ANALISIS TINGKAT KEPUASAN PELANGGAN PELAYANAN UPTD PENGELOLAAN AIR MINUM KOTA PAGAR ALAM

Abstract

The UPTD for Drinking Water Management in Pagar Alam City, has tried to provide satisfaction and service to meet the needs for clean water to customers, but along the way, they often get complaints from customers. The customer complaint itself is about the difficulty of getting clean water supply, because clean water often turns off caused by the level of pipe leakage in the piping installation network of UPTD Drinking Water Management, so that it is still an obstacle to customer demand for clean water. is increasing, but the services provided are not comparable to what the customer expects. This study aims to determine the level of customer satisfaction with the services of UPTD Water Drinking Pagar Alam City, using the Customer Statisfaction Index (CSI) and Importance Performance Analysis (IPA) methods, from the results of the CSI (Customer Satisfaction Index) calculation on product quality obtained on average. The average score of the customer satisfaction level is 59.4% or 0.59, meaning that this figure is included in the performance quite satisfied. While the IPA (Importance and Performance Analysis), is carried out on product quality and service quality whose overall value can be determined as the level of customer satisfaction UPTD Pagar Alam City Drinking Water Management is in quadrant (A) with an explanation of service quality which is considered very important but its performance is considered not in accordance with customer expectations