Analyzing the Influence of Service Quality in Water Distribution on Customer Complaints and Its Role in Enhancing Customer Satisfaction

Authors

  • Gusti Putu Eka Kusuma Sekolah Tinggi Ilmu Ekonomi Satya Dharma
  • I Gusti Made Oka Astana Sekolah Tinggi Ilmu Ekonomi Satya Dharma
  • Ni Nyoman Ayu Ningsih Sekolah Tinggi Ilmu Ekonomi Satya Dharma
  • Dilla Cattleyana Universitas 17 Agustus 1945 Banyuwangi
  • Zainol Mustafa Universiti Kebangsaan Malaysia

DOI:

https://doi.org/10.37385/ijedr.v6i1.5500

Keywords:

Water Distribution, Customer Complaints, Customer Satisfaction

Abstract

This study aims to examine the impact of water distribution service quality on customer complaints as part of efforts to enhance customer satisfaction at Perumda Air Minum Tirta Hita Buleleng. A quantitative approach was employed, with data collected through questionnaires. The questionnaire responses were measured using an interval scale. Respondents were selected using random sampling techniques. The data were analyzed using SmartPLS software. The study explored three main relationships: the influence of water distribution service quality on customer complaints, the influence of water distribution service quality on customer satisfaction, and the influence of customer complaints on customer satisfaction. The findings indicate that all relationships examined are positive and significant, highlighting the critical role of service quality in reducing complaints and improving customer satisfaction.

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Published

2025-01-31

How to Cite

Kusuma, G. P. E., I Gusti Made Oka Astana, Ningsih, N. N. A., Cattleyana, D., & Mustafa, Z. (2025). Analyzing the Influence of Service Quality in Water Distribution on Customer Complaints and Its Role in Enhancing Customer Satisfaction. International Journal of Economics Development Research (IJEDR), 6(1), 298–308. https://doi.org/10.37385/ijedr.v6i1.5500