ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN PDAM TIRTA BETUAH DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI)

PARAMIKA, IKLASIA and Ibrahim, Ali (2024) ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN PDAM TIRTA BETUAH DENGAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI). Undergraduate thesis, Sriwijaya University.

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Abstract

The Regional Water Company (PDAM) is a Regional-Owned Enterprise (BUMD) that provides clean water for the Indonesian community. PDAM Tirta Betuah, particularly the Kenten Laut branch in Banyuasin Regency, plays a role in clean water distribution. However, observations have revealed customer complaints, such as delayed water distribution, murky water quality, inaccurate billing, and slow responses from staff and customer service. To improve service quality, the Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methods were applied. Service quality was measured using dimensions of Tangible, Reliability, Responsiveness, Assurance, and Empathy. The IPA results indicate that attributes in Quadrant I should be prioritized, including quick responses to complaints, readiness to serve, easy access to information, professional skills of staff, and ease of contacting staff for consultation. Based on the CSI calculation, customer satisfaction with PDAM Tirta Betuah's service quality reached 72.25%, which falls into the "satisfied" category. However, this score is not yet optimal, as several key attributes still require improvement. From a study involving 252 respondents, the findings highlight the need for enhanced service quality, particularly on priority aspects in Quadrant I of the IPA. The combination of IPA and CSI results provides a focused framework for improvements that can enhance overall customer satisfaction.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Importance Performance Analysis, Customer Satisfaction Index, Kualitas Pelayanan.
Subjects:	T Technology > T Technology (General) > T1-995 Technology (General)
Divisions:	09-Faculty of Computer Science > 57201-Information Systems (S1)
Depositing User:	Iklasia Paramika
Date Deposited:	10 Jan 2025 02:55
Last Modified:	10 Jan 2025 02:55
URI:	http://repository.unsri.ac.id/id/eprint/163430

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