SB IPB University Reveals the Results of the 2024 Bogor City Perumda Tirta Pakuan Customer Satisfaction Survey
School of Business (SB) IPB University presented the results of the 2024 Customer Satisfaction Survey for the Regional Public Company (Perumda) Tirta Pakuan of Bogor City.
The study was led by the SB IPB research team consisting of Prof Noer Azam Achsani; Mochamad Bactiar, STP, MM; Fithriyyah Shalihati, SE, MM; and Raden Isma Anggraini, SP, MM.
Prof Azam said, this survey aims to evaluate the level of customer satisfaction with the performance of products and services of Perumda Tirta Pakuan as the main provider of clean water in Bogor City. The survey involving 3.000 respondents was conducted in seven service zones of Bogor City.
The survey results show that the customer satisfaction index for products reached 81,95 percent, including the “Very Satisfied” category. This figure reflects the high customer appreciation of Perumda Tirta Pakuan’s product quality.
The service satisfaction index was recorded at 73,28 percent, falling into the “Satisfied” category, indicating overall good service performance. The highest level of product satisfaction was recorded in Zone 5 with a value of 89,04 percent, while Zone 4 recorded 78,85 percent.
For services, Zone 5 also recorded the highest index of 75,20 percent, while Zone 3 recorded an index of 71,30 percent. This distribution provides an overview of the variation in customer experience across zones, which can form the basis for more targeted improvements.
“Importance Performance Analysis (IPA) on products shows that important elements such as water quality free of bacteria, odor, and sediment have been managed very well, which is reflected in Quadrant I (Keep Up the Good Work),” he explained.
No product elements are included in Quadrant IV (Concentrate Here), which indicates that there are no aspects that are very important but have low performance.
However, Prof Azam continued, in the service aspect, there are elements such as service disruption information, compensation for disruptions, and administrative services that are in Quadrant IV. This indicates that customers consider these elements to be very important, and there are opportunities to improve their performance.
The Service Quality dimension shows that the tangibles aspect scored the highest at 83,78 percent, reflecting high satisfaction with the facilities and quality of service support.
The responsiveness aspect recorded a score of 69,5 percent, which provides an opportunity to improve the speed of response to customer complaints. The customer engagement index (Engagement Index) of 69,57 percent indicates good customer engagement, but optimization of interactions through digital channels such as the SIMOTIP application can further increase customer loyalty.
SB IPB University provides several strategic recommendations, including increasing responsiveness to customer complaints, developing digital systems to increase information transparency, and strengthening customer engagement programs.
Another focus is on maintaining quality consistency in zones with high indices and improving services in other zones to ensure an even customer experience.
“With a targeted improvement strategy, Perumda Tirta Pakuan is expected to continue to improve service quality and maintain its reputation as a reliable clean water provider in Bogor City,” he said. (*/Rz) (IAAS/RUM)
