DETERMINING STRATEGIES FOR IMPROVING BUSINESS PERFORMANCE OF FAECAL SLUDGE DESLUDGING WITH INTQUAL (INTERNAL QUALITY) AND SERVQUAL (SERVICE QUALITY) ANALYSIS CASE STUDY : DELI SERDANG, NORTH SUMATRA

• Main Author: Dwiandarti P. Bangun, Clarita
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/68747
• Institution: Institut Teknologi Bandung

Currently, the Government has set the 2020-2024 RPJMN to achieve access to proper and safe sanitation (Domestic Wastewater) by 90% to reduce maternal mortality and stunting. In Deli Serdang Regency, the population's access to proper and safe sanitation facilities still needs improvement. Based on City/District Sanitation Strategy Update Document Data in 2016, it was found that 158,462 residents did not have proper sanitation facilities, 95,077 residents practiced defecation and 25,750 residents disposed of waste water directly into drainage channels. One of the Government's efforts to achieve the goal of safe sanitation is to implement the Scheduled Sludge Service (LLTT) which is a program that connects septic tanks to Sewage Treatment Plant. This study aims to identify the dominant factors that affect business performance seen from the INTQUAL dimension from the manager's perspective, namely technical aspects, NSPK aspects, financial aspects, institutional aspects and public relations aspects, and SERVQUAL in terms of LLTT customers seen from the reliability aspect, tangibility, responsiveness, assurance, empathy. This study was conducted to investigate the suitability of the LLTT practice of 78 managers and 78 customers using purposive sampling technique. The results of the questionnaire were then analyzed using SEM and AMOS 26 methods. It was found that the model formed had fulfilled the goodness of fit and it was also found that INTQUAL statistically significantly affected Business Performance. The recommendations given are focused on the management side, namely product characterization strategy by implementing product/service technical strategies, Pricing and Ease of payment Strategies, Development and Marketing Strategies, and Promotional Strategies