Analysis of customer satisfaction of regional drinking water company Tirta Mulia Karimun the Riau Islands

Purpose: The purpose of this study was to determine and analyze the indirect effect of leadership on burnout among Riau Islands Province Regional Secretariat Employees. To determine and analyze the indirect effect of Workload on burnout of Riau Islands Province Regional Secretariat Employees. To determine and analyze the direct effect of emotional factors on burnout of Riau Islands Province Regional Secretariat Employees. As a regional company that provides basic clean water services for the Karimun Regency community, PDAM Tirta Mulia Karimun should provide customer satisfaction. However, many customers still complain about water quality and limited volume. This study aims to determine the effects of quality, volume, tariffs, and services on customer satisfaction. Research Methodology: This study used a quantitative method. The sample consisted of 200 respondents who were analyzed using the SMARTPLS program. After validity and reliability tests were conducted, a hypothesis test was conducted. Results: The results showed that quality, volume, and service had a significant direct effect on customer satisfaction. Tariff had an insignificant direct effect on satisfaction. Product quality has a significant direct effect on PDAM services. Volume had a significant direct effect on service. Tariffs have a significant direct effect on PDAM services. Product quality had a significant effect on customer satisfaction through PDAM Tirta Mulia Karimun services, with a P value of 0.001 <0.05. Volume has a significant effect on customer satisfaction through services, with a P value of 0.001 <0.05. Tariffs have a significant influence on customer satisfaction through PDAM Tirta Mulia Karimun services, with a P value of 0.008 <0.05. Customer satisfaction is influenced by product quality, volume, and tariffs by 70.4%. This study concludes that the variables studied, namely, quality, volume, tariff, and service, have a significant influence on customer satisfaction. The dominant improvements that must be made are related to quality and volume.