International Journal of Academic Management Science Research (IJAMSR)   Year: 2023 | Volume: 7 | Issue: 2 | Page No.: 108-114 Analysis of Satisfaction Level of Service Users of PDAM Surya Sembada Surabaya Download PDF Fanni Dwi Pratiwi, Ardi Kurniawan, Sediono, Sa'idah Zahrotul Jannah Abstract: PDAM Surya Sembada Surabaya is the only company that manages drinking water in Surabaya. However, in practice, there are still deficiencies in the PDAM services. It can cause a lack of satisfaction from PDAM customers. Therefore, this study aims to analyze the satisfaction level of PDAM service customers and determine the priority strategies that must be carried out by the PDAM. The methods used in this research are Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA). Samples were taken directly from 125 respondents who are PDAM customers. The results showed that the CSI value was 87.3% which means that the customers of PDAM Surya Sembada are very satisfied with the service. Then the IPA analysis showed that ten attributes are in Quadrant I, two attributes in Quadrant II, seven attributes in Quadrant III, and five attributes in Quadrant IV.