scholarly journals ANALISIS KEPUASAN PELANGGAN PDAM KOTA DENPASAR DITINJAU DARI ASPEK TEKNIS

1970 ◽  
Author(s):  
Separdi Haja ◽  
I N. Norken ◽  
I Ketut Suputra
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Water Supply ◽  
Gap Analysis ◽  
Technical Aspect ◽  
Life Activity ◽  
Customer Complaints ◽  
Water Supply Company ◽  
Water Meters ◽  
Water Meter

Abstract : Regency Water Supply Company (PDAM) of Denpasar city is one of the PDAM that have a healthy predicate from 2009-2012 based on the results by the assessment Development Support Agency of Water Supply System (BPPSPAM). But in fact many customer complaints are heard in the newspaper and electronic media. From PDAM of Denpasar city annual report in 2013, there were 6,738 cases of complaints regarding service and 83.38 percent came from the technical aspect. This research aims to determine the level of customer satisfaction, the indicators that affect customer satisfaction and indicators affecting what should be improved to increase customer satisfaction reviewed from technical aspect. This research was conducted in Denpasar city with the 398 respondents who are household customer PDAM of Denpasar. The analysis took based on the Importance-Performance analysis and Gap analysis. Importance-Performance analysis resulted in indicators of influence and should be improved to increase customer satisfaction. While the Gap analysis  showed the level of customer satisfaction PDAM of Denpasar city. The majority of customer were dissatisfied with the service received from technical aspects. Shown from the Gap of -1.01 and suitability level of performance and the importance is worth 0.76 (less than 1). The level of customer satisfaction PDAM Denpasar city for complaints of the piping aspect (-1.09) is at a low level satisfaction (-1,059 < I < -1,01), while satisfaction level for the water quality (-0.982), water continuity (-0.975), speed installation of new connections (-1.003) and water meters (-0.973) are at moderate levels of satisfaction(-1,01 < I < -0,961). The indicators that affect customer satisfaction are the clarity of the water, smelly water, flavored water, chemical content, hours of availability of water in the life activity, alertness operators in the installation of new connection, reading the water meter, water meter repair damage, and alertness/speed handling of complaints about the piping. Some performance indicators should be improved by the PDAM of Denpasar city to improve customer satisfaction are the clarity of the water, the smell of the water, the availability of water at life activity, alertness operators in the installation of new connections, water meters repair damage, and alertness/speed handling of complaints about the piping.

The effect of quality service on costumer satisfaction in Bitung Oceanic Fishing Port, Indonesia

2016 ◽  
Vol 4 (1) ◽  
pp. 11
Author(s):  
Recky Pangemanan ◽  
Effendi P. Sitanggang ◽  
Jardie A. Andaki
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Quantitative Methods ◽  
Gap Analysis ◽  
Document Preparation ◽  
Clean Water ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Fish Catch ◽  
Supply Equipment

Title (Bahasa Indonesia): Pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia This study evaluates the effect of service quality on the service users’ utilization in the Ocean Fisheries Port (OFP) of Bitung, Indonesia. It employed 3 quantitative methods,Customer Satisfaction Index (CSI), Importance Performance Analysis and Gap Analysis. From 14 services, there were 13 services categorized as satisfactory services. It means that Ocean Fisheries Port of Bitung has performed well in most of its functions. The unsatisfactory one was clean water service. To increase the users’ level of satisfaction in the OFP of Bitung, improvement needs to be done in the services of ship arrival and departure document preparation, fishing vessel log book inspection, recommendation for subsidized fuel use, fish catch certification, port hygiene, entrance ticket, information building rental, electricity, clean water supply, equipment rental, and mooring. Penelitian tentang pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia, telah dilakukan. Dengan mengunakan 3 metode kuantitatif, yaitu Customer Satisfaction Index (CSI), Importance Performance Analysis dan Gap Analisis, didapat hasil sebagai berikut: dari 14 layanan, terdapat 13 layanan yang mendapatkan predikat puas meskipun tidak ada yang sangat memuaskan. Ini dapat diartikan, bahwa PPS Bitung telah melakukan tugas pokok dan fungsinya dengan baik. Hanya ada satu pelayanan yang kurang memuaskan, yaitu pelayanan air bersih. Untuk meningkatkan kepuasan pengguna jasa/stakeholder di PPS Bitung, maka perbaikan perlu dilakukan terhadap pelayanan persiapan dokumen kedatangan dan keberangkatan kapal, log book penangkapan ikan, rekomendasi bahan bakar minyak solar subsidi, sertifikat hasil tangkapan ikan, kebersihan kolam pelabuhan dan kebersihan pelabuhan, pas masuk, sewa lahan bangunan informasi, jasa listrik, jasa air bersih, sewa peralatan, dan tambat labuh.

scholarly journals Analysis of the water meter management of the urban-rural water supply system

2018 ◽  
Vol 44 ◽  
pp. 00051 ◽  
Author(s):  
Joanna Gwozdziej-Mazur ◽  
Kamil Świętochowski
Keyword(s):  
Water Supply ◽  
Water Demand ◽  
Supply System ◽  
Water Supply System ◽  
Water Losses ◽  
Rural Water Supply ◽  
Rural Water ◽  
Urban Rural ◽  
Water Supply Company ◽  
Water Meter

Water losses in the water supply network pose a continuous challenge for water companies. Already during designing new networks, the designer assumes that the amount of water demand must be increased by a certain percentage (usually by 10% of the total average daily water demand for municipal and industrial purposes) due to the possible occurrence of water losses. Water loss is meant the difference between the amount of water injected into the network and the amount of water used and invoiced, i.e. that brings income for the water supply company. Proper water metering management helps to limit water losses. This paper presents analysis of the water meter management of urban-rural water supply system.

scholarly journals RESPONSIVITAS PELAYANAN PUBLIK DALAM MENANGANI KELUHAN PELANGGAN DI PERUSAHAAN DAERAH AIR MINUM (PDAM) KABUPATEN NGANJUK

2020 ◽  
Vol 2 (1) ◽  
pp. 1-9
Author(s):  
Fega Herdini ◽  
Agus Widiyarta
Keyword(s):  
Qualitative Research ◽  
Data Collection ◽  
Water Supply ◽  
Service Time ◽  
Public Services ◽  
Clean Water ◽  
Customer Data ◽  
Customer Complaints ◽  
Water Supply Company ◽  
A Company

Water Supply Company (PDAM) on Nganjuk Regency is a company engaged in services namely the provision of clean water needs. In its operation, the Nganjuk Regency PDAM is still faced with various problems. This can be seen from the large number of customer complaints related to the provision of clean water needs, looking at problems that occur in the provision of clean water services in Nganjuk Regency, it is important to see how responsive public services are in handling customer complaints so that the services provided are in line with what the community expects as a recipient of services so that better service can be realized. This type of research is qualitative research. The research location is in the Nganjuk District Water Supply Company (PDAM). The focus of this study is based on the size of responsiveness according to Zeithaml cited Hardiyansyah (2018: 63), namely: 1. Responding to each customer, 2. Speed ​​of service, 3. Accuracy of service, 4. Accuracy of officers, 5 Accuracy of service time, 6. Officers respond to all customer. Data collection techniques by observation, interview, and documentation. The results obtained based on 6 indicators used are, there are still some shortcomings such as the lack of response of officers in responding to customer complaints by telephone, there are still obstacles experienced by officers such as the number of technical officers available in the field, the presence of customers is difficult to adjust to the officers, conditions in the field which causes slow handling, and the officer does not provide information about the certainty of time and delay in handling. The conclusion obtained in this study is the responsiveness of services in PDAM Nganjuk Regency is good, but in its implementation there are still some shortcomings.Keywords : Responsiveness, Public services, customer complaints

The Importance Of Customer Satisfaction And Customer Complaint Towards A Better Quality Service Using Six Sigma: An Academic Perspective

2012 ◽  
Author(s):  
Mohamad Nasir Saludin ◽  
Pei Kian Tan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Six Sigma ◽  
Gap Analysis ◽  
Data Gathering ◽  
Satisfaction Level ◽  
Quality Service ◽  
Complaint Management ◽  
Customer Complaints ◽  
Average Value

Tujuan utama penyelidikan ini adalah untuk menguji tahap kepuasan pengguna perpustakaan MMU (Melaka) dan mengenal pasti tahap keefektifan pengurusan aduan yang diamalkan selama ini. Sejumlah 253 sampel berjaya dikumpul daripada 300 borang soal selidik yang diedarkan. Penggunaan borang soal selidik yang berteraskan kepada model SERVQUAL di mana lima dimensi penentuan kualiti perkhidmatan digunakan (tangibles, reliability, responsiveness, assurance dan empathy). Melalui jurang perbezaan antara kepuasan dan jangkaan pelanggan, penyelidik berjaya mengenal pasti tahap kepuasan sebenar pengguna MMU. Soalan tertutup dipilih untuk kedua – dua bahagian, iaitu kepuasan pelanggan dan pengurusan aduan pelanggan. Responden diminta menyatakan tahap kepuasan mereka berdasarkan kepada pengalaman mereka bersama perpustakaan MMU. Kajian ini mendapati bahawa dimensi responsiveness dan empathy mencatat nilai kepuasan terendah di antara pengguna pepustakaan. Langkah penyelesaian dan cadangan telah dikemukakan untuk memperbaiki tahap kualiti perkhidmatan di perpustakaan MMU (Melaka). Six sigma merupakan salah satu alat pengukuran yang digunakan oleh organisasi dalam menghasilkan seunit output atau produk yang mencapai kecacatan sifar. Dalam statistik, sigma (σ) melambangkan variasi yang wujud dalam data. Ia menunjukkan jurang perbezaan antara data dalam distribusi statistik bagi nilai min (purata). Selain itu, six sigma juga mewakili nilai best in class di mana kecacatan yang dicatatkan hanya 3.4 kecacatan dalam jutaan pengeluaran. Kata kunci: Kualiti perkhidmatan; kepuasan pelanggan; SERVQUAL; pengurusan aduan; six sigma The purpose of this study is to evaluate the service quality that Multimedia University library (MMU) Malacca provides to its customers, by measuring the customers’ level of satisfaction and judgment on the importance and effectiveness of customer complaints management system implemented by MMU library. A total of 253 samples were gathered from 300 questionnaires distributed among regular users of MMU library. A questionnaire was designed and used as the data gathering instrument based on the SERVQUAL model which consists of five dimensions (tangibles, reliability, responsiveness, assurance and empathy). The modification of SERVQUAL questionnaires examines the gap between perceived value and expectations of customers’ towards the services provided. The concept of “gap analysis” was applied to indicate actual satisfaction level of customers towards the selected dimensions in the SERVQUAL model. Closed ended questions were selected for both areas, satisfaction and complaint management. Based on a five point Likert scale, respondents are required to rate their satisfaction level according to their experienced with MMU Library. The study found that the dimensions of responsiveness and empathy were at the lowest satisfaction level among MMU students. Recommendations and suggestions are presented in this study to improve the service quality of MMU (Malacca) Library by using the six sigma model. Six sigma is a way to measure the probability that companies can manufacture or produce any given unit of a product (or service) with zero defects. In statistics, sigma (σ) denotes the standard deviation of a set of data. It provides a measure of variability which indicates how all values in a statistical distribution vary from the mean (average) value. Six sigma is the rating that signifies “best in class,” with only 3.4 defects per million units or operations. Key words: Quality service; customer satisfaction; SERVQUAL; complaint management; six sigma

Identifying the impact of incremental innovations on customer satisfaction using a fusion method between importance-performance analysis and Kano model

2013 ◽  
Vol 31 (1) ◽  
pp. 32-52 ◽  
Author(s):  
Gerson Tontini ◽  
Jaime Dagostin Picolo
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Design Methodology ◽  
Gap Analysis ◽  
New Method ◽  
Kano Model ◽  
Attribute Importance ◽  
Content Type ◽  
Customer Dissatisfaction ◽  
The Impact

Purpose – This paper aims to present and compare a new method, improvement gap analysis (IGA), with two different versions of importance-performance analysis (IPA) – original IPA and diagonal IPA – focusing on how each method evaluates the possible impact of incremental innovations on customer satisfaction. Design/methodology/approach – Two studies were carried out, one with users of mobile phones and another with users of a fitness centre. Mobile phone users answered questions about 24 attributes, of which six were incremental innovations at the time of the research. Users of the fitness centre answered questions about 16 attributes, of which three were incremental innovations. Findings – Both case studies show that diagonal IPA overcomes two limitations of original IPA, in terms of IPA's failure to address: the high correlation between stated importance and customer satisfaction and the non-linear relationship between attribute performance and customers’ satisfaction. However, diagonal IPA is unable to identify the possible impact of incremental innovations on customer satisfaction. Thus, IGA is formulated to overcome both the problems with original IPA and the limitation of diagonal IPA. Research limitations/implications – The new method, IGA, uses expected customer dissatisfaction as a measure of attribute relevance. Its relationship with other methods used to evaluate attribute importance should be studied in the future. Originality/value – The paper presents a new method (IGA) that is able to overcome problems of original and diagonal IPA methods and is also able to identify the possible impact of incremental innovations on customer satisfaction.

scholarly journals Analisa kepuasan pelanggan Original Equipment Manufacturing ban motor dengan metode IPA-QFD: Studi kasus di PT. GTB

2020 ◽  
Vol 12 (1) ◽  
pp. 40
Author(s):  
Johan Saputra
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Market Segmentation ◽  
Quality Function Deployment ◽  
Motor Vehicles ◽  
Customer Complaints ◽  
Satisfaction Rate ◽  
Equipment Manufacturing ◽  
Product Sales ◽  
Original Equipment Manufacturing

PT. GTB is a manufacturing company that manufactures tyres for motor vehicles, one of them motorcycle tires. The market segmentation of PT. GTB is an Original Equipment Manufacturing (OEM) market. Based on OEM market segmentation, PT. GTB has two large customer groups that include OEM customers.  The complaint level of the customer for the use of motor tires in 2017 as much as 622 times and year 2018 as much as 352 times.  In an effort to maintain the sustainability of product sales, customer complaints are critical to the company's improvement focus. The purpose of this research is analyzing the types of customers complain the use of motor tires. In the early stages, interviews as a reference for conducting customer satisfaction surveys are further analyzed by the Importance Performance Analysis (IPA) and Quality Function Deployment (QFD) methods.  Based on the results of this research, known customer satisfaction rate of the use of GTB motor tires on average is 3.56 which is lower than the customer's expectation of 4.40. The research has successfully identified seven priority attributes that are considered very important to the customer, which is the input for the company to do the improvement.

scholarly journals PERFORMANCE ANALYSIS OF REGIONAL GOVERNMENT OWNED ENTERPRISES BANK PERKREDITAN RAKYAT MAJATAMA AND THE REGIONAL WATER SUPPLY COMPANY OF THE MOJOKERTO REGENCY GOVERNMENT IN FINANCIAL PERSPECTIVE

2020 ◽  
Vol 28 (3) ◽  
pp. 181-204
Author(s):  
Kariyoto
Keyword(s):  
Performance Analysis ◽  
Water Supply ◽  
Financial Performance ◽  
Practical Implication ◽  
Positive Trend ◽  
Regional Government ◽  
Administrative Costs ◽  
Water Supply Company ◽  
Regional Water ◽  
July August September

Purpose — The purpose of this study is to evaluate the performance of the Mojokerto Regency 2019 Regional Owned Enterprises (BUMD). Design/methodology/approach — The research method used is descriptive qualitative analysis. The stages of preparatory research determine the techniques used in the analysis. The next stage gathers indicators in measuring financial performance. Determine the criteria in accordance with the theory used for financial performance analysis. Collection and analysis of financial data of BPR Majatama and the Regional Water Company. Findings — The results of the study show that Majatama People's Credit Bank Study of the Gross Value of Bad Debt in July, August, September, and October 2019 are safe. Originality/value — This study evaluates the performance of the People's Credit Bank Majatama. It also evaluates the performance of the Regional Water Supply Company and provides performance recommendations. Practical Implication — The calculation of Gross and Net non-performing loans experiences a positive trend and is far from the maximum limit required by Bank Indonesia of 5%. Regional Water Supply Companies in July, August, September, and October 2019, management is advised to control the general administrative costs, increase revenue and reduce operating costs through efficiency and effectiveness to increase profits in the following month.

scholarly journals KINERJA LAYANAN DAN KEPUASAN NASABAH MASA PANDEMI COVID-19 PADA BANK BNI CABANG BOGOR

2021 ◽  
Vol 9 (3) ◽  
Author(s):  
Syarief Gerald Prasetya
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Queuing System ◽  
Service Performance ◽  
Quality Service ◽  
Analysis Method ◽  
Customer Complaints ◽  
Satisfaction Index

The research is aimed at describing service quality and customer satisfaction with PT Bank BNI services during the COVID-19 pandemic. The study used 60 customers to be selected randomly as samples. The analysis method uses Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI). The results of the analysis found that the performance of services provided by PT Bank BNI Bogor Branch has been able to meet the interests of customers by 83.07%. Then it is known that several attributes are the main priority because their performance is still below the interests of customers, namely the queuing system during the Covid-19 pandemic, the speed of customer service during the Covid-19 pandemic, bank operational schedules during the Covid-19 pandemic, guarantees of getting quality service. the Covid-19 pandemic, the completeness of the facilities/equipment provided, the alertness to customer complaints during the Covid-19 pandemic, the speed in resolving the Covid-19 pandemic problems, the readiness to overcome queues during the Covid-19 pandemic and the readiness of officers when needed. From the results of the CSI analysis, it is known that the level of customer satisfaction is 77.61% which is included in the satisfied category. Thus the services provided by PT Bank BNI Bogor Branch during the Covid-19 pandemic can be said to be good but they still have to continue to make improvements so that their service performance is getting better.  

scholarly journals “ANALISIS KEPUASAN PELANGGAN JASA CUCI DENGAN METODE SERVQUAL, ZONE OF TOLERANCE, DAN IMPORTANCE PERFORMANCE ANALYSIS” DI VICHA LAUNDRY, SURABAYA

2019 ◽  
Vol 14 (2) ◽  
pp. 13-21
Author(s):  
Iriani Iriani
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Urban Communities ◽  
High Rate ◽  
Analysis Method ◽  
Service Levels ◽  
Customer Complaints ◽  
Zone Of Tolerance ◽  
Tolerance Method

ABSTRAK Kebutuhan akan jasa yang efisien dan memudahkan untuk melakukan suatu kegiatan sangat dibutuhkan khususnya masyarakat di perkotaan yang mempunyai aktifitas yang tinggi. Sehingga menciptakan sebuah peluang usaha dan persaingan bisnis untuk melakukan pelayanan dengan kualitas yang baik dan memberikan kepuasa kepada pelanggan. Vicha Laundry merupakan sebuah jasa cuci pakaian yang terletak di Surabaya. Sampai saat ini Vicha Laundry beberapa kali menerima keluhan/complain dari pelanggan, yang menunjukkan bahwa pelanggan belum merasa puas dengan pelayanan yang ada sekarang. Untuk mengetahui tingkat kepuasan pelanggan Vicha Laundry maka digunakan metode Servqual dengan 5 dimensi yang digunakan yaitu tangibles, reliability, responsiveness, assurance, dan emphaty. Metode Zone of Tolerance juga digunakan untuk menghitung toleransi antara tingkat pelayanan yang diharapkan dengan tingkat pelayanan minimum. Selanjutnya untuk mengetahui derajat terhadap kinerja digunakan metode Importance Performance Analysis. Dari 15 atribut pelayanan didapatkan hasil perhitungan kepuasan pelanggan yang menunjukkan bahwa kualitas pelayanan tidak memuaskan pelanggan namun pelanggan masih bisa menerimanya. Dan untuk meningkatkan kepuasan pelanggan sebaiknya Vicha Laundry menurunkan harga jasa, menyetrika lebih rapi, memberikan penjelasan yang komunikatif, mendengarkan dan mencatat keluhan pelanggan sehingga bisa ditangani dengan cepat dan tepat, memastikan bahwa pakaian pelanggan tidak hilang/rusak. Kata kunci: Kepuasan Pelanggan, Servqual, Zone of Tolerance, Importance Performance Analysis.   ABSTRACT The demand for efficient and convenient services is especially high in urban communities with a high rate of activities, therefore creating business opportunities and business competitions in conducting services of good quality and provide customer satisfaction. Vicha Laundry is a laundry service located in Surabaya. Until now Vicha Laundry has received complaints from customers several times, which shows that the customer is not satisfied with the current service. To find out the level of customer satisfaction Vicha Laundry, the Servqual method with 5 dimensions is used, namely tangibles, reliability, responsiveness, assurance, and empathy. The Zone of Tolerance method is also used to calculate tolerance between expected service levels and minimum service levels. Furthermore, to determine the degree of performance used the Importance Performance Analysis method. From the 15 service attributes, the results of customer satisfaction calculations show that the quality of service does not satisfy the customer, but the customer can still accept it. And to increase customer satisfaction Vicha Laundry should reduce the price of services, ironing more neatly, provide communicative explanations, listen and record customer complaints so that they can be handled quickly and accurately, ensuring that customer clothing is not lost / damaged. Keywords: Customer Satisfaction, Servqual, Zone of Tolerance, Importance Performance Analysis

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