanadi in Medan City

Q: What is the main objective of this study?

A: The main objective of this study is to examine the extent of alliance strategy with PT. Divre I telecommunications can improve the quality of PDAM Tirtanadi services in Medan City.

Q: What is the significance of this study?

A: This study is significant because it provides insights into the impact of alliance strategy on customer satisfaction and service quality. It also provides recommendations for PDAM Tirtanadi to improve its services and meet customer expectations.

Q: What are the key findings of this study?

A: The key findings of this study are:

  • The alliance strategy with PT. Divre I telecommunications has a great potential to improve the quality of PDAM Tirtanadi services.
  • The alliance strategy can improve the efficiency and effectiveness of services, increase accessibility and transparency of information, and increase customer satisfaction.
  • The use of information technology can facilitate access to information and services for customers, and improve customer satisfaction.

Q: What are the recommendations for PDAM Tirtanadi to improve its services?

A: The recommendations for PDAM Tirtanadi to improve its services are:

  • Applying an alliance strategy with PT. Divre I telecommunications optimally.
  • Utilizing information technology to facilitate access to information and services for customers.
  • Conducting training to employees to improve their ability to provide excellent service.

Q: What are the limitations of this study?

A: The limitations of this study are:

  • Sample size: The sample size of this study is 1,079, which may not be representative of the entire population of PDAM Tirtanadi customers.
  • Data collection method: The data collection method of this study is questionnaire, which may not be able to capture the complexity of customer perceptions and expectations.
  • Data analysis method: The data analysis method of this study is Spearman Rank Correlation Statistics Analysis, which may not be able to capture the nuances of the relationship between alliance strategy and customer satisfaction.

Q: What are the implications of this study for future research?

A: The implications of this study for future research are:

  • Further research on the impact of alliance strategy on customer satisfaction.
  • Further research on the role of information technology in improving customer service.
  • Further research on the impact of alliance strategy on the performance of PDAM Tirtanadi.

Q: What are the practical implications of this study for PDAM Tirtanadi?

A: The practical implications of this study for PDAM Tirtanadi are:

  • Improving the quality of its services to meet customer expectations.
  • Increasing customer satisfaction through the use of information technology.
  • Enhancing the reputation of PDAM Tirtanadi as a trusted drinking water service provider in Medan.

Q: What are the future directions for this research?

A: The future directions for this research are:

  • Conducting further research on the impact of alliance strategy on customer satisfaction.
  • Exploring the role of information technology in improving customer service.
  • Investigating the impact of alliance strategy on the performance of PDAM Tirtanadi.

Q: What are the contributions of this study to the existing literature?

A: The contributions of this study to the existing literature are:

  • Providing insights into the impact of alliance strategy on customer satisfaction and service quality.
  • Offering recommendations for PDAM Tirtanadi to improve its services and meet customer expectations.
  • Enhancing the understanding of the role of information technology in improving customer service.