ANALISIS PERSEPSI PELANGGAN TERHADAP PELAYANAN PERUMDAM TIRTA UNCAK DI KOTA KUALA KAPUAS

Abstract

This research seeks to examine how customers perceive the service level of PERUMDAM Tirta Uncak in Kuala Kapuas City through descriptive and regression statistical analysis. The analysis focuses on three main aspects: water quantity (X₁), supply continuity (X₂), and water quality (X₃). Data was collected through questionnaires distributed to selected customers. Descriptive analysis shows that 77% of respondents stated that the water quantity meets their daily needs. Regarding supply continuity, 77% receive a 24-hour supply during the rainy season, but only 44% do so in the dry season. In terms of quality, 52% of respondents reported receiving clear water. Regression analysis results indicate an R² value of 0.704, meaning that 70.4% of service level variations are explained by the three independent variables. The F-test shows a significance value of 0.000 < 0.05, while the t-test for all three variables also shows significance values < 0.05. The resulting regression equation is Y = 0.285X₁ + 0.274X₂ + 0.131X₃. These results indicate that all three aspects significantly affect service levels. Overall, PERUMDAM Tirta Uncak’s clean water service in Kuala Kapuas City is considered adequate, although supply continuity during the dry season needs improvement.