ANALISIS INDEK KEPUASAN MASYARAKAT PDAM KOTA PEKALONGAN

Authors

  • Choliq Sabana
  • Siti Nurhayati
  • Alvis Muryodewanto

DOI:

https://doi.org/10.31941/jebi.v17i2.335

Abstract

Public services such as those operated by PDAM Pekalongan City still found many
weaknesses that can not meet the expected quality of the community . It is characterized by the
presence of various public complaints . the importance of  serving the water supply PDAM Pekalongan
considers it important for information to the Public Satisfaction Index (HPI ) in order to improve quality
of service
 Surveys are intended to : 1 ) Identify and analyze the weaknesses of each of the elements of
service delivery PDAM Pekalongan and 2 ) Measure the community Satisfaction Index (HPI ) PDAM
Kota Pekalongan .
 The survey results show that, in general , PDAM service performance Pekalongan
categorized as "good" with a score of 75.71 . There are three elements to the status of service
performance Excellent ( Attitude Officer , comfort , and environmental safety services office ) , there
are nine elements of the status of service performance Good ( products , procedures Services ,
completeness attributes , justice services , human resources capabilities , Fairness Cost , Certainty Cost
services , Assurance services Schedule ) , There are four elements to the status of service performance
Good Enough ( Delivery System , service requirements , responsibility Officer , and Speed in Service )

Keyword: PDAM Kota Pekalongan, IKM, Kepuasan

Author Biographies

Choliq Sabana

Dosen Fakultas Ekonomi Universitas Pekalongan

Siti Nurhayati

Dosen Fakultas Ekonomi Universitas Pekalongan

Alvis Muryodewanto

Dosen Fakultas Ekonomi Universitas Pekalongan

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Issue

Vol. 17 No. 2 (2015): Jurnal Ekonomi dan Bisnis September 2015

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