Analysis of technical evaluation and customer satisfaction of clean water services (case study: PDAM Lematang Enim at Muara Enim Regency, South Sumatra, Indonesia)
The availability of clean water is the responsibility of the local government to the community by one of the regional-owned companies known as the regional drinking water company (Perusahaan Daerah Air Minum – PDAM). The company performance will greatly affect community satisfaction. This study aim...
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| Format: | Article |
| Language: | English |
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Warsaw University of Life Sciences
2023-07-01
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| Series: | Przegląd Naukowy Inżynieria i Kształtowanie Środowiska |
| Subjects: | |
| Online Access: | https://srees.sggw.edu.pl/article/view/4856 |
| _version_ | 1827809177420955648 |
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| author | Wahyu NINGSIH Heni FITRIANI Febrian HADINATA |
| author_facet | Wahyu NINGSIH Heni FITRIANI Febrian HADINATA |
| author_sort | Wahyu NINGSIH |
| collection | DOAJ |
| description |
The availability of clean water is the responsibility of the local government to the community by one of the regional-owned companies known as the regional drinking water company (Perusahaan Daerah Air Minum – PDAM). The company performance will greatly affect community satisfaction. This study aims to analyze the performance of PDAM Lematang Enim and assess customer satisfaction with them. The data used in this study were collected through laboratory analysis and direct surveys of the community. The data were then analyzed using quantitative statistical methods. Customer satisfaction index (CSI) analysis and quadrant analysis are used to map customer satisfaction with the services provided. The CSI score showed that a value of 66.14 can be grouped in the satisfied category. The level of customer satisfaction with the services provided by PDAM Lematang Enim can be categorized as good. Strategies for increasing customer satisfaction are formulated through strength, weaknesses, opportunities, and threats (SWOT) analysis. The results of the analysis show that customer satisfaction is included in the satisfied category. Water quality variables include that water does not smell and tastes quite good, but customers still feel that the water they receive has a different color. Strategies that can be implemented to increase customer satisfaction include focusing on increasing the most important variables according to customers, reducing spending on less important variables, and optimizing the use of appropriate technology.
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| first_indexed | 2024-03-11T22:38:14Z |
| format | Article |
| id | doaj.art-bef00d2c98b34ec69f899873b0c1ef46 |
| institution | Directory Open Access Journal |
| issn | 1732-9353 2543-7496 |
| language | English |
| last_indexed | 2024-03-11T22:38:14Z |
| publishDate | 2023-07-01 |
| publisher | Warsaw University of Life Sciences |
| record_format | Article |
| series | Przegląd Naukowy Inżynieria i Kształtowanie Środowiska |
| spelling | doaj.art-bef00d2c98b34ec69f899873b0c1ef462023-09-22T11:31:11ZengWarsaw University of Life SciencesPrzegląd Naukowy Inżynieria i Kształtowanie Środowiska1732-93532543-74962023-07-0132310.22630/srees.4856Analysis of technical evaluation and customer satisfaction of clean water services (case study: PDAM Lematang Enim at Muara Enim Regency, South Sumatra, Indonesia)Wahyu NINGSIH0Heni FITRIANI1Febrian HADINATA2Universitas Sriwijaya, Civil Engineering Department, IndonesiaUniversitas Sriwijaya, Civil Engineering Department, IndonesiaUniversitas Sriwijaya, Civil Engineering Department, Indonesia The availability of clean water is the responsibility of the local government to the community by one of the regional-owned companies known as the regional drinking water company (Perusahaan Daerah Air Minum – PDAM). The company performance will greatly affect community satisfaction. This study aims to analyze the performance of PDAM Lematang Enim and assess customer satisfaction with them. The data used in this study were collected through laboratory analysis and direct surveys of the community. The data were then analyzed using quantitative statistical methods. Customer satisfaction index (CSI) analysis and quadrant analysis are used to map customer satisfaction with the services provided. The CSI score showed that a value of 66.14 can be grouped in the satisfied category. The level of customer satisfaction with the services provided by PDAM Lematang Enim can be categorized as good. Strategies for increasing customer satisfaction are formulated through strength, weaknesses, opportunities, and threats (SWOT) analysis. The results of the analysis show that customer satisfaction is included in the satisfied category. Water quality variables include that water does not smell and tastes quite good, but customers still feel that the water they receive has a different color. Strategies that can be implemented to increase customer satisfaction include focusing on increasing the most important variables according to customers, reducing spending on less important variables, and optimizing the use of appropriate technology. https://srees.sggw.edu.pl/article/view/4856clean water servicesatisfactionPDAMwater company |
| spellingShingle | Wahyu NINGSIH Heni FITRIANI Febrian HADINATA Analysis of technical evaluation and customer satisfaction of clean water services (case study: PDAM Lematang Enim at Muara Enim Regency, South Sumatra, Indonesia) Przegląd Naukowy Inżynieria i Kształtowanie Środowiska clean water service satisfaction PDAM water company |
| title | Analysis of technical evaluation and customer satisfaction of clean water services (case study: PDAM Lematang Enim at Muara Enim Regency, South Sumatra, Indonesia) |
| title_full | Analysis of technical evaluation and customer satisfaction of clean water services (case study: PDAM Lematang Enim at Muara Enim Regency, South Sumatra, Indonesia) |
| title_fullStr | Analysis of technical evaluation and customer satisfaction of clean water services (case study: PDAM Lematang Enim at Muara Enim Regency, South Sumatra, Indonesia) |
| title_full_unstemmed | Analysis of technical evaluation and customer satisfaction of clean water services (case study: PDAM Lematang Enim at Muara Enim Regency, South Sumatra, Indonesia) |
| title_short | Analysis of technical evaluation and customer satisfaction of clean water services (case study: PDAM Lematang Enim at Muara Enim Regency, South Sumatra, Indonesia) |
| title_sort | analysis of technical evaluation and customer satisfaction of clean water services case study pdam lematang enim at muara enim regency south sumatra indonesia |
| topic | clean water service satisfaction PDAM water company |
| url | https://srees.sggw.edu.pl/article/view/4856 |
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