Application of Analytical Hierarchy Process Method for SQM on Customer Satisfaction

Abstract

The research objective was to analyze service quality management on customer satisfaction by utilizing decision support system (DSS) techniques in the completion process. The research data source is the Regional Drinking Water Company (abbreviated as PDAM) "Tirtauli"in Pematangsiantar city. The object of the research is the customers / users of PDAM services which are carried out by means of random observations and questionnaires. The DSS technique used is the analytic hierarchy process (AHP) method. The result of the method is a recommendation in the form of a ranking of service quality management on customer satisfaction. The criteria used to measure customer satisfaction in research are physical evidence (K1), reliability (K2), responsiveness (K3), assurance (K4), care (K5). The calculation results of the AHP method state that two very influential criteria in improving service quality management on customer satisfaction are assurance (K4) with a final value of 0.1929 and reliability (K2) with a final value of 0.1912. The results of the research are expected to provide information and input to the management of PDAM Tirtauli in improving service quality management in order to achieve customer satisfaction.