ANALISIS KUALITAS PELAYANAN PDAM TIRTA DHARMA DI KECAMATAN RATU AGUNG BENGKULU (APLIKASI QUALITY FUNCTION DEPLOYMENT)

This research aimed to give a concsideration for management of PDAM
Tirta Dharma Bengkulu for improving competitiveness, also for attracting and
retaining costumers. It can be done by using the quality function deployment (QFD)
method. Stages of this research are the degree of interest, level of consumer
satisfaction, determination of technical parameters, the interaction effect between the
explanation technical 9technique paramaters) with services attributes, technical
responses, technical priorities, as well as conflict and synergies arising from
technical explanations.
Source of data which is used in research of this primary data and data of
seconded obtained by propogating interview and questioner. Technique in intake of
sampel used by is cluster sampling. After processing the data, researcher obtained 16
attributes that important by customer. Also three are 15 technical parameters
provided by PDAM Tirta Dharma Bengkulu which given satisfaction with measured
value of 3,06 while its comparator of natural PDAM Tirta Alami Kepahiang with
value 3,47 meaning PDAM Tirta Dharma Bengkulu require to improve repair and
performance of service which during the time still less is gratifying of
customer/client.