IDENTIFIKASI FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PDAM DENGAN MENGGUNAKAN UJI STATISTIK (STUDI KASUS : PELANGGAN PDAM-KOTA BENGKULU)

Gusta Gunawan(1), Wawan Kurniawan(2), Khairul Amri(3),
(1) Universitas Bengkulu, Indonesia
(2) Universitas Bengkulu, Indonesia
(3) Universitas Bengkulu, Indonesia

Abstract


The purpose of this study to determine how much the level of customer satisfaction with the services provided by water drinking regional company (PDAM) of Bengkulu City. Customer satisfaction to clean water services, measured in terms of customer perception in the use of clean water, including water pressure, continuity of water, water quality, and service quality. The research was conducted by distributing questionnaires of 100 respondents. Areas studied as a test site is an area which is distributed by PDAM Surabaya unit, which include Distict of Teluk Segara, Distict of Muara Bangkahulu, and Distict of Sungai Serut. Statistical analysis showed that the water quality variables (X2) be a factor greatly influencing the level of customer satisfaction with a coefficient of 0.427 and the water continuity variables (X3) with acoefficient of 0.276. The level of customer satisfaction with the value 2.340, in the category medium level of satisfaction. The conclusion of the research is to increase the level of customer satisfaction so water drinking regional company (PDAM) of Bengkulu City must pay attention to quality and continuity of water.


Full Text:

PDF

References


Anonim, 1999, Pedoman Penilaian Kinerja Perusahaan Daerah Air Minum,

Keputusan Menteri Dalam Negeri Nomor 47.

Anonim, 2013, Data Jumlah Pelanggan Air PDAM, PDAM Kota Bengkulu.

Anonim, 2013, Data Rekapitulasi Pengaduan Pelanggan, PDAM Kota

Bengkulu.

Consuelo, G. etal. 1993. Pengantar Metode Penelitian. Terjemahan Alimuddin Tuwu. Jakarta : Universitas Indonesia.

Putra C.G.D, 2011, Analisa Kepuasan Pelanggan Pada Perusahaan Daerah Air. Minum (PDAM) di Kabupaten Jembarna. Tesis Universitas Udayana

Denpasar.

Suharyanto, 2012, Analisa Kinerja Jaringan Dan Tingkat Kepuasan Pelanggan PDAM Kota Unggaran Kabupaten Semarang, Tesis Universitas

Diponegoro Semarang.

Wibowo. A.E, 2012, Aplikasi Praktis SPSS Dalam Penelitian, Yogyakarta: Gava Media.

Yuliarmi, N. N. dan Riyasa, P,. 2007. Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Pelanggan Terhadap Pelayanan PDAM Kota

Denpasar, Buletin Studi Ekonomi, Volume 12 Nomor 1, pp 9-28.




DOI: https://doi.org/10.33369/ijts.5.2.1-10

Article Metrics

 Abstract Views : 0 times
 PDF Downloaded : 0 times

Refbacks

  • There are currently no refbacks.


INERSIA partners :

     

INERSIA
Jurnal Teknik Sipil

Program Studi Teknik Sipil, Fakultas Teknik Universitas Bengkulu
Jln. W.R. Supratman, Kandang Limun, Bengkulu
Tlp.+62736-344087, 21170, Ext. 337, Fax +62736-349134
Email: inersia@unib.ac.id

p-ISSN 2086-9045
e-ISSN 2686-5017

 

View My Stats