Analysis of technical evaluation and customer satisfaction of clean water services (case study: PDAM Lematang Enim at Muara Enim Regency, South Sumatra, Indonesia)

• Autorzy: Ningsih Wahyu , Fitriani Heni , Hadinata Febrian

Identyfikatory

DOI

10.22630/srees.4856

• Języki publikacji: EN

Abstrakty

EN

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.

Słowa kluczowe

EN

clean water service; satisfaction; PDAM; water company

• Wydawca: Wydawnictwo Szkoły Głównej Gospodarstwa Wiejskiego w Warszawie
• Czasopismo: Przegląd Naukowy Inżynieria i Kształtowanie Środowiska
• Rocznik: 2023
• Tom: Vol. 32, No. 3
• Strony: 255--269
• Opis fizyczny: Bibliogr. 34 poz., tab., wykr.

Twórcy

autor

Ningsih Wahyu

• Universitas Sriwijaya, Civil Engineering Department, Indonesia

autor

Fitriani Heni

• Universitas Sriwijaya, Civil Engineering Department, Indonesia

• https://orcid.org/0000-0003-1530-1271

autor

Hadinata Febrian

• Universitas Sriwijaya, Civil Engineering Department, Indonesia

• https://orcid.org/0000-0002-9637-006X

Bibliografia

• Affandi, H., Muhammad, Z. & Azmeri, A. (2017). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Perusahaan Daerah Air Minum (PDAM) Tirta Mon Pase Kabupaten Aceh Utara. Jurnal Teknik Sipi, 6 (3), 2017-2308.
• Anggraini, R. I., Shalihati, F., Bachtiar, M. & Suhendi, S. (2020). Communication strategy in handling customer complaints in PDAM Tirta Pakuan Bogor. Business Review and Case Studies, 1 (1), 32. https://doi.org/10.17358/brcs.1.1.32
• Anindya, E. T., Lestari, H. & Rostyaningsih, D. (2022). Pengaruh Kualitas Pelayanan Dan Harga Terhadap Kepuasan Pelanggan (Studi Kasus Pada PDAM Tirta Moedal Kota Semarang). Journal Of Public Policy and Management Review, 11 (1), 18-36.
• Aritonang, L. (2005). Kepuasan Pelanggan. Pengukuran dan Penganalisisan Dengan SPSS. Jakarta: Gramedia.
• Athar, H. S., Sutanto, H., & Kusmayadi, I. (2020). Analysis of consumer perceptions of service quality of drinking water companies. Dinasti International Journal of Management Science, 1 (4), 556-562. https://doi.org/10.31933/dijms.v1i4.190
• Budhi, I. gede kt. T. P. & Sumiari, N. K. (2017). Pengukuran Customer Satisfaction Index Terhadap Pelayanan di Century Gym [Measurement of Customer Satisfaction Index of Service in Century Gym]. Sisfotenika, 7 (1), 25-37.
• Budiyono, B., Pamungkas, C. & Darundiati, Y. H. (2020). The customer satisfaction of the drinking water in the coastal of Semarang and the risk management. E3S Web of Conferences, 202, 05015. https://doi.org/10.1051/e3sconf/202020205015
• Carrard, N., Foster, T. & Willetts, J. (2019). Groundwater as a source of drinking water in southeast Asia and the Pacific: A multi-country review of current reliance and resource concerns. Water, 11 (8), 1605. https://doi.org/10.3390/w11081605
• Denantes, J. & Donoso, G. (2021). Factors influencing customer satisfaction with water service quality in Chile. Utilities Policy, 73, 101295. https://doi.org/10.1016/j.jup.2021.101295
• Dewi, I. M. & Mursyidah, L. (2022). The influence of service quality on customer satisfaction of regional drinking water company (PDAM) Delta Tirta. Indonesian Journal of Public Policy Review, 17, 10.21070. https://doi.org/10.21070/ijppr.v17i0.1243
• Frinaldi, A. & Putri, N. E. (2021). The influence of work culture and work quality on service quality: study at Padang City government, West Sumatera Province. Advances in Social Science, Education and Humanities Research, 563, 1-6. https://doi.org/10.2991/assehr.k.210618.001
• Golmohammadi, A., Havakhor, T., Gauri, D. K. & Comprix, J. (2021). Complaint publicization in social media. Journal of Marketing, 85 (6), 1-23. https://doi.org/10.1177/00222429211002183
• Gunawan, I. (2022). Customer Loyalty: The effect customer satisfaction, Experiential marketing and product quality. KINERJA: Jurnal Manajemen Organisasi Dan Industri, 1 (1), 35-50.
• Hakim, L. N. (2021). Effect of product quality and service quality on customer loyalty with customer satisfaction as an intervenning variables (case study on the Tirta Jasa Lampung Selatan regional company (PDAM)). Economit Journal: Scientific Journal of Accountancy, Management and Finance, 1 (1), 48-56. https://doi.org/10.33258/economit.v1i1.374
• Hermawati, A. (2022). The influence of complaint handling, marketing communication and trust on loyalty (marketing management literature review). Dinasti International Journal of Management Science, 4 (2), 286-296. https://doi.org/https://doi.org/10.31933/dijms.v4i2
• Kotler, P. & Armstrong, G. (2010). Marketing Principles. Jakarta: Erlangga.
• Latupeirissa, A. N. & Latupeirissa, J. (2022). Analysis of physical and chemical quality of PDAM water in Teluk Ambon Baguala sub-district. Jurnal Penelitian Pendidikan IPA, 8 (3), 1314–-1319. https://doi.org/10.29303/jppipa.v8i3.1535
• Liang, T. P. & Turban, E. (2011). Introduction to the special issue social commerce: a research framework for social commerce. International Journal of Electronic Commerce, 16 (2), 514. https://doi.org/10.2753/JEC1086-4415160201
• Lyimo, B. J. & Gindo, G. (2022). Water supply and sanitation services towards customer satisfaction. Olva Academy - School of Researchers, 4 (1), 96-106. Retrieved from: https://www.researchgate.net/publication/359204021 [accessed: 31.03.2023].
• Novita, E., Pradana, H. A., Purnomo, B. H. & Puspitasari, A. I. (2020). River water quality assessment in East Java, Indonesia. Journal of Water and Land Development, 47 (1), 135-141. https://doi.org/10.24425/jwld.2020.135040
• Nyabundi, H. O., Aliata, L. & Odondo, A. (2021). Effect of tangibility on customer satisfaction among micro finance banks customers in Kenya. European Journal of Business and Strategic Management, 2 (15), 15-20. https://doi.org/10.47604/ejbsm.1415
• Pardiyono, R. & Puspita, H. D. (2020). Measurement of student satisfaction using Customer Satisfaction Index (CSI). Journal of Research in Business, Economics, and Education, 2 (6), 1493-1499. Retrieved from: https://e-journal.stie-kusumanegara.ac.id/index.php/jrbee/article/view/212 [accessed: 31.03.2023].
• Purwono, P., Ristiawan, A., Ulya, A. U., Matin, H. A. A. & Ramadhan, B. S. (2019). Physical-chemical quality analysis of Serayu River water, Banjarnegara, Indonesia in different seasons. Sustinere: Journal of Environment and Sustainability, 3 (1), 39-47. https://doi.org/10.22515/sustinere.jes.v3i1.83
• Qazi, A., Tamjidyamcholo, A., Raj, R. G., Hardaker, G. & Standing, C. (2017). Assessing consumers’ satisfaction and expectations through online opinions: Expectation and disconfirmation approach. Computers in Human Behavior, 75, 450-460. https://doi.org/10.1016/j.chb.2017.05.025
• Rachman, T. (2018). Perilaku Konsumtif. Angewandte Chemie International Edition, 6 (11), 951-952.
• Ridha, M. A., Marisa, A. & Marpaung, B. O. Y. (2020). Analysis of customer satisfaction level factors on service of PDAM Tirtanadi in Padang Bulan branch. IOP Conference Series: Earth and Environmental Science, 452 (1), p.012079. https://doi.org/10.1088/1755-1315/452/1/012079
• Rusmiyati & Hartono, S. (2022). The influence of product quality, brand image and promotion on financing decision with customer interest as mediating variable. Journal of Consumer Sciences, 7 (1), 20-33. https://doi.org/10.29244/jcs.7.1.20-33
• Setyaningrum, F. E. (2020). Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods of exclusive matte lip cream. Indonesian Journal of Industrial Engineering & Management, 1 (2), 116126. Retrieved from: http://publikasi.mercubuana.ac.id/index.php/ijiem [accessed: 31.03.2023].
• Siregar, D. S. & Syahril, M. (2020). Pelathian budidaya sorgum untuk pakan ternak sapi. Global Science Society: Jurnal Ilmiah Pengabdian Kepada Masyarakat, 2 (1), 295-299. Retrieved from: https://ejurnalunsam.id/index.php/gss/article/view/2025 [accessed: 31.03.2023].
• Syahsudarmi, S., Tinggi, S. & Riau, I. E. (2022). The influence of service quality on customer satisfaction: a case study. International Journal of Indonesian Business Review, 1 (1), 202. https://doi.org/10.54099/ijibr.v1i1.2
• Tijjang, B., Nurfadhilah, N. & Putra, P. (2020). Product and Service Quality Towards Customer Satisfaction Refilled Drinking Water in Indonesia. Li Falah: Jurnal Studi Ekonomi Dan Bisnis Islam, 5 (2), 90-101. https://doi.org/10.31332/lifalah.v5i2.2232
• Wahyudi, R. S., Wahyudi, S. I. & Subagya, P. H. (2020). Water quality evaluation used to function feasibility case study on Baboan river in Semarang, Central Java, Indonesia. IOP Conference Series: Earth and Environmental Science, 612 (1), p. 012034. https://doi.org/10.1088/1755-1315/612/1/012034
• Wang, L., Zhang, L., Lv, J., Zhang, Y. & Ye, B. (2018). Public awareness of drinking water safety and contamination accidents: a case study in Hainan Province, China. Water (Switzerland), 10 (4), 446. https://doi.org/10.3390/w10040446
• Widodo, T., Budiastuti, S. M. T. & Komariah (2019). Water Quality and Pollution Index in the Grenjeng River, Boyolali Regency, Indonesia. Caraka Tani: Journal of Sustainable Agriculture, 34 (2), 150–161. https://doi.org/10.20961/carakatani.v34i2.29186