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ITS » Master Theses » Manajemen Proyek & Konstruksi S2
Posted by yeni at 26/12/2006 09:29:36  •  8482 Views


IMPLEMENTASI MANAJEMEN KUALITAS DAN FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN PDAM BADUNG

THE IMPLEMENTATION OF QUALITY MANAGEMENT AND FACTORS THAT INFLUENCE CUSTOMER SATISFACTION OF PDAM BADUNG

Created by :
Sunatha, I Gede Ngurah  



SubjectManajemen
KeywordKepuasan pelanggan

Description:

Penelitian ini dilatarbelakangi oleh adanya isu-isu tentang keluhan-keluhan pelanggan terhadap pelayanan PDAM Badung melalui media massa yang menyangkut tentang kualitas, kontinuitas, kuantitas, perawatan, perbaikan serta pelayanan administrasi dari manajemen/pengelola PDAM Badung. Tujuan dari penelitian ini adalah untuk mengetahui (1) tingkat kepuasan pelanggan terhadap pelayanan PDAM Badung; (2) tingkat kualitas implementasi manajemen kualitas di PDAM Badung; dan (3) faktor-faktor yang mempengaruhi kepuasan pelanggan PDAM Badung. Hasil penelitian menunjukkan bahwa tingkat kepuasan pelanggan eksternal tertinggi untuk wilayah pelayanan Petang adalah pada aspek kontinuitas air dan tingkat kepuasan terendah pada aspek tarif pembayaran air. Untuk wilayah pelayanan Abiansemal tingkat kepuasan pelanggan eksternal tertinggi pada aspek pelayanan mengenai sistem penagihan dan prosedur pembayaran, sedangkan tingkat kepuasan terendah pada aspek tarif pembayaran air. Untuk wilayah pelayanan Mengwi tingkat kepuasan pelanggan eksternal tertinggi pada aspek sistem penagihan dan prosedur pembayaran, sedangkan tingkat kepuasan pelanggan eksternal terendah pada aspek kualitas air. Untuk wilayah pelayanan Badung Kota kepuasan pelanggan eksternal tertinggi pada aspek sistem penagihan dan prosedur pembayaran, sedangkan kepuasan pelanggan terendah pada aspek kualitas air. Tingkat implementasi manajemen kualitas paling tinggi pada kategori I yang berkenaan dengan visi, misi, komitmen dan iklim perusahaan dan paling rendah pada kategori V, yaitu menyangkut uji pelayanan pelanggan. Sebagian besar pelanggan internal menyatakan bahwa sistem implementasi manajemen kualitas sudah diterapkan dalam kategori baik di PDAM Badung. Faktor-faktor yang mempengaruhi kepuasan pelanggan eksternal PDAM Badung untuk wilayah pelayanan Petang pada musim hujan adalah tekanan dan kontinuitas air, sedangkan pada musim kemarau adalah kualitas, kuantitas, tekanan air dan sistem penagihan dan prosedur pembayaran. Untuk wilayah pelayanan Abiansemal, faktor yang mempengaruhi kepuasan pelanggan eksternal pada musim hujan adalah kualitas air, sedangkan pada musim kemarau adalah kualitas, tekanan, dan kontinuitas air. Kepuasan pelanggan eksternal di wilayah pelayanan Mengwi pada musim hujan dipengaruhi oleh faktor kualitas, kuantitas, dan tekanan air, sedangkan pada musim kemarau adalah faktor kualitas, kuantitas, meter air, dan sistem penagihan dan prosedur pembayaran. Untuk wilayah pelayanan Badung Kota kepuasan pelanggan eksternal pada musim hujan dipengaruhi oleh kualitas, tekanan air, sistem penagihan dan prosedur pembayaran, serta faktor perbaikan dan pemeliharaan, sedangkan pada musim kemarau adalah kualitas, kuantitas, meter air, sistem penagihan dan prosedur pembayaran, dan tarif pembayaran air.


Alt. Description

The background of this study is issue about complaint of customer toward services of PDAM Badung that including quality, continuity, quantity of water, maintenance, improvement and administration services of PDAM Badung. The objectives of this study was to evaluate : (1) Level of customer satisfaction toward services of PDAM Badung; (2) Level of implementation quality management in PDAM Badung, (3) Factors that influence customer satisfaction of PDAM Badung . This study constitute survey research. The population in this study is entirely customer of PDAM Badung both external customer and internal customer. The sampling method was used for member of external customer were "Stratified Random Sampling" by proportionally allocation and for member of internal customer was used method "Random Sampling". A survey was conducted toward member of 1044 external customer and 31 internal customer. To evaluate level of customer satisfaction toward services of PDAM Badung and implementation quality management in PDAM Badung was used descriptive analysis. Factors that influence customer satisfaction of PDAM Badung analyzed by multiple regression. The results of this study indicated that: (1) Level of customer satisfaction at (a) Petang services region is included high satisfaction, (b) Abiansemal services region is included medium satisfaction, (c) Mengwi services region is included high satisfaction, and (d) Badung Kota services region is included high satisfaction. (2) Level of implementation quality management in PDAM Badung is included good application. (3) Factors that influence customer satisfaction of PDAM Badung : (a) Petang services region are quality, quantity, pressure, continuity of water, and payment procedure; (b) Abiansemal services region are, pressure, continuity, metre of water, and payment procedure quality, pressure, and continuity of water; (c) Mengwi services region are quality, quantity of water (d) Badung Kota services region are quality, pressure, payment procedure, maintenance and improvement, quantity, metre, and payment tariff of water.

Contributor:
  1. Ir. R. Sutjipto, MSc. Ir.
    Yuda Astana, MT
Date Create:26/12/2006
Type:Text
Format:pdf; 156 pages
Language:Indonesian
Identifier:ITS-Master-3100003018397
Collection ID:3100002016704
Call Number:658.834 3 Sun


Source :
Teses Manajement Proyek dan Konstruksi RT 658.834 3 Sun i, 2002

Coverage :
ITS Community

Rights :
Copyright @2002by ITS Library. This publication is protected by copyright and permission should be obtained from the ITS Library prior to any prohibited reproduction, storage in a retrievel system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. For information regarding permission(s), write to ITS Library


Publication URL :
http://digilib.its.ac.id/implementasi-manajemen-kualitas-dan-faktorfaktor-yang-mempengaruhi-kepuasan-pelanggan-pdam-badung-254.html




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