ANALISIS STRATEGI PENINGKATAN KEPUASAN PELANGGAN LOKET PDAM MENGGUNAKAN METODE PERBANDINGAN EKSPONENSIAL (MPE)

Abstract

PDAM Sumbawa Regency is a company engaged in the provision of clean water services which has the main task of meeting the community's need for clean water. With efforts to improve the quality, quantity, continuity in the provision of clean water evenly. Therefore, PDAM Sumbawa Regency is instructed to continue to improve service quality by developing services professionally and optimally in the context of efforts to provide satisfaction to customers. Therefore, the of purpose this study is to propose improvements to the customer satisfaction improvement strategy based on the resulting effect. The method used to facilitate data processing in this study is to use the MPE method to provide information on the preferred solution strategy that needs to be carried out by the Sumbawa PDAM counter. Based on the objectives, the results obtained based on the priority ranking obtained through MPE analysis found that the highest alternative is P5, officers can provide services according to what customers need with solutions (employees provide good service and implement 3S). Meanwhile, the solution with the lowest points to increase satisfaction in PDAM Sumbawa, namely P1, the officers greeted customers in a friendly manner before carrying out services by having a solution (3S implementation).