Analisis Tingkat Kepuasan Pelanggan Layanan Spam Karang Jaya di Kec. Karang jaya Kabupaten Musi Rawas Utara: Analysis of Customer Satisfaction Level of Karang Jaya Spam Service in Karang Jaya District, Musi Rawas Utara Regency

Nanda Prayoga

Authors

Nanda Prayoga Universitas Musi Rawas

Keywords:

kepuasan pelanggan, SPAM, persepsi pelanggan, layanan air minum, skala Likert

Abstract

[IN] Penelitian ini bertujuan menggambarkan tingkat kepuasan pelanggan terhadap layanan SPAM Karang Jaya di Kecamatan Karang Jaya, Kabupaten Musi Rawas Utara, berdasarkan persepsi pelanggan. Penelitian menggunakan pendekatan kuantitatif deskriptif dengan survei terhadap 96 pelanggan yang dipilih secara purposive. Data dikumpulkan melalui kuesioner, observasi, wawancara, dan dokumentasi. Persepsi diukur menggunakan skala Likert empat tingkat. Untuk mengatasi ketidaksesuaian antara skor minimum skala dan interval kategori, indeks dinormalisasi dengan mengurangkan skor minimum yang mungkin dari skor aktual, kemudian membaginya dengan rentang skor teoritis. Berdasarkan skor indikator yang tercantum dalam naskah, indeks rata-rata ternormalisasi adalah 72,78% dan termasuk kategori puas menurut interval interpretasi yang digunakan. Aspek ekonomi memperoleh indeks rata-rata tertinggi (94,10%), diikuti persepsi karakteristik air (82,29%), sedangkan aspek pelayanan memiliki indeks terendah (50,49%). Indikator terendah adalah jam operasional (33,33%), diikuti kecukupan aliran air (37,50%) dan informasi pelayanan (44,10%). Hasil ini menunjukkan perlunya prioritas perbaikan pada jadwal dan kontinuitas distribusi, kecukupan aliran di titik pelanggan, serta penyampaian informasi. Penilaian karakteristik air dalam penelitian ini merupakan persepsi pelanggan dan bukan hasil uji kualitas air secara laboratorium.

[EN] This study aims to describe the level of customer satisfaction with SPAM Karang Jaya services in Karang Jaya District, Musi Rawas Utara Regency, based on customer perceptions. The study uses a descriptive quantitative approach with a survey of 96 customers selected purposively. Data were collected through questionnaires, observation, interviews, and documentation. Perceptions were measured using a four-level Likert scale. To address the mismatch between the minimum scale score and category intervals, the index was normalized by subtracting the minimum possible score from the actual score, then dividing it by the theoretical score range. Based on the indicator scores listed in the manuscript, the normalized average index is 72.78% and falls into the satisfied category according to the interpretation interval used. The economic aspect obtained the highest average index (94.10%), followed by the perception of water characteristics (82.29%), while the service aspect had the lowest index (50.49%). The lowest indicators were operating hours (33.33%), followed by the adequacy of water flow (37.50%) and service information (44.10%). These results indicate the need to prioritize improvements in scheduling and distribution continuity, the adequacy of flow at customer points, and the delivery of information. The assessment of water characteristics in this study represents customer perception and not the results of laboratory water quality testing.

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