Improvement of PPOB System

Oct 13, 2025 by wbrum.org 39 views

The Influence of Bank Payment Point System (PPOB) and Service Quality on Customer Satisfaction in PDAM Tirtanadi Medan Sunggal Branch

Introduction

In today's digital age, the banking and payment systems have undergone significant transformations, with the emergence of online payment systems and digital banking platforms. One such system is the Payment Point Online Bank (PPOB), which has been implemented by various organizations, including PDAM Tirtanadi, a local government-owned enterprise responsible for providing drinking water services to the community. However, despite the convenience offered by PPOB, there are several obstacles that hinder its effectiveness, leading to customer dissatisfaction. This article aims to explore the impact of PPOB and service quality on customer satisfaction in PDAM Tirtanadi Medan Sunggal Branch.

The Importance of PPOB and Service Quality

In an effort to increase the convenience for customers, PDAM Tirtanadi implemented a payment system through PPOB. However, the effectiveness of this system is often hindered by several factors, including customer's lack of understanding of how to use the online payment system, frequent technology network interference, and less responsive customer service. These issues contribute to customer dissatisfaction and hinder the achievement of optimal customer satisfaction.

Research Purpose and Methodology

This study aims to test and analyze the effect of the PPOB system and service quality on customer satisfaction in the PDAM Tirtanadi Medan Sunggal Branch. Using a quantitative descriptive approach and accidental sampling method, this study involved a population of 3030 customers, where as many as 97 customers were taken to be analyzed. The data in this study were analyzed using multiple regression analysis, which showed that the PPOB system had a positive and significant influence on customer satisfaction. In addition, service quality also has proven to have a positive and significant effect on customer satisfaction.

The Impact of PPOB and Service Quality on Customer Satisfaction

The results of this study show that both the PPOB system and service quality have a significant impact on customer satisfaction, with the PPOB system being the most dominant variable. This suggests that the implementation of PPOB has a positive effect on customer satisfaction, but it is also influenced by the quality of service provided by PDAM Tirtanadi. The inability of officers in handling customer complaints causes a low level of satisfaction, highlighting the need for improvement in service quality.

Additional Analysis and Explanation

From the results of the study, it is clear that although PDAM Tirtanadi has implemented a PPOB system as an effort to increase the ease of payment, challenges in understanding and operation by customers remain a barrier. The high number of disturbances in the technology network shows the need for improvement in infrastructure and more reliable systems. Service quality is also an important aspect, and the inability of officers in handling customer complaints causes a low level of satisfaction. Therefore, training and improvement of the competency of customer service officers is very important so that they can provide fast and appropriate solutions to the problems faced by customers.

Conclusion

Overall, this research confirms that both the PPOB system and service quality have a crucial role in determining customer satisfaction PDAM Tirtanadi Medan Sunggal Branch. To achieve optimal level of satisfaction, it is important for PDAM Tirtanadi to improve the PPOB system and improve service quality, so that customers are satisfied and continue to use the services provided. This effort will not only increase customer satisfaction, but can also have a positive impact on the income of PDAM Tirtanadi as a reliable and trusted drinking water service provider.

Recommendations

Based on the findings of this study, the following recommendations are made:

Improvement of PPOB System: PDAM Tirtanadi should improve the PPOB system by providing clear instructions and guidelines on how to use the online payment system, reducing the frequency of technology network interference, and ensuring that the system is user-friendly.
Training and Development of Customer Service Officers: PDAM Tirtanadi should provide training and development programs for customer service officers to improve their competency in handling customer complaints and providing fast and appropriate solutions to problems faced by customers.
Enhancement of Service Quality: PDAM Tirtanadi should enhance its service quality by providing responsive and courteous customer service, ensuring that customer complaints are handled promptly and effectively, and providing regular feedback to customers on the status of their complaints.

By implementing these recommendations, PDAM Tirtanadi can improve customer satisfaction, increase customer loyalty, and ultimately, achieve its goal of becoming a reliable and trusted drinking water service provider.
Frequently Asked Questions (FAQs) about the Influence of Bank Payment Point System (PPOB) and Service Quality on Customer Satisfaction in PDAM Tirtanadi Medan Sunggal Branch

Q: What is the Payment Point Online Bank (PPOB) system?

A: The Payment Point Online Bank (PPOB) system is an online payment system implemented by PDAM Tirtanadi to facilitate the payment process for customers. It allows customers to make payments online, reducing the need for physical transactions.

Q: What are the benefits of using the PPOB system?

A: The PPOB system offers several benefits, including convenience, speed, and ease of use. It also reduces the risk of errors and provides a secure payment process.

Q: What are the challenges faced by customers in using the PPOB system?

A: Some of the challenges faced by customers in using the PPOB system include lack of understanding of how to use the online payment system, frequent technology network interference, and less responsive customer service.

Q: How does service quality impact customer satisfaction?

A: Service quality has a significant impact on customer satisfaction. It includes factors such as responsiveness, courtesy, and effectiveness of customer service officers in handling customer complaints.

Q: What are the recommendations for improving customer satisfaction in PDAM Tirtanadi Medan Sunggal Branch?

A: The recommendations for improving customer satisfaction in PDAM Tirtanadi Medan Sunggal Branch include improving the PPOB system, training and development of customer service officers, and enhancing service quality.

Q: How can PDAM Tirtanadi improve the PPOB system?

A: PDAM Tirtanadi can improve the PPOB system by providing clear instructions and guidelines on how to use the online payment system, reducing the frequency of technology network interference, and ensuring that the system is user-friendly.

Q: What is the role of customer service officers in improving customer satisfaction?

A: Customer service officers play a crucial role in improving customer satisfaction. They should be trained and developed to provide fast and effective solutions to customer complaints, and to provide regular feedback to customers on the status of their complaints.

Q: How can PDAM Tirtanadi enhance its service quality?

A: PDAM Tirtanadi can enhance its service quality by providing responsive and courteous customer service, ensuring that customer complaints are handled promptly and effectively, and providing regular feedback to customers on the status of their complaints.

Q: What are the benefits of improving customer satisfaction in PDAM Tirtanadi Medan Sunggal Branch?

A: The benefits of improving customer satisfaction in PDAM Tirtanadi Medan Sunggal Branch include increased customer loyalty, improved reputation, and increased revenue.

Q: How can customers provide feedback to PDAM Tirtanadi on the PPOB system and service quality?

A: Customers can provide feedback to PDAM Tirtanadi on the PPOB system and service quality by contacting the customer service department, providing feedback through the PDAM Tirtanadi website, or through social media channels.

Q: What is the next step for PDAM Tirtanadi in improving customer satisfaction?

A: The next step for PDAM Tirtanadi in improving customer satisfaction is to implement the recommendations outlined in this study, including improving the PPOB system, training and development of customer service officers, and enhancing service quality.