ANALISIS TINGKAT KUALITAS PELAYANAN AIR BAKU PDAM KABUPATEN KOTABARU (Studi Kasus Instalasi Pengolahan Air Desa Gunung Relly)

Untuk meningkatkan kualitas layanan pada PDAM Kotabaru mengukur tingkat kepuasan masyarakat atau pelanggan khususnya terhadap kualitas pelayanan air baku Instalasi Pengolahan Air (IPA) Gunung Relly yang dianalisis berdasarkan tingkat kesesuaian hasil perbandingan skor kinerja dengan skor kepentingan (harapan). Apabila TKi­ < 100%, berarti pelayanan belum memuaskan, Apabila TKi­ = 100%, berarti pelayanan telah memuaskan, Apabila TKi­ > 100%, berarti pelayanan sangat memuaskan. Berdasarkan hasil analisis dari 100 responden, diketahui tingkat kualitas pelayanan air baku PDAM Kotabaru dengan analisis importance dan performance matrix didapat tingkat kesesuaian rata-rata (TKi) 73% < 100% masuk dalam kategori belum memuaskan. Variabel yang menjukan untuk mendapat tindakan prioritas perbaikan menurut pelanggan, yakni variabel-variabel pada kuadran I, 1) kualitas air yang disalurkan kerumah pelanggan, 2) kontinuitas debit air yang disalurkan kerumah pelanggan, 3) keramahan dan kesabaran dalam pelayanan pelanggan serta menhadapi pengaduan pelanggan, 4) kelayakan tarif yang diberlakukan. Sehingga perlu evaluasi pada 1) kualitas air, perlu ada filtrasi atau penyaringan sebelum air didistribusikan ke rumah pelanggan sehingga air layak konsumsi 2) Kontinuitas debit air, Perlu pemeliharaan dan penambahan pompa air, deteksi tingkat kebocoran jaringan perpipaan dan penambahan sumber air alternative, 3) Keramahan pelayanan, perlu penyuluhan internal pimpinan terhadap petugas pelayanan untuk meningkatkan kesadaran sebagai perusahaan daerah yang melaksanakan pelayanan publik, 4) Kelayakan tarif, Perhitungan kembali tarif pelayanan disesuaikan dengan layanan yang diberikan. Kata Kunci : Air Baku, Analisis Importance, IPA Gunung Relly, Kualitas Pelayanan, PDAM Kotabaru. To improve the quality of service at PDAM Kotabaru, measure the level of satisfaction of the community or customers, especially the quality of raw water services in the Gunung Relly Water Treatment Plant (IPA) area, which is analyzed based on the level of comparison between performance scores and interest scores (expectations). If TKi <100%, means the service is not satisfactory, If TKi = 100%, means the service has been satisfactory, If TKi > 100%, means the service is very satisfying. Based on the analysis from 100 respondents, have the level of quality of raw water service in PDAM Kotabaru with importance and performance matrix analysis shows that the average level of suitability (TKi) is 73% <100% in the unsatisfactory category. Variables that indicate to get priority improvement actions according to customers, namely variables in quadrant I, 1) quality of water channeled to customers homes, 2) continuity of water flow distributed to customers' homes, 3) friendliness and patience in customer service and dealing with customer complaints, 4) feasibility of tariffs that apply. So it is necessary to evaluate 1) the quality of the water, there needs to be filtration or filtration before the water is distributed to the customer's house so that the water is suitable for consumption 3) Hospitality of services, need internal leadership counseling to service officers to increase awareness as regional companies that carry out public services, 4) Feasibility of tariffs, Re-calculation of service rates according to services provided. Keywords: Importance Analysis, IPA Gunung Relly, Raw Water, PDAM Kotabaru, Service Quality.