Analisis Tingkat Kepuasan Pelanggan Air Minum PT. Adhya Tirta Batam (Studi Kasus : Tiban Lama)

Meidiyati, Anisya Thersna (2018) Analisis Tingkat Kepuasan Pelanggan Air Minum PT. Adhya Tirta Batam (Studi Kasus : Tiban Lama). Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Perusahaan Daerah Air Minum (PDAM) PT. Adhya Tirta Batam adalah suatu perusahaan daerah yang berwewenang dalam menyediakan kebutuhan dari konsumsi air bersih bagi masyarakat Kota Batam. Evaluasi kepuasan dari pelanggan sangat penting untuk dilakukan sebagai salah satu upaya untuk melihat tingkat kinerja PDAM Adhya Tirta Batam. Penelitian ini dilaksanakan mulai dari bulan April sampai dengan Juni 2018 di PT. Adhya Tirta Batam dan Perumahan Tiban Lama, Batam. Data yang digunakan dalam penelitian ini adalah data primer dan data sekunder. Data primer diperoleh dengan cara wawancara dan pengisian kuisioner oleh 100 pelanggan PT. Adhya Tirta Batam. Analisis data menggunakan dimensi (reliability, assurance, tangible, empathy, responsiveness). Pengolahan analisis data dengan menggunakan Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI) dengan menggunakan komputer. Pelanggan PT. Adhya Tirta Batam di wilayah Tiban Lama memiliki karakteristik sebagai berikut: reponden terbanyak adalah dengan jenis kelamin perempuan (65%), jumlah anggota keluarga 2-4 orang (80%), berpendidikan terakhir SMA (40%), bekerja sebagai ibu rumah tangga (30%), memiliki pendapatan perbulan Rp. 1.500.000 – Rp. 2.500.000 (32%), status kepemilikan rumah tinggal adalah milik pribadi (81%). Analisis IPA dilakukan terhadap mutu produk dan kualitas pelayanan yang terbagi dalam 4 kuadran, yaitu kuadran A (dinilai sangat penting tapi kinerja belum memuaskan), kuadran B (dinilai sangat penting dan sudah memuaskan), kuadran C (dinilai kurang penting dan kurang memuaskan), dan kuadran D (dinilai kurang penting tetapi sangat memuaskan). Penilaian pelanggan terhadap pelayanan PT. Adhya Tirta Batam pada mutu produk air minum adalah sangat puas (0,81 – 1,0) dengan nilai CSI (Costumer Satisfaction Index) sebesar 85,88 % atau 0,8588. Penilaian pelangan terhadap kualitas pelayanan PT. Adhya Tirta Batam termasuk dalam kriteria puas (0,66 – 0,80) dengan nilai CSI (Costumer Satisfaction Index) sebesar 75,471 % atau 0,75471. Kata Kunci : Analisis, Kepuasan, Pelanggan, PDAM, CSI, IPA ********************************************************************** Adhya Tirta Batam Company is a private company with authority in providing clean water consumption for the people of Batam City. Evaluation of customer satisfaction is very important to be done as an effort to see the level of performance of PT. Adhya Tirta Batam. This research was conducted to determine the level of customer satisfaction. This research was conducted from April to June 2018 at Adhya Tirta Batam Company and Tiban Lama Housing, Batam. The data used in this study are primary data and secondary data. Primary data was obtained by interviewing and filling out questionnaires by 100 customers of PT. Adhya Tirta Batam. Data analysis uses dimensions (reliability, assurance, tangible, empathy, responsiveness). Processing data analysis using Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI) using a computer. Customers of Adhya Tirta Batam Company in the Tiban Lama region has the following characteristics: the highest number of respondents is female (65%), the number of family members is 2-4 people (80%), the most recent high school education (40%), working as a housewife ( 30%), has a monthly income of Rp. 1,500,000 - Rp. 2,500,000 (32%), the ownership status of a residence is private property (81%). The IPA analysis is carried out on product quality and service quality which is divided into four quadrants, namely quadrant A (considered very important but not satisfactory), quadrant B (considered very important and satisfying), quadrant C (considered less important and unsatisfactory), and quadrant D (considered less important but very satisfying). Customer assessment of the services of PT. Adhya Tirta Batam on the quality of drinking water products was very satisfied (0.81 - 1.0) with a CSI (Costumer Satisfaction Index) of 85.88% or 0.8588. Assessment of customers on the quality of services of PT. Adhya Tirta Batam is included in the criteria of satisfaction (0.66 - 0.80) with a CSI (Customer Satisfaction Index) value of 75.471% or 0.75471. Keywords: Analysis, Satisfaction, Customers, CSI, IPA

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