Peranan Media Sosial dalam Peningkatan Kepuasan Pelanggan PERUMDA Tirta Pakuan Kota Bogor

This study aimed to determine the extent of the role of social media in increasing customer satisfaction at Perumda Tirta Pakuan, Bogor City. The sampling technique used Cluster Stratified and Systematic Unproportional Sampling. In conducting this study, researchers and Perumda Tirta Pakuan, Bogor City, identified the characteristics of Perumda Tirta Pakuan customers based on information provided by 2300 (two thousand three hundred) customers who were respondents in 2022. In addition, customer groups were classified based on zones, administrative areas, and tariff groups. The administrative areas are divided into 7: Bogor Regency, Tanah Sareal, North Bogor District, South Bogor District, Central Bogor District, West Bogor District, and East Bogor District. Tariff groups include social (S), households (R), government agencies (IP), commerce (N), and industry (I). Notably, 88 percent of PERUMDA Tirta Pakuan customers use WhatsApp for daily communication, with Facebook, YouTube, and Instagram also being widely used. The measurement of indicators to see the level of customer satisfaction of PERUMDA Tirta Pakuan regarding Social Media, in aggregate, IKP from the assessment of information flow to customers from Social Media, Call Center, and Website is 81.73. This value states that the public is delighted with the services provided.