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

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

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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.

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Inventory Code Barcode Call Number Location Status
2407007135T163430T1634302024Central Library (REFERENS)Available but not for loan - Not for Loan
Detail Information
Series Title
-
Call Number
T1634302024
Publisher
Indralaya : Prodi Sistem Informasi, Fakultas Ilmu Komputer Uniersitas Srwijaya.,
Collation
xvi, 77 hlm.; ilus.; 29 cm
Language
Indonesia
ISBN/ISSN
-
Classification
003.010 7
Content Type
Text
Media Type
unmediated
Carrier Type
-
Edition
-
Subject(s)
Prodi Sistem Informasi
Identifikasi Sistem
Specific Detail Info
-
Statement of Responsibility
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No other version available

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