Analysis of customer satisfaction of regional drinking water company Tirta Mulia Karimun the Riau Islands

https://doi.org/10.35912/jomabs.v2i1.3510
Published: Oct 2, 2025

Abstract:

Purpose: This study aims to analyze the direct and indirect effects of product quality, volume, tariff, and service on customer satisfaction at PDAM Tirta Mulia Karimun, Riau Islands Province.

Research Methodology: This study used a quantitative approach. The sample consisted of 200 respondents, who were analyzed using the SMARTPLS program. After validity and reliability tests were conducted, a hypothesis test was performed.

Results: The findings show that product quality, volume, and service have a significant direct effect on customer satisfaction, while tariffs do not have a direct significant effect. However, product quality, volume, and tariffs each significantly affected satisfaction indirectly through service quality (p < 0.05). The overall model explained 70.4% of the variance in customer satisfaction.

Conclusions: Customer satisfaction with PDAM Tirta Mulia Karimun is significantly influenced by product quality, volume, and services. Although tariffs do not directly influence satisfaction, they have a significant indirect effect on service. Improvements in water quality and volume are the most critical areas for increasing customer satisfaction.

Limitations: This study was limited to customers of PDAM Tirta Mulia Karimun in one regency, which may affect the generalizability of the results to other regions or service providers.

Contribution: This study provides empirical evidence of how indirect effects through service quality mediate customer perceptions, which can guide policy and operational improvements in regional water service companies.

Keywords:
1. Satisfication
2. Services
3. Volume
Authors:
1 . Ngaliman Ngaliman
Batam University, Batam, Kepulauan Riau, Indonesia
2 . Raja Rafiza
Batam University, Batam, Kepulauan Riau, Indonesia
3 . Muammar Khaddafi
Batam University, Batam, Kepulauan Riau, Indonesia
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How to Cite
Ngaliman, N., Rafiza, R., & Khaddafi, M. (2025). Analysis of customer satisfaction of regional drinking water company Tirta Mulia Karimun the Riau Islands. Journal of Multidisciplinary Academic Business Studies, 2(1), 57–67. https://doi.org/10.35912/jomabs.v2i1.3510
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Issue & Section
Vol. 2 No. 1 (2024): November
Articles
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  1. Acharya, M. (2019). A Review on Status and Profitability of Large Cardamom Production in Nepal. International Journal of Financial, Accounting, and Management, 1(1), 17-22. doi:https://doi.org/10.35912/ijfam.v1i1.53
  2. Afriyani, N., Indrayani, I., Indrawan, M. G., Wibisono, C., & Ngaliman, N. (2023). The influence of training, discipline, and innovation on the performance of members of the Regional National Crafts Council (Dekranasda) in Tanjungpinang City: A quantitative study. Journal of Multidisciplinary Academic Business Studies, 1(1), 53-69. doi:https://doi.org/10.35912/jomabs.v1i1.1780
  3. Alfin, B. M., & Rusindiyanto, R. (2024). Analisis 5 Dimensi Kualitas Pelayanan PDAM Surya Sembada Kota Surabaya Terkait Keluhan Distribusi Air Bersih Terhadap Kepuasan Pelanggan. Scientica: Jurnal Ilmiah Sains dan Teknologi, 2(1), 264-274. doi:https://doi.org/10.572349/scientica.v2i1.773
  4. Angliawati, R. Y. (2016). Peran Remunerasi Terhadap Kualitas Pelayanan Publik: Theoretical Review. Jurnal Ecodemica: Jurnal Ekonomi Manajemen dan Bisnis, 4(2), 203-213. doi:https://doi.org/10.31294/jeco.v4i2.801
  5. Arimie, C. J. (2019). Employer-Employee Relations and Employee Engagement in a Tertiary Institution in Benin-City, Edo State. Annals of Management and Organization Research, 1(1), 9-24. doi:https://doi.org/10.35912/amor.v1i1.199
  6. Ayunani, N. A., Varadina, Y., & Octavia, A. N. (2023). Pengaruh Kualitas Produk, Harga dan Kualitas Pelayanan terhadap Kepuasan Pelanggan. Solusi, 21(3), 703-712.
  7. Burhan, F. A. (2023). Rapor Hijau Kinerja Industri Perbankan Indonesia sepanjang 2023 dari OJK.
  8. Cabral, H. d. C. G., Djaha, A. S., & Nursalam, N. (2019). The Development of Human Resources in the University of Dili, Timor-Leste (A Rector's Policy Study). Annals of Management and Organization Research, 1(1), 1-7. doi:https://doi.org/10.35912/amor.v1i1.143
  9. Carmona, I., Griffith, D. M., & Aguirre, I. (2021). Understanding the factors limiting organic consumption: the effect of marketing channel on produce price, availability, and price fairness. Organic Agriculture, 11(1), 89-103. doi:https://doi.org/10.1007/s13165-020-00331-1
  10. Chandra, A., Wijaya, F., Angelia, A., & Hayati, K. (2020). Pengaruh Debt to Equity Ratio, Total Assets Turnover, Firm Size, dan Current Ratio terhadap Return on Assets. Jurnal Akuntansi, Keuangan dan Manajemen, 2(1), 57-69. doi:https://doi.org/10.35912/jakman.v2i1.135
  11. Damanik, S. M., Sitorus, E., & Mertajaya, I. M. (2021). Sosialisasi Pencegahan Stunting pada Anak Balita di Kelurahan Cawang Jakarta Timur. JURNAL Comunità Servizio: Jurnal Terkait Kegiatan Pengabdian Kepada Masyarakat, Terkhusus Bidang Teknologi, Kewirausahaan Dan Sosial Kemasyarakatan, 3(1), 552-560. doi:https://doi.org/10.33541/cs.v3i1.2909
  12. Dayanti, P. K., Prabawati, N. P. A., & Supriliyani, N. W. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Perusahaan Daerah Air Minum (PDAM) Tirta Sewakadarma Kota Denpasar. Business and Investment Review, 1(5), 162-173. doi:https://doi.org/10.61292/birev.v1i5.59
  13. Djaing, H., Sangkala, M. R., & Yani, A. A. (2020). Public Satisfaction on Water Utility Services in Makassar Urban Community. Journal of Governance, 5(1), 1-19. doi:https://dx.doi.org/10.31506/jog.v5i1.7722
  14. Eggert, A., Ulaga, W., Frow, P., & Payne, A. (2018). Conceptualizing and communicating value in business markets: From value in exchange to value in use. Industrial marketing management, 69, 80-90. doi:https://doi.org/10.1016/j.indmarman.2018.01.018
  15. Endi, A. C., Fanggidae, R. E., & Ndoen, W. M. (2023). The effect of religiosity and spirituality on financial behavior district. Journal of Multidisciplinary Academic and Practice Studies, 1(1), 45-53. doi:https://doi.org/10.35912/jomaps.v1i1.1455
  16. Erlianti, D., Hikmah, N., Suhariyanto, D., Sari, V. B. M., Hakim, M. L., & Nurchayati, N. (2023). Pelatihan Penyusunan Karya Tulis Ilmiah Terakreditasi Sinta. Community Development Journal: Jurnal Pengabdian Masyarakat, 4(2), 4758-4764.
  17. Falahuddin, Fuadi, Munandar, Juanda, R., & Ilham, R. N. (2022). Increasing Business Supporting Capacity in Msmes Business Group Tempe Bungong Nanggroe Kerupuk in Syamtalira Aron District, Utara Aceh Regency. IRPITAGE Journal, 2(2), 65-68. doi:https://doi.org/10.54443/irpitage.v2i2.313
  18. Fasiha, F., Yusuf, M., Sihombing, H. B. M., Mujahidin, M., & Chenini, R. (2022). The Effect of Product Quality and Service Quality on Consumer Loyalty at Palopo Minimarkets. IKONOMIKA, 177-192. doi:https://doi.org/10.24042/febi.v7i2.14430
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  20. Kalensun, H., Kawet, L., & Halim, F. (2016). Perencanaan sistem jaringan distribusi air bersih di Kelurahan Pangolombian Kecamatan Tomohon Selatan. Jurnal Sipil Statik, 4(2), 105-115.
  21. Lestari, R. D., & Sriyono. (2021). The Effect of Economic Value Added, Market Value Added, Operating Leverage and Dividend Policy on Stock Returns in Coal Subsector Mining Companies Listed on the Indonesia Stock Exchange for the 2014-2019 Period. Indonesian Journal of Public Policy Review, 15. doi:https://doi.org/10.21070/ijppr.v15i0.1145
  22. Masnun, M. A., Noviyanti, N., Santoso, I. B., Wedhatami, B., & Abiyoga, A. (2024). Water as a Fundamental Right: State Responsibilities and Regional Water Supply System Solutions. Indonesian Journal of Administrative Law and Local Government, 1(01). doi:https://doi.org/10.26740/ijalgov.v1i01.35854
  23. Mauliyah, N. (2016). Analisa Kelayakan Tarif Pada Perusahaan Daerah Air Minum (PDAM) Kota Blitar, Jawatimur Berdasarkan Pengembalian Biaya Penuh (Full Cost Recovery. Akuntabilitas: Jurnal Ilmiah Ilmu-Ilmu Ekonomi, 8(2), 5-5. doi:https://doi.org/10.35457/akuntabilitas.v8i2.211
  24. Merdekawati, D. P., & Sulistyawati, A. I. (2011). Faktor-faktor yang mempengaruhi pemilihan karir akuntan publik dan non akuntan publik. Jurnal Ilmiah Aset, 13(1), 9-19.
  25. Mittal, V., Han, K., Frennea, C., Blut, M., Shaik, M., Bosukonda, N., & Sridhar, S. (2023). Customer satisfaction, loyalty behaviors, and firm financial performance: what 40 years of research tells us. Marketing Letters, 34(2), 171-187. doi:https://doi.org/10.1007/s11002-023-09671-w
  26. Morande, S., & Marzullo, M. (2019). Application of Artificial Intelligence and Blockchain in Healthcare Management-Donor Organ Transplant System. Annals of Management and Organization Research, 1(1), 25-38. doi:https://doi.org/10.35912/amor.v1i1.261
  27. Pahlawan, M. R., Laba, A. R., Pakki, E., Hardiyono, & Nurlia. (2019). Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Peningkatan Kepuasan dan Loyalitas Pelanggan Perusahaan Daerah Air Minum (PDAM) Kota Makassar. Journal of applied business administration, 3(2), 228-244. doi:https://doi.org/10.30871/jaba.v3i2.1560
  28. Permatasari, Y. I., Hardjosoekarto, S., & Salomo, R. V. (2020). Institutional transformation of public private partnership to ensure low transaction costs: case study of infrastructure provision at the Ministry of Public Works and Housing of the Republic of Indonesia. Systemic Practice and Action Research, 33(2), 149-165. doi:https://doi.org/10.1007/s11213-019-09485-wS
  29. Pranata, L., Fari, A. I., Suryani, K., & Handayani, V. Y. W. (2023). Edukasi dan Senam Hipertensi dalam Menurunkan Tekanan Darah Tinggi pada Lansia. SEWAGATI: Jurnal Pengabdian Masyarakat Indonesia, 2(3), 74-80. doi:https://doi.org/10.56910/sewagati.v2i3.795
  30. Prijono, T. A., & Yusran, H. L. (2022). Emotions Towards Satisfaction and Complaint Behavior Using Perceived Quality: A Hedonic Approach. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi). 9(2), 866-881. doi:http://orcid.org/0000-0001-6139-008X
  31. Putra, M. F., Ahadiyat, A., & Keumalahayati, K. (2023). The influence of leadership style on performance with motivation as mediation (study on employees of Metro City Trade Services during pandemi). Journal of Multidisciplinary Academic and Practice Studies, 1(1), 15-27. doi:https://doi.org/10.35912/jomaps.v1i1.1536
  32. Putra, Y. (2020). Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Pelanggan pada PDAM Tirtanadi Cabang Cemara. Jurnal Akuntansi, Manajemen Dan Ilmu Ekonomi (Jasmien), 1(1), 20-25. doi:https://doi.org/10.54209/jasmien.v1i1.35
  33. Rahu, K. Y. d., Neolaka, M. N. B. C., & Djaha, A. S. A. (2023). Personnel management information system in order to create up-to-date and integrated personel data and information in the personnel and human resources agency in malaka regency. Journal of Multidisciplinary Academic and Practice Studies, 1(1), 55-70. doi:https://doi.org/10.35912/jomaps.v1i1.1449
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