“Analisis Kualitas Pelayanan Menggunakan Metode SERVQUAL Pada Perusahaan Daerah Air Minum (PDAM) Surya Sembada Kota Surabaya”

Abstract

This research is a case study on Surya Sembada Municipal Waterworks Surabaya with "Service Quality Analysis Method Using SERVQUAL At the Perusahaan Daerah Air Minum (PDAM) Surya Sembada Surabaya". The method used in this research: the study sample of 100 respondents were taken using stratified random sampling from a population of 507 557 customers. The primary data collected using a questionnaire with Likert scale techniques. Secondary data collection uses literature study and observation. Data analysis using descriptive analysis method with the measurement of customer satisfaction using the percentage level of customer satisfaction and the Cartesian diagram. Discussion of results of research obtain the conclusions as follows: There is Gap between Expectation and the Perception customers towards of service who given by parties PDAM Surya Sembada of Surabaya to its customers namely amounting to (-1.14) which has the significant meaning that the organize service still not yet running with well. The indicators that affect customer satisfaction and still not run well by the PDAM Surabaya, among others: Collateral water quality, water quality consistency, guarantees the smooth flow of water, ease grievances, the speed of the officer in response to customer complaints. Efforts repairs which need to be done to enhance the customer satisfaction based the results of of analysis with using method Servqual is 1) improvement system of integration for PDAM Surabaya who oriented on the interests of customers in order that more easily, more comfortable and are personal. 2) fix operational system with add employees operational that are reliable and gives coaching techniques to employees as well as the utilize usage right technology in order for provide support which effective for PDAM of Surabaya in order that be able obtain competitive advantage.