Electronic Theses and Dissertation

Perumdam Tirta Daroy sebagai satu-satunya lembaga yang menyediakan layanan distribusi air bersih kepada penduduk di wilayah Kota Banda Aceh, dengan tujuan untuk memberikan pelayanan yang berkualitas dan memenuhi kebutuhan masyarakat. Namun, dalam praktiknya, Perumdam Tirta Daroy sering kali menghadapi banyak keluhan atau komplain dari pelanggan terkait dengan mutu dan ketersediaan air yang disalurkan. Ketidakpuasan terhadap pelayanan dapat berdampak buruk bagi penyedia jasa itu sendiri, karena pelanggan mungkin akan menunda atau bahkan menolak untuk membayar jika layanan air yang mereka terima tidak memuaskan. Pada Penelitian ini, Penulis memilih untuk menggunakan Perumdam Tirta Daroy Kota Banda Aceh Cabang Teuku Umar untuk digunakan sebagai subjek pada penelitian. Hal ini berdasarkan jumlah pelanggan menurut website tirtadaroy.co.id dimana cabang Teuku Umar merupakan cabang dengan jumlah pelanggan terbanyak. Selain itu, Perumdam Tirta Daroy Cabang Teuku Umar juga sedang menghadapi masalah rendahnya kepatuhan membayar tagihan pelanggan yang dapat dibuktikan dengan angka presentase pembayaran piutang pada cabang Teuku Umar yang rendah. Penelitian ini dilakukan untuk mengetahui Pengaruh Penanganan Komplain terhadap Kepatuhan Membayar Tagihan Air pada Pelanggan Perumdam Tirta Daroy Cabang Teuku Umar Kota Banda Aceh. Penelitian ini menggunakan Konsep Kepuasan Pelanggan dengan menggunakan Teori Ekuitas. Data Penelitian diperoleh dengan menggunakan penyebaran angket secara langsung dan google form yang disebarkan kepada 100 pelanggan Cabang Teuku Umar yang pernah melakukan komplain. Hasil Penelitian menunjukkan Penanganan Komplain pada Cabang Teuku Umar kurang memuaskan. Selain itu, Kepatuhan Membayar pada Cabang Teuku Umar juga masih berada di kategori kurang patuh. Hasil penelitian menunjukkan angka Persamaan Regresi sebesar 0,189 dan nilai Koefisien Determinasi sebesar 0,181. Angka-angka tersebut yang telah dijabarkan menunjukan H0 ditolak dan H1 diterima. Pengaruh variabel X (Penanganan Komplain) terhadap variabel Y (Kepatuhan Membayar) adalah sebesar 18,9% sedangkan sisanya 81,1% dipengaruhi faktor lain.

Kata Kunci : Penanganan Komplain, Kepatuhan Membayar, Perumdam Tirta Daroy Cabang Teuku Umar Kota Banda Aceh.

Perumdam Tirta Daroy as the only institution that provides clean water distribution services to residents in the Banda Aceh City area, with the aim of providing quality services and meeting the needs of the community. However, in practice, Perumdam Tirta Daroy often faces many complaints or complaints from customers related to the quality and availability of the water distributed. Dissatisfaction with the service can have a bad impact on the service provider itself, as customers may delay or even refuse to pay if the water service they receive is not satisfactory. In this study, the author chose to use Perumdam Tirta Daroy Banda Aceh City Teuku Umar Branch to be used as the subject of the research. This is based on the number of customers according to the tirtadaroy.co.id website where the Teuku Umar branch is the branch with the highest number of customers. In addition, Perumdam Tirta Daroy Teuku Umar Branch is also facing the problem of low compliance in paying customer bills, which can be evidenced by the low percentage of receivables payments at the Teuku Umar branch. This study was conducted to determine the Effect of Complaint Handling on Compliance in Paying Water Bills on Customers of Perumdam Tirta Daroy Teuku Umar Branch, Banda Aceh City. This research uses the Concept of Customer Satisfaction using Equity Theory. The research data was obtained using the distribution of questionnaires directly and google forms which were distributed to 100 customers of the Teuku Umar Branch who had made complaints. The results of the study showed that the handling of complaints in the Teuku Umar Branch was not satisfactory. In addition, Paying Compliance at the Teuku Umar Branch is also still in the category of less compliant. The results showed that the Regression Equation number was 0.189 and the Determination Coefficient value was 0.181. These figures that have been described show that H0 was rejected and H1 was accepted. The influence of variable X (Complaint Handling) on variable Y (Payment Compliance) was 18.9% while the remaining 81.1% was influenced by other factors. Keywords: Complaint Handling, Payment Compliance, PERUMDAM Tirta Daroy Teuku Umar Branch, Banda Aceh City.