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All Journal Borobudur Engineering Review
Affan Jazaul Haq, Muhammad
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Automotive Engineering Engineering Mechanical Engineering

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Analisis Kualitas Pelayanan Untuk Meningkatkan Kepuasan Pelanggan Dengan Metode Quality Function Deployment (Studi Kasus PDAM Tirta Gemilang Unit Kalinegoro Kabupaten Magelang) Widodo, Eko Muh; Affan Jazaul Haq, Muhammad; Imron Rosyidi, Muhammad; Rifai, Affan
Borobudur Engineering Review Vol 5 No 01 (2025): Sistem Proses Industri
Publisher : Universitas Muhammadiyah Magelang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31603/benr.v5i01.12350

Abstract

PDAM Tirta Gemilang Unit Kalinegoro is one of the regional company units in Magelang Regency as a clean water provider that is responsible for developing and managing a clean water supply system. In an effort to serve customers, PDAM Tirta Gemilang Unit Kalinegoro received complaints from customers. This study aims to improve the quality of service according to customer needs. The study used the servqual approach and the Quality Function Deployment method. The results of this study found 4 attributes that were prioritized for improvement, namely notification when there was a disruption and repair (8.48), experienced officers (8.57), clean distributed water quality (8.59), speed of counter service (8.82). The priority of developing PDAM Tirta Gemilang Kalinegoro Unit to meet customer needs is by following the 2-stage QFD quality procedure sequence, namely providing training related to administrative skills (311.31), improving water treatment processes such as filtration and disinfection (223.44), maintaining and cleaning distribution networks (223.44), providing training related to operational procedures (197.37), providing training related to customer service (197.37), adding service counters (128.88), using social media such as Instagram and WhatsApp to provide notifications (124.74).
Co-Authors Eko Muh Widodo Imron Rosyidi, Muhammad Rifai, Affan