CUSTOMER SATISFACTION ASSESSMENT USING CUSTOMER SATISFACTION INDEX AND IMPORTANCE PERFORMANCE ANALYSIS TO IMPROVE THE PERFORMANCE OF REGULAR

• Main Author: Mulyadi, Rin
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/47063
• Institution: Institut Teknologi Bandung

Domestic Waste Water Management System (SPALDS) was a management system made by treating domestic wastewater at the source location, which subsequently processed sludge was transported by a carrier to a septage treatment plant. Fecal sludge managementin Bekasi City currently carried out by Domestic Waste Water Management Technical Implementation Unit (UPTD PALD). Bekasi City has implemented Regular Desludging Service (RDS) since early 2017 and received positive responses from the community, but an evaluation regarding to the implementation of regular desludging service has never been done. Customer satisfaction was a response to customer assessment of the services it receives. The indicators to evaluate services, as well as efforts to improve customer satisfaction were tangible, reliability, responsiveness, empathy dan assurance. The purpose of this study was to evaluate the implementation of RDS, identified the social situation of the community especially RDS customers, measured the level of RDS customer satisfaction and developed improvement strategies in Bekasi City. Evaluation of RDS implementation was carried out by reviewing 7 important aspects of RDS sustainability, namely aspects of operating patterns, customers, infrastructure, institutions, procedures, finance and rules. The used analytical methods were Customer Satisfaction Index (CSI) for measuring the level of customer satisfaction and Importance Performance Analysis (IPA) for determining the level of importance and performance based on quality attributes of RDS. The population in this study was the costumers of RDS Bekasi City with the sample number of 244 people using proportionate random sampling. Implementation of RDS has been carried out well by the Bekasi City UPTD as the implementing operator. There were three SOPs issued by the Department of Housing, Settlement and Land Affairs of Bekasi City as regulators, one of which was the basis for determining service quality attributes to measure customer satisfaction. RDS customers tend to increase every year, until the end of 2019 the number reaches 4,597 customers. Bekasi City only has 1 IPLT unit located in Sumur Batu, Bantar Gebang District with a processing capacity of 120 m3 / day which was operated by 7 fleet of fecal trucks. Human resources in UPTD PALD amounted to 53 people, each of whom has duties and functions as mandated in Bekasi City Mayor No. 103 and No. 104 of 2016. The retribution for desludging has increased, marked by an increase in the number of customers where in 2016 there were only 2,424 customers to 8048 at the end of 2019. There were eight regulations and legal products imposed by the City of Bekasi to support the success and sustainability of management domestic wastewater.The majority of RDS customers in Bekasi City in this study constitute a workforce with an average monthly income above UMK, this affects the time the service of desludging was carried out and the ability of customers to pay the tariff for desludging retribution. The house occupied by the customer was his own by using ground water as the main source of water in meeting daily water needs so that desludging suction was one way to improve water quality for the better. The main reason RDS customers conduct desludging was because the toilet used by the customer has experienced clogging and this affects the frequency of desludging done by the customer so that desludging can be carried out outof the specified schedule. The results of this study indicated the value of CSI was 0.7908, meaning that customers were satisfied with all quality attributes of RDS. The results of the IPA analysis showed that the dimension with the highest value of importance was empathy (4.19) while the highest value of performance was tangible (4.04). IPA Matrix showed that 12 attributes were located in the Maintain Performance Quadrant consisting of; fecal truck was in good condition, officers used complete attributes, officers conveyed understandable information, officers could provide solutions to customer complaints, accuracy volume of sludge being aspirated, officers were friendly and polite, desludging process did not disturb the local residents, the water quality was better, toilet was not clogged after desludging, officers sensitivity to customer complaints, customer complaints were handled well and information about RDS was ease to access. 5 attributes on the Low Priority Quadrant consist of; information of desludging schedule through the application, desludging could be done out of the schedule, service times according to customer requirements, non-cash payment and service charge was according to customer abilities. 1 attribute in the Excessive Quadrant is desludging process speed was accordance with SOP. The RDS improvement strategy was carried out on 10 attributes that fall into Quadrant A (High Priority) and Quadrant C (Low Priority), namely the desludging process attributes did not disturb local residents, non-cash payments, service rates according to customers capabilities, better water quality, toilet was not clogged after suctioning, officers sensitivity to customer complaints, customer complaints were handled well, suction schedule information is obtained through applications, desludging can be done outof the schedule and service time according to customer needs. The improvement strategy is sorted according to priority divided into three stages, namely short term, medium term and long term.