CIJANGGEL WATER SUPPLY SYSTEM DEVELOPMENT BASED ON CUSTOMER SATISFACTION LEVEL IN BANDUNG BARAT REGENCY

• Main Author: Mustiaji Mahmudin, Aji
• Format: Theses
• Language: Indonesia
• Subjects: Teknik saniter dan perkotaan; teknik perlindungan lingkungan
• Online Access: https://digilib.itb.ac.id/gdl/view/37221
• Institution: Institut Teknologi Bandung

The master plan target for the water supply system in Bandung Barat Regency is 44%. One of water supply system in Bandung Barat Regency is Cijanggel water supply system which serves 7.47% of the total population in Ngamprah and Cisarua Districts. One of achieve the water supply system master plan target is by developing Cijanggel water supply system. However, the existing condition of water supply service get a lot of complaints from customers, which made the development is difficult. Therefore, this study will review the customer satisfaction level to determine the priority of water supply system development. Analysis of customer satisfaction level in this study using the SERVQUAL method. This method compares existing services with expected services. There are 5 service quality dimensions for the customer satisfaction level analysis, namely tangible, reliability, responsiveness, assurance, and empathy. The customer satisfaction index is 52.21%, which means that the performance of the Cijanggel water supply system service is not good. The biggest gap with the value of -3,38 is water quality attribute in tangible dimension. Therefore, the development of Cijanggel water supply system requires a water treatment plants plan to produce water with good quality. Based on the quality of raw water, the selected water treatment unit is alternative III, which using coagulation, flocculation, sedimentation, filtration, and disinfection units. Cijanggel water supply system capacity is 50 l/s, so the investment cost is Rp. 3,502,108,600. Using a Contingent Valuation Method (CVM), it obtained that the willingness to pay (WTP) is Rp. 4.273/m3 while the applicable water tariff is Rp. 3,500/m3. This means that the customers have a higher willingness to pay for water supply system. There are 2 water tariff scenarios, namely scenario I with fixed water rates and scenario II with increased water rates. Based on financial analysis, the Net Present Value (NPV) for scenario I is Rp 1,183,817,881, while the NPV for scenario II is Rp 5,626,332,059. Benefit Cost Ratio (BCR) for scenario I is 1.036. while the BCR for scenario II is 1.172. Scenario II has NPV and BCR value greater than scenario I, so scenario II is better to use for Cijanggel water supply system water rates.