ANALISA KINERJA DAN TINGKAT KEPUASAN PELANGGAN PDAM KOTA UNGARAN KABUPATEN SEMARANG

Abstract

The need for water supply always increases with population growth and development of the region, demanding PDAM Semarang able to provide a better service to their communities. The issue of high rate of leak, the high discharge capacity untapped and range of services is still very low which is a major problem for the Semarang District PDAM 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 supply. 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 camplaints handling and accuracy of water meter readings. The results of the performance assesment of water services which refers to two normative rules, namely No.47 of 1999 Kepmendagri obtain the final value of 58.16 is included in the category of adequate and appropriate criteria BPPSPAM obtain the final value of 2.055 is included in the healthy category. From the results of the performance analisia taps and customer satisfaction level analysis shows that there are some indicators of corporate performance and customer satisfaction needs to be improved and enhanced. Key words: customer satisfaction, service performance.