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| Customer Satisfaction Analysis of PDAM Surya Sembada Water with Customer Satisfaction Index, Importance Performance Analysis, and Kano Methods
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Melin Dwi Safitri, Ardi Kurniawan, Sediono, Suliyanto, Elly Ana
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Abstract:
Recorded by Dinkominfo Surabaya during 2021, PDAM Surya Sembada received many complaints from customers. The service performance of PDAM Surya Sembada is still considered poor in dealing with issues of quality and distribution of water to the people of Surabaya. Some complaints are still very often experienced by the community related to poor water quality; odor and cloudiness, unstable duration and discharge of running water, and water accessibility that has not fully met the needs. The PDAM is also considered to have not provided quick and responsive action in handling public complaints. This problem can be minimized if PDAM Surya Sembada continues to innovate to improve its services, one of which is by knowing the level of customer satisfaction with the accessibility, quality, and quantity of water distributed. Therefore, in this study the authors want to analyze the priority of improvement strategy according to customer satisfaction of PDAM Surya Sembada water using the Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), and Kano methods. The level of customer satisfaction for water from PDAM Surya Sembada is obtained from the results of the CSI calculation of 75.064%. This value is in the value interval of 66-80 (%) which means that the customer is satisfied with PDAM Surya Sembada water. Furthermore, the IPA and Kano analysis were carried out on the dimensions of Water Quality, Water Continuity, Water Pressure and Quantity, Integrity of Pipe Network, Cost of Water, Professionalism, and Information which consisted of 24 variables in 124 respondents. The results of the IPA analysis show that 7 variables are in quadrant I, 5 variables are in quadrant II, 9 variables are in quadrant III, and 3 variables are in quadrant IV. Based on Kano's analysis, there are 5 variables included in the One dimensional (O) category, 1 variable including the Attractive category (A), and 18 variables including the Must be category (M). Furthermore, the IPA-Kano integration is carried out to determine strategic priorities that must be carried out by the PDAM, namely maintaining performance on the variable Smooth flow at minimum hours of night use (20.00 - 04.00), PDAM staff are friendly and responsive, Ease of listing new installations, and Information related to water outages.
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