<![CDATA[ABSTRAK Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan dan kelengkapan sarana dan prasarana terhadap tingkat kepuasan pelanggan Perusahaan Daerah Air Minum (PDAM) Kabupaten Karanganyar. Penelitian menggunakan pendekatan kuantitatif dengan metode survei terhadap 54 responden pelanggan PDAM. Instrumen penelitian mengacu pada model SERVQUAL yang mencakup lima dimensi kualitas pelayanan, yaitu tangibles, reliability, responsiveness, assurance, dan empathy. Analisis data dilakukan menggunakan analisis GAP dan diagram kartesius untuk mengukur kesenjangan antara harapan dan persepsi pelanggan. Hasil penelitian menunjukkan bahwa secara umum kinerja pelayanan PDAM Kabupaten Karanganyar telah memenuhi harapan pelanggan, meskipun masih terdapat beberapa aspek yang perlu ditingkatkan. Temuan ini diharapkan dapat menjadi bahan evaluasi bagi PDAM dalam meningkatkan kualitas pelayanan publik secara berkelanjutan. ABSTRACT This study aims to analyze the effect of service quality and the adequacy of facilities and infrastructure on the level of customer satisfaction at the Regional Drinking Water Company (PDAM) of Karanganyar Regency. The study employs a quantitative approach using a survey method involving 54 PDAM customers as respondents. The research instrument is based on the SERVQUAL model, which consists of five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Data analysis was conducted using GAP analysis and a Cartesian diagram to measure the discrepancies between customer expectations and perceptions. The results indicate that, in general, the service performance of PDAM Karanganyar Regency has met customer expectations, although several aspects still require improvement. These findings are expected to serve as an evaluative reference for PDAM in continuously enhancing the quality of public service delivery.]]>
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