Measuring Customer Satisfaction with the Service Quality of PDAM Tirta Satria, Banyumas

Abstract

According to data from the Indonesian Statistics Agency, the number of PDAM users in Banyumas Regency in 2023 was 52.5%. Good PDAM service can be seen from customer satisfaction with the performance of PDAM Tirta Satria Banyumas Regency. Many customers have complained about PDAM Tirta Satria, which means that the customer is less satisfied with the provided services. It is necessary to improve performance. However, to increase customer satisfaction, the services provided by PDAM Tirta Satria still need to be addressed, such as services that are not fast and precise, as well as various other indicators. This can be seen from the number of gaps calculated using the Servqual method, and the Cartesian diagram shows the main priority to be improved. According to the data agency, this study aims to measure customer satisfaction with the services and performance that PDAM Tirta Satria Banyumas has carried out. The method used is quantitative, with 204 respondents being various PDAM Tirta Satria Banyumas Regency customers. The data were analyzed using reliability and validity tests to prove that the data used were valid and reliable. The results showed that five dimensions need improvement: responsiveness, empathy, assurance, communication, and physical evidence. There needs to be an improvement in the quality of customer service through staff training and providing communication channels to improve the customer complaint handling system to be more responsive and timely.