Penilaian Kepuasan Pelanggan Terhadap Layanan Air Bersih di Kota Jakarta Pusat

Anggarini, Fellyta Zahrah (2023) Penilaian Kepuasan Pelanggan Terhadap Layanan Air Bersih di Kota Jakarta Pusat. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Air merupakan sumber energi terpenting dan kebutuhan dasar insan di dunia. Produktivitas makhluk hidup sangat bergantung pada air lantaran air merupakan hal mendasar bagi kelangsungan siklus hidup di alam semesta. Di Provinsi DKI Jakarta, Kota Jakarta Pusat memiliki kepadatan penduduk paling tinggi. Karena padatan penduduk yang tinggi, persentase perubahan penggunaan lahan terbuka akan meningkat, mengakibatkan pemukiman yang mengurangi jumlah lahan terbuka hijau dan resapan air dan berdampak pada pelayanan air bersih baik berupa jumlah kebutuhan air yang meningkat, cakupan pelayanan dan sebagainya. Di satu sisi, target capaian untuk layanan air bersih sudah masuk didalam perencanaan pembangunan dalam RPJMN Provinsi DKI Jakarta Tahun 2020 – 2024 dan rencana kerja PAM Jaya, namun di sisi lain, masih terdapat kesenjangan pada capaian kinerja layanan PAM Jaya. Masyarakat sebagai konsumen PAM Jaya memiliki persepsi terhadap layanan PAM Jaya, namun persepsi tersebut belum menjadi bagian dari capaian kinerja PAM Jaya. Untuk itu perlu diketahui kondisi faktual baik melalui kepuasan pelanggan maupun pencapaian dan target kinerja PAM Jaya dalam layanan air bersih.
Penelitian ini menggunakan metode deskriptif kualititaf dengan menggunakan analisis deskriptif untuk mengidentifkasi kondisi eksisting layanan air bersih. Teknik deskriptif statistik menggunakan skala Likert untuk mengkaji tingkat kepuasaan pelanggan air bersih dan teknik analisis deskriptif untuk menentukan kriteria kepuasan pelanggan. Hasil penelitian menunjukkan bahwa tingkat kepuasan pelanggan secara kesuluruhan terhadap layanan air bersih di kota Jakarta Pusat adalah tidak puas dikarenakan masih terdapat aspek – aspek yang kurang menjadi prioritas dan perhatian dalam penyusunan kinerja perusahaan maupun dalam target pemerintah dalam layanan air bersih.
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Water is the most important source of energy and basic human needs in the world. The productivity of living things is very dependent on water because water is fundamental for the continuity of the life cycle in the universe. Central Jakarta City has the highest population density in DKI Jakarta Province. High population density will increase the percentage of changes in open land use, into settlements which reduce the amount of water absorption and green open land and have an impact on clean water services in the form of increased water demand, service coverage and so on. On the one hand, the achievement targets for clean water services have been included in the development planning in the DKI Jakarta Provincial RPJMN for 2020-2024 and the PAM Jaya work plan, but on the other hand, there are still gaps in the performance achievements of PAM Jaya services. The community as PAM Jaya consumers have perceptions of PAM Jaya services, but these perceptions have not yet become part of PAM Jaya's performance achievements. For this reason, it is necessary to know the factual conditions both through customer satisfaction and PAM Jaya's achievement and performance targets in clean water services.
This study used a qualitative descriptive method using descriptive analysis to identify the existing condition of clean water services. Statistical descriptive techniques use a Likert scale to measure the level of customer satisfaction of clean water and descriptive analysis techniques to determine customer satisfaction criteria. The results of the study show that the overall level of customer satisfaction with clean water services in the city of Central Jakarta is not satisfied because there are still aspects that are less a priority and concern in preparing company performance and in government targets for clean water services.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Layanan Air Bersih, Kepuasan Pelanggan, Kota Jakarta Pusat, Clean water services, customer satisfaction, Central Jakarta City
Subjects:	H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction T Technology > TD Environmental technology. Sanitary engineering > TD259.2 Drinking water. Water quality
Divisions:	Faculty of Civil, Planning, and Geo Engineering (CIVPLAN) > Regional & Urban Planning > 35201-(S1) Undergraduate Thesis
Depositing User:	Fellyta Zahrah Anggarini
Date Deposited:	17 Jan 2024 08:51
Last Modified:	17 Jan 2024 08:51
URI:	http://repository.its.ac.id/id/eprint/101946

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