Analisis Penyebab Tunggakan Rekening Air pada Perusahaan Daerah Air Minum (PDAM) Tirtanadi Provinsi Sumatera Utara (Studi Kasus pada PDAM Cabang Medan Labuhan Jalan Medan Belawan Km. 15, 5 Medan)

Abstract

Every company is trying to overcome the obstacles faced by every company both in terms of internal and external companies. Delinquent accounts of water made by the customer taps greatly affected the earnings results and disrupt Operational activities of the company. Customers are at the forefront of the success of any company, therefore the company is required to always pay attention to things related to the desires and needs of either satisfaction or behavior. Arrears occur because of the level of satisfaction of every customer on the company's performance in the result in the product does not meet customer expectations resulting in delinquent behavior. This study aims to determine the causes of delinquent water bills at the branch Tirtanadi PDAM Medan Labuhan seen from the theory of customer satisfaction and customer behavior. This research is a descriptive study with qualitative data. The informants were divided two groups of key informants is a chief financial officer and head of the subscription relationship, the key informants that the customer or consumer taps Tirtanadi branch of Medan Labuhan. Data collection techniques used are primary data by conducting in-depth interviews and observations with each informant and secondary data with the literature, internet, documentation. Data analysis techniques used are qualitative. The data analysis is to do interviews conducted in the field next perform data reduction or record information corresponding research context. Based on field research, the result is that the factors affecting water delinquent accounts that a customer is in terms of customer satisfaction where customers see the quality and quantity of water that customers get not match expectations and often feel disappointed. Furthermore, in terms of consumer behavior that affects the level of consciousness in which delinquent behavior is due to lack of awareness that comes from the state of socio-economic and educational levels.