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ITS » Master Theses » Manajemen Asset - S2
Posted by aguss at 11/01/2007 15:06:26  •  14385 Views


ANALYSIS OF FINANCIAL AND SERVICE PERFORMANCE MUNICIPAL WATERWORKS OF TIRTA BUANA KABUPATEN MERANGIN

Author :
Abidin, Zainal 




ABSTRAK

Penelitian ini dimaksudkan untuk melihat kinerja finasial PDAM Tirta Buana Kabupaten Merangin setelah diberlakukan tarif baru tahap I tanggal 1 Januari 2004 dan kinerja pelayanan yang dirasakan pelanggan dengan tarif baru tersebut. Analisis kinerja pendukung intemal dan ekstemal PDAM lairmya juga dilakukan untuk melengkapi pembahasan sehingga dapat dirumuskan tindakan yang diperlukan untuk meningkatkan kinerja PDAM guna mendukung kebijakan kenaikan tarif tahap I yang telah dilaksanakan dan rencana kenaikan tarif tahap II dan III dimasa yang akan datang. Analisis Finansial dilakukan dengan metode analisis rasio berdasarkan laporan keuangan periode sebelum dan setelah kenaikan tarif 2002-2004. Metode survey digunakan untuk mengetahui kinerja pelayanan dengan analisis deskriptif analisis kesenjangan dan analisis kuadran. Survey dilakukan kepada 100 responden dari total 3.868 pelanggan aktif rumah tangga. Sampel diambil dari total populasi dengan teknik area random sampling dari empat wilayah pelayanan. Hasil kedua analisis im dilengkapi dengan kinerja pendukung di analisis dengan metode SWOT untuk merumuskan strategi guna meningkatkan kinerja PDAM. Kinerja finansial PDAM Tirta Buana Kabupaten Merangin setelah diberlakukannya tarif baru menunjukkan perkembangan yang cukup baik dari tahun sebelumnya. Semua indikator kinerja keuangan menunjukkan perkembangan yang positif kecuali rasio jangka waktu penagihan piutang mengalami penurunan 2228 . Kinerja pelayanan menunjukkan adanya kesenjangan gap antara pelayanan yang diharapkan dan yang dipersepsikan pelanggan. Indikator pelayanan yang cukup memuaskan pelanggan dan harus dipertahankan adalah kualitas kejernihan bau dan rasa air yang disalurkan serta ketrampilan kemampuan keramahan dan kesabaran petugas dalam melayani pelanggan. Sedangkan indikator pelayanan yang dipersepsikan penting namun belum memuaskan pelanggan dan harus diperbaiki adalah penanganan keluhan pelanggan ketepatan petugas dalam pencatatan meter kontinuitas dan kuantitas air yang disalurkan. Berdasarkan hasil analisis SWOT diperoleh nilai total indikator internal Kinerja PDAM Tirta Buana adalah - 237 atau dalam kondisi lemah sedangkan nilai total indikator ekstemal adalah 109 atau dalam kondisi memiliki pehiang. Dengan demikian posisi kuadran PDAM Tirta Buana Kabupaten Merangin adalah lemah namun memiliki peluang yang cukup baik untuk pengembangan terbatas dimasa yang akan datang. Pada posisi ini rekomendasi strategi yang dapat diambil adalah strategi stabilisasipenyehatan atau disebut juga rasionalisasiturnaround.


ABSTRACT

This researchs objective is to discover the financial performance of municipal waterworks PDAM of Tirta Buana Kabupaten Merangin after be in effected of new price stage I since January 1 2004 and service performance that sensed by customer with that new price. Analysis of other intemal and external supporting performance water supply enterprise was also done to complete investigation until to abbreviation action. That was need to grow up performance of PDAM to support willingness of price increasing stage I that was done and plan of price increasing stage II and III in thefuture. Financial analysis was done by ratio analysis method according to financial report period of befbre and after price increasing 2002-2004. Method of survey was used to know service performance with descriptive analysis gap analysis and quadrant analysis. Survey was done toward approximately 100 respondent of 3868 of active home customer. The sample was taken from total of population with area random sampling technigue from four service areas. Both of this analysis result completed with supporting performance analyzed with SWOT method to abbreviation strategy to grow up performance of PDAM. Financial performance of PDAM Tirta Buana Kabupaten Merangin after was in effected new price 2004 shows that development that good enough from previous year. All of indicator of financial performance sbows that development was positive accept ratio of time period claim of credit was decrease 2.28. Service performance shows there was gap between hope service and customer perception service. Indicator of service was satisfy enough to customer and the matter that must be keep was qualiry of water pure smell and water taste that lined and also skill ability friendly and patient of the officer to service customer. While indicator of service that perception was important but not to satisfy customer yet and the matter that must increase was handling of customer complaint officer accuracy to recording meter continuity and quantity of water that lines. According to the result of SWOT analysis the total value indicator of internal performance PDAM Tirta Buana was -237 or in the weak condition while total value indicator of external was 1.09 or in the opportunity condition. Such of that the position of auadrant PDAM Tirta Buana Kabupaten Merangin was weak but have good enough opportunity to limited develop in the fiiture. In this position recommendation strategy was stabilization strategy or usually call rationalizationturn around strategy.



KeywordsMunicipal waterworks
 
Subject:  Pelayanan pelanggan
Contributor
  1. Ir. Retno Indryani, MT.
    Tri Joko Wahyu Adi, S.T, M.T.
Date Create: 11/01/2007
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-Master-31000006026072
Collection ID: 31000006026072
Call Number: 628.1 Abi a


Source
Theses Civil Engineering RTS 628.1 Abi a, 2005

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