Communication Strategy in Raising Customer Service Quality of Regional Water Utility Company of Sukabumi

Ike Rachmawati, Ujuh Juhana

Abstract


The research is a phenomenon in Regional Water Utility Company of Sukabumi that relates to customer complaint to the service of water utility, which is not optimal. The research is conducted to test empirical facts that happens in the reality and to test scientifically the communication strategy and service quality. The research was conducted two years long by using qualitative design with survey explanatory method to explain and analyze communication strategy that could raise service quality of Regional Water Utility of Sukabumi partially and simultaneously. The research aims at finding influence of communication strategy and service quality, which is able to be measured quantitatively based on indicators from each dimension by using applied statistic. Research population was customers of Regional Water Utility Company of Sukabumi. Sample use was societies who were customers of Regional Water Utility Company of Sukabumi. Sampling tehnique applied simple random sampling.

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