ANALISIS KEPUASAN PELANGGAN DENGAN MENGGUNAKAN IMPORTANCE-PERFORMANCE ANALYSIS PADA PDAM TIRTA MARTA YOGYAKARTA

Ralina, Transistari (2013) ANALISIS KEPUASAN PELANGGAN DENGAN MENGGUNAKAN IMPORTANCE-PERFORMANCE ANALYSIS PADA PDAM TIRTA MARTA YOGYAKARTA. JURNAL ILMIAH GEMA EKONOMI, 3 (1). pp. 213-224. ISSN 2087-4324

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Abstract

This study aims to determine customer satisfaction with the quality of service of Perusahaan Daerah Air Minum (PDAM) Tirta Marta Yogyakarta using the Importance-Performance Analysis. The quality of service was measured using SERVQUAL dimensions. The analysis has been done by comparing the value of performance and importance on SERVQUAL dimensions namely reliability, responsiveness, assurance, empathy, and tangibles. The data was collected using a questionnaire to 92 PDAM Tirta Marta Yogyakarta customers, including household, social, commercial, institution, and industrial ones. The analysis of each dimension shows that the variables important for customers but the performances have not yet been satisfactory (quadrant 1) are the speed and responsiveness of service, attitude of staff at the counter or engineering officers, as well as office cleaning. Variables that have been performing well and important for customers (quadrant 2) are the ease of registration of new customers and responsiveness accounts payment officer; and employee skills and technical officers in dealing with disruption. Quadrant 3 shows the variables that are less important to the customers and their performances are nothing special could be identified as the recording at home customer complaints officer hospitality, honesty in the process of a new connection, the waiting room comfort, and ease of obtaining user guide. Quadrant 4 is a variable that is less important to customers while its performance has been good are the velocity field officer, the registrar responsiveness, the sensitivity of officer who has recieved complaints, and the parking facilities.

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