eprintid: 47136
rev_number: 10
eprint_status: archive
userid: 12259
dir: disk0/00/04/71/36
datestamp: 2021-11-24 04:08:42
lastmod: 2021-11-24 04:08:42
status_changed: 2021-11-24 04:08:42
type: thesis
metadata_visibility: show
creators_name: Dosep Guritno, NIM. 17106060013
title: ANALISIS KUALITAS PELAYANAN PDAM TIRTA ANOM BERDASARKAN KEPUASAN PELANGGAN
ispublished: pub
subjects: TA
divisions: jur_tind
full_text_status: restricted
keywords: Service Quality; Customer Satisfaction; Customer Satisfaction Index; Importance Performance Analysis; TRIZ
note: Dr. Cahyono Sigit Pramudyo, S.T., M.T.
abstract: The increasing population of Indonesia causes the need for clean water to increase. Clean water is a primary human need that its availability is very important. PDAM Tirta Anom is a clean water supply company that supplies the Banjar Patroman City area. Since it was established in 2004, the service quality of PDAM Tirta Anom is still being complained by customers so that it becomes a spotlight to be improved. The research was conducted to determine how much the level of customer satisfaction with services provided by PDAM Tirta Anom thoroughly, identify and provide ideal solutions for service attributes that are priority improvements. The research uses the Customer Satisfaction Index and Importance Performance Analysis methods to identify the level of customer satisfaction and determine service attributes that are priority improvements, and the TRIZ method is also used to recommend the improvements. The results showed that the percentage of CSI value was 81.20% which indicated that the service quality of PDAM Tirta Anom is good. The service attributes that require to be improved are; customers get service information easily (A15), the company supplies clean water with good quality (A17), the company handles customer complaints swiftly (A06), and the company supplies clean water evenly and stably (A18). The recommendations of ideal solutions are based on inventive principles number 10 (preliminary action) and 15 (dynamics).
date: 2021-08-10
date_type: published
pages: 124
institution: UIN SUNAN KALIJAGA YOGYAKARTA
department: FAKULTAS SAINS DAN TEKNOLOGI
thesis_type: skripsi
thesis_name: other
citation:   Dosep Guritno, NIM. 17106060013  (2021) ANALISIS KUALITAS PELAYANAN PDAM TIRTA ANOM BERDASARKAN KEPUASAN PELANGGAN.  Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.   
document_url: https://digilib.uin-suka.ac.id/id/eprint/47136/1/17106060013_BAB-I_IV-atau-V_DAFTAR-PUSTAKA.pdf
document_url: https://digilib.uin-suka.ac.id/id/eprint/47136/2/17106060013_BAB-II_sampai_SEBELUM-BAB-TERAKHIR.pdf