ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN DI PDAM BULELENG CABANG KUBUTAMBAHAN

Abstract

In order to realize the quality of service for which the PDAM Buleleng motto of "Serving with excellence", it is necessary to analyze the quality of service to customer satisfaction in Buleleng PDAM Branch office Kubutambahan. This study aims to determine the service quality PDAM Buleleng Branch Office Kubutambahan to customer satisfaction seen from the dimensions of tangible, reliability, responsiveness, assurance and empathy, to determine the factors - factors that need to be maintained to improve the quality of service. Analysis of the data is Importance - Performance Analysis where the conformity of the highest on the attributes of the number 2 at 93.25%. While the lowest suitability value contained in the attribute number 15 amounted to 85.28%. Based on the placement of the attribute in each quadrant, the attributes that are in quadrant A is the number attribute 6,8,9,14 and 15. Attributes in quadrant B are 1,2,3,4,5 and 7. Quadrant C is 11.12 and 13. Quadrant D are attributes of the number 10. From the analysis of Customer Satisfaction Index values obtained 77.72% or 0.7772. That s, consumers and customers are satisfied with the service they received at the office of Buleleng PDAM Branch Kubutambahan because their satisfaction with the performance index PDAM Branch Buleleng Kubutambahan be in the range 0.66 to 0.80.

Keywords: Tangible, reliability, responsiveness, assurance, empathy and customer
satisfaction