ANALISIS KINERJA PELAYANAN AIR BERSIH OLEH PDAM TERHADAP KEPUASAN MASYARAKAT DI KECAMATAN MURUNG KOTA PURUK CAHU

Abstract

This study aims to analyze the performance of clean water services provided by PDAM Kota Puruk Cahu based on customer perceptions and to formulate priorities for service improvement in Murung District. A mixed-methods approach was used by integrating Importance–Performance Analysis (IPA) and in-depth interviews. Quantitative data were collected through questionnaires distributed to 100 active PDAM customers, while qualitative data were obtained through interviews with customers and PDAM management selected purposively. The IPA results show that the average service performance score was 3.84, lower than the average customer importance score of 4.27. The attributes in Quadrant I that require priority improvement include continuity of water flow, stability of water pressure, and the speed of complaint handling. The interview findings reinforce the IPA results by showing that the low performance of these attributes was caused by a high level of Non-Revenue Water (NRW) of 75%, limited distribution network coverage of 7.20%, fluctuations in the raw water discharge of the Barito River, and limited facilities and operational capacity of PDAM. Therefore, service improvement should be directed toward the rehabilitation of the distribution network, NRW reduction, strengthening production and distribution capacity, and accelerating the handling of customer complaints.