ANALISA KINERJA JARINGAN DAN TINGKAT KEPUASAN PELANGGAN PDAM KOTA UNGARAN KABUPATEN SEMARANG

Abstract

ABSTRACT Along with population growth and development of the region, the need for water supply both in urban and in rural areas is increasing. PDAM Semarang in charge and responsible for water supply in the city of Ungaran expected to provide a better service to their communities. The problems of water leakage rate, high discharge capacity untapped and range of services that are still very low is a major problem for PDAM Semarang in water supply for the City of Ungaran. Similarly on the question of the level of customer satisfaction and service performance should be analyzed so that companies can know the goals and strategies in improving water services to the community. Customer satisfaction to water supply services, measured in terms of customer perception in the use of water including water pressure, water continuity, water quality, adequacy of water use, quality of complaints handling, water meter reading accuracy and attitude of staff. The analysis showed that customer satisfaction in the category of high levels of satisfaction are strongly influenced by water pressure, adequacy of water use, quality of complaints handling and accuracy of water meter readings. From the results of performance assessment of water services which refers to two normative rules, namely Kepmendagri No.47, 1999 of the operational aspects of the assessment, financial aspects and administrative aspects of obtaining the final value of 58.16 is included in the category enough. And assessment of performance against assessment criteria BPPSPAM of technical, financial and management areas obtain the final value of 2.055 is included in the healthy category. Based on the analysis of customer satisfaction showed a close relationship with several indicators of corporate performance, particularly as measured from the operational and technical aspects. The better performance of the company, will increase customer confidence and a sense of customer satisfaction. From the analysis, assessment of performance of the company gained considerable value to the category of taps and healthy enough, but the impact on customer satisfaction levels are assessed in the category of high levels of satisfaction. This condition indicates that there are some indicators of corporate performance and customer satisfaction needs to be improved and enhanced.