Analyzing Service Quality Using Importance Performance Analysis

This study aims to analyze customer responses to the service quality of PERUMDAM Tirta Kerta Raharja in Tangerang, Indonesia, particularly regarding issues of water availability, water quality, and pipeline leakage. The method used is Importance-Performance Analysis (IPA) based on five service quality attributes: tangibility, reliability, responsiveness, assurance, and empathy. Data were collected through questionnaires filled out by customers of PERUMDAM Tirta Kerta Raharja's clean water services. The questionnaire results were analyzed to determine the position of each attribute within the IPA matrix, which is divided into four quadrants: (A) critical areas for improvement, (B) key strengths to maintain, (C) less important attributes, and (D) attributes with high performance but low importance. The findings show that the indicator of adequate equipment for employees, which is part of the tangibility attribute, falls into quadrant A, indicating it is a top priority for improvement. The conclusion of this study is that enhancing the adequacy of employee equipment at PERUMDAM Tirta Kerta Raharja will support better water availability and quality, reduce the risk of pipeline leakage, and ultimately improve customer satisfaction.