Communication Strategy in Handling Customer Complaints in PDAM Tirta Pakuan Bogor

Abstract

This study aims to 1) identify complaints that arise and do not satisfy customers, and 2) identify communication strategies undertaken by PDAM Tirta Pakuan in handling customer complaints. The study was conducted at PDAM Tirta Pakuan using qualitative descriptive analysis. Researchers surveyed customers and held focus group discussions with the management of PDAM Tirta Pakuan. The method of data analysis is done by using a gap analysis between performance and the interests/expectations of customers for product and service attributes, as well as public relations strategy theory. The results showed that there were four attributes that predominantly received complaints and were not yet satisfying customers, namely the quality of water flow in the dry season, replacement or re-measurement of water meters, compensation for service interruptions, and compensation for settlement of claims for paying bills. Furthermore, there are four communication strategies that are carried out in handling customer complaints based on four aspects, namely factfinding, planning and programming aspects, action and communication aspects, and evaluating aspects. Some things that need attention from the management of PDAM Tirta Pakuan are 1) improving the quality of water supply during the dry season, 2) periodically replacing or repeating water meters, 3) improving the compensation system for customer service interruptions, 4) improving the compensation system related to the problem of settling claims for payment of claims, 5) identifying complaints that have the potential to threaten the image or reputation of the company, 6) maximizing the use of social media in informing work activities that have the potential to cause service disruptions and customer complaints.

Household Customer Segmentation Based on Satisfaction Using the Chaid Method

“…Settlement of Complaints and Disputes, which include elements of: and 4). Communication with Customers (Anggraini et al 2020).…”

Analysis of technical evaluation and customer satisfaction of clean water services (case study: PDAM Lematang Enim at Muara Enim Regency, South Sumatra, Indonesia)

“…In addition, complaint handling is proven to influence customer loyalty (Hermawati, 2022). The water supply companies must improve performance if customer expectations are greater than actual conditions (Anggraini, Shalihati, Bachtiar & Suhendi, 2020). Improving service quality can also be done by mapping the factors that affect customer satisfaction with service quality (Ridha, Marissa & Marpaung, 2020).…”

Evaluation of Consumer Complaints: A Case Study Using MAXQDA 2020 Data Analysis Software

“…Consumer satisfaction is the congruence of the consumer's expectations with the perceived performance of the product (Kotler and Armstrong, 2018). Consumer dissatisfaction is also a perceived or confirmed discrepancy between previous expectations and actual perceived performance (Anggraini, Shalihati, Bachtiar and Suhendi, 2020). In short, satisfaction is the positive emotion that the consumer feels after trying the product or service for the first time, while dissatisfaction is the negative emotion (Ertemel and Çudin, 2018).…”

“…Complaining behavior is the result of the consumer's satisfaction,dissatisfaction or expectation of performance (Erickson and Eckrich, 2001). The fact that the product or service used by consumers is not in line with their wishes creates a complaint (Anggraini et al, 2020). The tendency of consumers to complain is a mechanism offered to consumers to correct cognitive dissonance when the consumption experience is not satisfactory.…”

“…The dissatisfaction of the consumer can provide a motivational basis for complaint behaviors (Day, 1984). In cases of dissatisfaction, consumers do not make a complaint as a precaution, do not buy the product of the relevant enterprise, and do not use its services or make a complaint (Anggraini et al, 2020). Consumers often complain to express their dissatisfaction with the product or service (Wu and Zhao, 2023).…”