Penilaian Kepuasan Pelanggan Terhadap Layanan Air Bersih di Kota Jakarta Pusat
Submission Date: 2023-08-03 07:58:51
Accepted Date: 2025-04-24 08:31:39
Abstract
Air merupakan sumber energi terpenting dan kebutuhan dasar insan di dunia. Produktivitas makhluk hidup sangat bergantung pada air lantaran air merupakan hal mendasar bagi kelangsungan siklus hidup di alam semesta. Kota Jakarta Pusat memiliki kepadatan penduduk paling tinggi di Provinsi DKI Jakarta. Kepadatan penduduk yang tinggi akan meningkatkan persentase perubahan penggunaan lahan terbuka, menjadi pemukiman yang mengurangi jumlah resapan air dan lahan terbuka hijau dan berdampak pada pelayanan air bersih baik berupa jumlah kebutuhan air, cakupan pelayanan dan sebagainya. Di satu sisi, target capaian untuk layanan air bersih sudah masuk didalam perencanaan pembangunan dalam RPJMN Provinsi DKI Jakarta Tahun 2020 – 2024 dan rencana kerja PAM Jaya, namun di sisi lain, masih terdapat kesenjangan pada capaian kinerja layanan PAM Jaya. Masyarakat sebagai konsumen PAM Jaya memiliki persepsi terhadap layanan PAM Jaya, namun persepsi tersebut belum menjadi bagian dari capaian kinerja PAM Jaya. Untuk itu perlu diketahui sejauh mana kepuasan pelanggan dalam layanan air bersih di Kota Jakarta Pusat. Penelitian ini menggunakan metode deskriptif kualititaf dengan menggunakan analisis deskriptif untuk menentukan kriteria kepuasan pelanggan terhadap layanan air bersih. Teknik deskriptif statistik menggunakan skala Likert untuk mengkaji tingkat kepuasaan pelanggan terhadap layanan air bersih di kota Jakarta Pusat. Hasil penelitian menunjukkan bahwa pelanggan masih tidak puas terhadap layanan air bersih secara keseluruhan dan didapati variabel paling rendah yaitu pelayanan pelanggan dengan sub variabel program kegiatan dan waktu tanggap keluhan yang mendapatkan tingkat kepuasan tidak puas
Keywords
clean water; custumer satisfaction; Central Jakarta
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