文章基本信息

标题：Household Customer Segmentation Based on Satisfaction Using The CHAID Method
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作者：Fithriyyah Shalihati ; Raden Isma Anggraini ; Suhendi 等
期刊名称：Indonesian Journal of Business and Entrepreneurship
印刷版ISSN：2407-5434
电子版ISSN：2407-7321
出版年度：2020
卷号：6
期号：3
页码：249-255
DOI：10.17358/IJBE.6.3.249
语种：English
出版社：Bogor Agricultural University
摘要：In a nutshell,BUMD (Regional Government-Owned Enterprise) has two main roles,namely economic and social functions. The social function aims to meet the needs of all stakeholders,including the customer. Customer satisfaction is very important to implement this function,and one of the critical aspects is the service provided. In 2018,one of the BUMDs,namely PDAM faced a decreasing performance rating from 4.38 to 4.18 due to the decline in operational service. Therefore,it is very important to determine the customer satisfaction level. The objective of this research is to analyse the satisfaction level for products and services provided by PDAM in Bogor based on customer segmentation. It employs a descriptive analysis approach and the Chi-square Automatic Interaction Detector (CHAID) method. It selects 713 respondents from 148,755 household customers by using Cluster Stratified and Systematically Unproportionate Sampling (CSUS). The findings capture that the respondents are generally satisfied with the service provided except for complaint handling and dispute. Household customer segmentation is divided into 6 (six) clusters. The cluster that provides unsatisfied scores is mainly due to the quality of water,complaint handling and dispute,as well as tariffs and payments. Whereas,the cluster that provides a satisfying score is also due to the quality of water,complaint handling,and dispute resolution.
其他摘要：Tujuan penelitian ini adalah menganalisis segmentasi pelanggan berdasarkan tingkat kepuasan terhadap dimensi pada layanan produk dan jasa. Metode analisis data dilakukan menggunakan analisis dekriptif metode chi-square automatic interaction detector (CHAID terhadap 713 responden dari 148.755 pelanggan rumah tangga dengan teknik cluster stratified and systematical unproporsional sampling (CSUS). Hasil penelitian menunjukkan secara umum pelanggan rumah tangga puas terhadap pelayanan PDAM Tirta Pakuan Kota Bogor,kecuali pelayanan penyelesaian pengaduan dan perselisihan. Segmentasi pelanggan rumah tangga berdasarkan kepuasan dapat dibagi menjadi enam kelompok. Kelompok yang diprediksi kurang puas adalah yang menilai tidak baik pada dimensi kualitas air,penyelesaian pengaduan dan perselisihan serta tarif dan pembayaran. Kelompok pelanggan rumah tangga yang menilai puas memilik ciri yaitu yang merasa pelayanan baik untuk dimensi kualitas air dan penyelesaian pengaduan dan perselisihan.
关键词：BUMD;local government owned entity;household;customer satisfaction
其他关键词：bumd;rumah tangga;kepuasan pelanggan;segmentasi pelanggan