CD Skripsi

ANALISIS PELAYANAN JARINGAN AIR BERSIH PDAM TIRTA SIAK PEKANBARU BERDASARKAN PERSEPSI PELANGGAN

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PDAM Tirta Siak faces various issues that affect the level of trust and
satisfaction among the public regarding its clean water services. Despite the
addition of new customers and reconnections, quality and continuity of service
remain significant challenges, with numerous complaints related to water pressure,
inaccurate meter readings, and unprofessional attitudes of staff. Additionally,
service coverage is not optimal, and 24-hour water flow is not available for all
customers. Financially, PDAM Tirta Siak has been experiencing losses over the
past three years, indicating the need for a comprehensive evaluation and
appropriate strategies to improve service effectiveness and financial stability.
This study aims to analyze customer satisfaction and measure the
performance of PDAM Tirta Siak in operational, financial, and administrative
aspects based on Kepmendagri Number 47 of 1999. The study involved 79
respondents representing PDAM Tirta Siak Pekanbaru customers, informants from
PDAM, and relevant documentation. Primary and secondary data were obtained
through surveys, interviews with PDAM informants, field observations, and
documentation from related sources. Customer satisfaction analysis was conducted
by describing the frequency of respondents' answers on service and satisfaction
indicators. PDAM's performance evaluation was conducted by calculating the
indicators of each aspect according to Kepmendagri No. 47 of 1999.
The results showed that 79 respondents of PDAM Tirta Siak Pekanbaru
customers displayed varying levels of satisfaction with clean water services: 36%
rated water pressure as good and 25% as adequate, but 20% rated it as poor and
very poor; 48% rated water quality as good, but 11% as poor and very poor; 42%
were quite satisfied with the service, but 29% were dissatisfied and very
dissatisfied. Overall, PDAM's performance declined from 50.44 (2020) to 46.89
(2022), with a slight increase in operational aspects from 63% to 69%, but a decline
in financial aspects from 58% to 44%, while administrative aspects remained
constant at 78%. Recommendations for improvement include enhancing water
pressure infrastructure, ensuring 24-hour supply efficiency, improving water
treatment quality, expanding distribution networks, adopting technology for
complaint handling, using smart water meters, training staff, and conducting
regular surveys for feedback and continuous improvement.
Keywords: Service, Satisfaction, Customer, Performance, PDAM

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

1910247094

Penerbit

Pekanbaru : Universitas Riau F.Teknik Teknik Sipil., 2024

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

1910247094

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

TEKNIK SIPIL

Info Detail Spesifik

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Pernyataan Tanggungjawab

GUNTUR

Versi lain/terkait

Lampiran Berkas

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