Kajian Pengaruh Tingkat Kualitas Air SPAM Mebidang Terhadap Kepuasan Pelanggan (Studi Kasus: PDAM Tirtanadi Cabang Diski dan Sei Agul

Abstract

To determine the level of satisfaction with PDAM Tirtanadi experienced by customers after the use of raw water sources from SPAM Mebidang, it is necessary to measure the performance of PDAM Tirtanadi based on customer satisfaction with the quality of the products received. The methods used to analyze the customer satisfaction levels of PDAM Tirtanadi Diski and Sei Agul branches in this study are the Customer Satisfaction Index and Importance Performance Analysis, as these methods can be used to identify which product or service variables are most important to customers but have unsatisfactory performance, thus allowing for prioritization for improvement. Meanwhile, Multiple Linear Regression is used to analyze the effect of customer satisfaction on water product quality and water service quality. Through customer satisfaction measurement, it was found that the satisfaction level of existing customers at the Diski branch was 83.56%, new customers at the Diski branch at 83.57%, existing customers at the Sei Agul branch at 82.78%, and new customers at the Sei Agul branch at 92.26%, indicating that both new and existing customers at the Diski and Sei Agul branches are satisfied with the overall service. Based on the customer satisfaction analysis using the Importance performance analysis method, the top priority for improvement at the Diski branch of PDAM Tirtanadi is the variable “Cost incurred is proportional to water supply,” while for the Sei Agul branch, the variable with low performance and low importance but low priority is “How reliable PDAM is in responding to customer requests, both for new connections and meter repairs.” Based on the multiple linear regression analysis method, the variables of Water Product Quality and Water Service Quality have a positive and significant influence on customer satisfaction at PDAM Tirtanadi branches Diski and Sei Agul.