Analysis of Customer Satisfaction Using the Service Quality (SERVQUAL) and Importance-Performance Analysis (IPA) Methods at Perumdam, Grobogan Regency
How to cite (AJARCDE) :
Perumdam Purwa Tirta Dharma in Grobogan Regency, as a clean water service provider, is expected to meet customer expectations; however, the high number of complaints received indicates that the quality of service provided is not yet optimal. This study aims to analyze customer satisfaction levels using the Service Quality (SERVQUAL) method and to identify service attributes that should be prioritized for improvement through Importance-Performance Analysis (IPA). The study employed a quantitative approach using a questionnaire distributed to 100 active customers selected via random sampling. The results of the SERVQUAL analysis showed that all five dimensions of service quality had negative gap values, with the Tangibles dimension exhibiting the largest gap (?2.158), followed by Assurance (?2.046), Reliability (?2.026), Empathy (?2.002), and Responsiveness (?1.982), indicating that the overall service received by customers still falls short of their expectations. The IPA mapping results identified five attributes in the top-priority quadrant: clarity of service information, provision of clean water, staff appearance, speed of complaint response, and staff courtesy in serving customers. These findings serve as the basis for the company to focus on improving these five attributes by enhancing staff competence, developing clearer standard operating procedures (SOPs) for handling complaints, and implementing a digital complaint system, thereby increasing customer satisfaction and loyalty.
Contribution to Sustainable Development Goals (SDGs):
SDG 6: Clean Water and Sanitation
SDG 9: Industry, Innovation and Infrastructure
SDG 11: Sustainable Cities and Communities
SDG 16: Peace, Justice and Strong Institutions
[1] Rochmah, E., & Rosy, B. Pengaruh Kualitas Pelayanan Publik Dan Fasilitas Pelayanan Terhadap Kepuasan Masyarakat. 10(1), 61–72. 2022.
[2] Saputra, S., & Tan, S. Transaksi Nontunai dan Faktor yang Mendorong Niat Penggunaan Pada Konsumen UMKM. 11(2), 310–327. 2025.
[3] Kamalina & Sumarni. [data referensi belum lengkap pada daftar pustaka BAB II — mohon dilengkapi]. 2021.
[4] Maulidda, Y. Analisis Kualitas Pelayanan Terhadap Tingkat Kepuasan Pasien di Rumah Sakit Muhammadiyah Bandung. 5, 685–696. https://doi.org/10.55606/jurimbik.v5i3.1467. 2025.
[5] Nugraha, J. Analisis Kualitas Pelayanan Menggunakan Metode Servqual: Studi Kasus di Perpustakaan Unesa. 10, 233–245. 2022.
[6] Setiawan, A. D., Yamani, A. Z., & Winati, F. D. Pengukuran Kepuasan Konsumen Menggunakan Customer Satisfaction Index (CSI) dan Importance Performance Analysis (IPA) (Studi Kasus UMKM Ahul Saleh). Jurnal Teknologi dan Manajemen Industri Terapan, 1(4), 286–295. https://doi.org/10.55826/tmit.v1i4.62. 2022.
[7] Firmansyah, M. D., & Zhang, H. Y. Analisis Faktor Pengaruh terhadap Kepercayaan Manajemen Penggunaan Basis Data dalam Layanan Bisnis UMKM di Indonesia. 10(1), 139–157. 2025.
[8] Hidayat, D. F., Ode, L., Safar, A., & Fathimahhayati, L. D. Analisis Kualitas Pelayanan Menggunakan Metode Servqual dan Importance Performance Analysis (IPA) (Studi Kasus: PDAM Tirta Tuah Benua Kutai Timur). 9(1), 167–176. 2023.
[9] Hidayat, A., Nugraha, E., & Pandeglang, K. K. Upaya Meningkatkan Kualitas Layanan Publik melalui Digitalisasi pada Kantor Kementerian Agama Kabupaten Pandeglang. 8(1), 21–30. 2023.
[10] Aprilia, F., Andiyansyah, S., Kurniawati, A., & Silaningsih, E. Analisis Kualitas Pelayanan Menggunakan Metode Importance Performance Analysis (IPA) Studi Kasus pada Cafe XYZ. 3. 2025.
[11] Yuliana, Saleh, A., & Herdianzah, Y. Analisis Kualitas Pelayanan terhadap Kepuasan Pelanggan PDAM Bantaeng dengan Pendekatan Service Quality yang Diintegrasikan dengan Importance Performance Analysis. 3, 864–873. 2024.
[12] Alfarisi, N., Pawitra, T. A., & Widada, D. Analisis Tingkat Kualitas Pelayanan dengan Pendekatan Servqual dan Importance Performance Analysis (IPA) (Studi Kasus: PDAM Tirta Manggar Balikpapan). 3(2), 40–53. 2025.
[13] Slamet, M., & Sulistiyowati, W. Customer Satisfaction Analysis by Integrating Service Quality (Servqual) Methods and Importance Performance Analysis. 15, 1–15. 2022.
[14] Sakinah, N., Achmadi, F., & Septiari, R. Analisa Peningkatan Kualitas Pelayanan Menggunakan Metode Service Quality (SERVQUAL) dan Importance Performance Analysis (IPA) (Studi Kasus di PDAM Kabupaten Banggai). 18, 18–31. 2024.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.