RANCANG BANGUN APLIKASI SURVEY KEPUASAN PELANGGAN TERHADAP KINERJA PELAYANAN PDAM KAB. BOMBANA MENGGUNAKAN METODE SERVQUAL BERBASIS WEB

Abstract

The Regional Water Supply Company (PDAM) of Bombana Regency is one of the Regionally Owned Enterprises (BUMD) which is a company engaged in the service sector that is demanded to be able to meet the need for clean water distributed to the public. Services performed at the District Office of PDAM. Bombana is not fully maximized, this is indicated by the presence of various community complaints that are conveyed through mass media, social media, or become a discussion among fellow communities themselves. The research aims to design, create, and analyze community satisfaction with the service performance of the PDAM District Web-based Bombana uses the Service Quality (Servqual) method. The Servqual method is built on a comparison of two main factors, namely the actual service performance they receive with the service that is actually expected. The research produced a system that could be used as a container for evaluating the Bombana Regency PDAM Office to improve service performance and to find out the results of the performance and the extent of the level of community satisfaction with the services provided.