Anastasya, Rafidah Amelia (2024) Peningkatan Kepuasan Pelanggan Dengan Menggunakan Metode Pendekatan Service Performance Dan Importance Performance Analysis (IPA) di Perumda Delta Tirta Sidoarjo. Undergraduate thesis, UPN Veteran Jawa Timur.
![[img]](https://repository.upnjatim.ac.id/style/images/fileicons/text.png) |
Text (Cover)
20032010171-Coverr.pdf Download (1MB) |
|
Text (BAB 1)
20032010171-Bab 1.pdf Download (260kB) |
|
Text (BAB 2)
20032010171-Bab 2.pdf Restricted to Registered users only until 17 July 2026. Download (418kB) |
|
Text (BAB 3)
20032010171-Bab 3.pdf Restricted to Registered users only until 17 July 2026. Download (304kB) |
|
Text (BAB 4)
20032010171-Bab 4.pdf Restricted to Registered users only until 17 July 2026. Download (441kB) |
|
Text (BAB 5)
20032010171-Bab 5.pdf Download (108kB) |
|
Text (Daftar Pustaka)
20032010171-Daftar Pustaka.pdf Download (258kB) |
|
Text (Lampiran)
20032010171-Lampiran.pdf Restricted to Registered users only until 17 July 2026. Download (955kB) |
Abstract
The Regional Public Company (Perumda) Delta Tirta Sidoarjo is a Regional Owned Enterprise (BUMD) which carries out and fulfills the clean water needs of the people of Sidoarjo Regency. Perumda Delta Tirta Sidoarjo determines water usage every month based on customer grouping rates. Customer groupings include places of worship, orphanages or foundations, hospitals, government agencies, government agencies, and several other places. Of the total number of Perumda Delta Tirta Sidoarjo customers in 2022 which reached 171,326 people, many customers still complain about the service provided by Perumda Delta Tirta Sidoarjo. There are complaints about dirty water quality. It can be seen from the results of the Google review rating of Perumda Delta Tirta Sidoarjo that many reviewers gave 1 star, which means they are not satisfied with the service provided by Perumda Delta Tirta Sidoarjo. Based on these problems, this research was carried out to further examine how the services provided by Perumda Delta Tirta Sidoarjo, measure the performance of the services provided so that they are able to provide customer satisfaction using the Service Performance and Importance Performance Analysis (IPA) methods. The aim of this research is to determine the level of customer satisfaction with service quality at Perumda Delta Tirta Sidoarjo. Primary data obtained from this research is the result of distributing questionnaires to 100 respondents who are active customers of Perumda Delta Tirta Sidoarjo. Questionnaires distributed to respondents were calculated using Likert scale weighting (score 1-5). The final results show that the average result from respondents was 60% which was in the percentage of 41% - 79% (medium satisfaction) which means that customers are less satisfied with the quality of service at Perumda Delta Tirta Sidoarjo and there are several attributes that must be improved which are in the quadrant 1, namely attributes T1, RS2, RS3.
| Item Type: | Thesis (Undergraduate) | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
||||||||
| Subjects: | T Technology > T Technology (General) | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Rafidah Mrs Amelia | ||||||||
| Date Deposited: | 18 Jul 2024 03:58 | ||||||||
| Last Modified: | 18 Jul 2024 03:58 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/26411 |
Actions (login required)
 |
View Item |