Analisis Kualitas Pelayanan di PDAM Unit Benteng Kecamatan Sungai Batang Kabupaten Indragiri Hilir

Abstract

This study aims to analyze the quality of customer service at PDAM Unit Benteng, Sungai Batang District, Indragiri Hilir Regency. This research uses a descriptive quantitative approach to describe customer perceptions of service quality. The sample was determined using a saturated sampling technique, with 30 respondents, meaning that all members of the research population were used as respondents. Data were collected through questionnaires based on the SERVQUAL dimensions and were supported by observations and interviews. Data analysis was conducted descriptively by calculating the average score of each SERVQUAL dimension, namely tangibles, reliability, responsiveness, assurance, and empathy. The results indicate that overall service quality is categorized as fairly good but not yet optimal. The assurance dimension emerges as the strongest aspect, as it builds customer trust through polite, friendly, and competent staff behavior. In contrast, the reliability dimension is identified as the main weakness due to unstable water distribution and slow complaint handling. The level of customer satisfaction is considered fairly satisfactory, with variations across each service dimension. In conclusion, improvements in technical service aspects, particularly water distribution and complaint handling, are necessary to enhance service quality and achieve higher and sustainable customer satisfaction.