LAP SURVAI KEPUASAN PELANGGAN PDAM KOTA PADANG

DAFTAR TABEL TABEL 1: JUMLAH PELANGGAN PER UNIT RAYON. ....................................................................................................5 TABEL 2: PROGRAM SURVEI KEPUASAN PELANGGAN "PDAM".................................................................7 TABEL 3: PEMBAGIAN JUMLAH SAMPEL..................................................................................................................... 10 TABEL 4: KODEFIKASI UNIT PELAYANAN................................................................................................................. 12 TABEL 5: KODE ENUMERATOR. ................................................................................................................................ 13 TABEL 6: JUMLAH RESPONDEN PERWILAYAH PELAYANAN. .................................................................................. 16 TABEL 7: PROFIL RESPONDEN PELANGGAN RUMAH TANGGA. ............................................................................. 16 TABEL 8: TINGKAT PENDIDIKAN. ............................................................................................................................. 17 TABEL 9: TOTAL PENDAPATAN SELAMA SEBULAN................................................................................................... 17 TABEL 10: JENIS PEKERJAAN....................................................................................................................................... 18 TABEL 11: PEMANFAATAN SUMBER AIR LAIN (SELAIN PDAM). ............................................................................ 18 TABEL 12: PEMANFAATAN AIR PDAM. .................................................................................................................... 19 TABEL 13: PRIORITAS UTAMA SUMBER AIR RUMAHTANGGA. ............................................................................... 19 TABEL 14: MEDIA KONTAK / KOMUNIKASI SAAT INI. ............................................................................................ 26 TABEL 15: MEDIA KONTAK / KOMUNIKASI YANG EFFEKTIF MENURUT PELANGGAN......................................... 26 TABEL 16: TINGKAT KEPUASAN ASPEK TEKNIS UNIT PELAYANAN/ RAYON ALAHAN PANJANG...................... 30 TABEL 17: TINGKAT KEPUASAN PELAYANAN ASPEK NON TEKNIS....................................................................... 31 TABEL 18: MATRIKS KEPUASAN KEPENTINGAN PELAYANAN TEKNIS ................................................................... 33 TABEL 19: MATRIKS KEPUASAN KEPENTINGAN ASPEK PELAYANAN NON TEKNIS - PENCATATAN METER AIR ........................................................................................................................................................................... 34 TABEL 20: MATRIKS KEPUASAN KEPENTINGAN ASPEK PELAYANAN NON TEKNIS - REKENING TAGIHAN. .... 34 TABEL 21: MATRIKS KEPUASAN KEPENTINGAN ASPEK PELAYANAN NON TEKNIS - TANGGAPAN TERHADAP KELUHAN PELANGGAN..................................................................................................................................... 35 TABEL 22: PROFIL RESPONDEN PELANGGAN PDAM NON RUMAH TANGGA. ................................................... 36 TABEL 23: PEMANFAATAN SUMBER AIR LAIN (SELAIN PDAM). ............................................................................ 36 TABEL 24: PENGGUNAAN AIR PDAM. .................................................................................................................... 37 TABEL 25: PRIORITAS UTAMA SUMBER AIR.............................................................................................................. 37 TABEL 26: MEDIA KOMUNIKASI PELANGGAN DENGAN PDAM. ........................................................................... 44 TABEL 27: MEDIA KOMUNIKASI YANG DIANGGAP EFFEKTIF OLEH PELANGGAN. .............................................. 44 TABEL 28: KESEDIAAN MENJADI ANGGAUTA FORUM PELANGGAN. .................................................................... 47 TABEL 29: WAKTU YANG DISEDIAKAN................................................................................................................... 47 TABEL 30: TINGKAT KEPUASAN ASPEK TEKNIS. ..................................................................................................... 48 TABEL 31: TINGKAT KEPUASAN PELAYANAN ASPEK NON TEKNIS....................................................................... 49 TABEL 32: MATRIKS KEPUASAN KEPENTINGAN PELAYANAN TEKNIS. .................................................................. 51 TABEL 33: MATRIKS KEPUASAN KEPENTINGAN ASPEK PELAYANAN NON TEKNIS - PENCATATAN METER AIR. ........................................................................................................................................................................... 52 TABEL 34: MATRIKS KEPUASAN KEPENTINGAN ASPEK PELAYANAN NON TEKNIS - REKENING TAGIHAN. .... 53 TABEL 35: MATRIKS KEPUASAN KEPENTINGAN ASPEK PELAYANAN NON TEKNIS TANGGAPAN THD KELUHAN PELANGGAN...................................................................................................................................................... 54 TABEL 36: MATRIKS KEPUASAN KEPENTINGAN ASPEK PELAYANAN NON TEKNIS – FASILITAS KANTOR PELAYANAN. ..................................................................................................................................................... 55 TABEL 37: PROFIL RESPONDEN NON PELANGGAN PDAM. .................................................................................. 56 TABEL 38: SUMBER AIR DAN PENGGUNAANYA....................................................................................................... 56 TABEL 39: KEINGINAN MENJADI PELANGGAN PDAM........................................................................................... 57 TABEL 40: ALASAN BELUM MENJADI PELANGGAN PDAM. ................................................................................... 57 TABEL 41: NILAI KEPUASAN PELAYANAN TEKNIS – PELANGGAN RUMAH TANGGA. ......................................... 61 TABEL 42: NILAI KEPUASAAN NON TEKNIS – PELANGGAN RUMAH TANGGA. .................................................. 62 TABEL 43: NILAI KEPUASAN PELAYANAN TEKNIS – PELANGGAN NON RUMAH TANGGA................................ 63 TABEL 44: NILAI KEPUASAAN NON TEKNIS – PELANGGAN NON RUMAH TANGGA......................................... 64