Analisis Kinerja Perusahaan Daerah Air Minum (Pdam) Kota Malang

Shalihah, Nira Indriani (2018) Analisis Kinerja Perusahaan Daerah Air Minum (Pdam) Kota Malang. Magister thesis, Universitas Brawijaya.

Abstract

Perusahaan Daerah Air Minum (PDAM) merupakan perusahaan milik daerah yang menyediakan jasa dalam memenuhi kebutuhan air bersih di daerah perkotaan. Di Kota Malang, kebutuhan air bersih PDAM dikelola oleh PDAM Tirta Dharma. Namun, masih banyak keluhan pelanggan terhadap aliran air pada sambungan rumah yang tidak mengalir atau hanya mengalir pada jam-jam tertentu, keluhan terhadap pelayanan yang diberikan oleh pihak PDAM Kota Malang dalam melayani pendaftaran pelanggan baru maupun keluhan pelanggan terhadap kinerja PDAM Kota Malang. Tujuan dari penelitian ini adalah untuk menganalisis tingkat kepuasan pelanggan terhadap tingkat pelayanan distribusi air bersih, menganalisis kinerja jaringan, kinerja pelayanan PDAM Kota Malang serta sebagai bahan masukan kepada pihak PDAM Kota Malang. Peneliti melakukan penelitian pada Wilayah Proyek DMA 1E-Bangkon yang meliputi Kelurahan Tunggulwulung, Kelurahan Tasikmadu dan Kelurahan Mojolangu dengan total pelanggan sebanyak 549 pelanggan dan diambil sampel sebanyak 85 pelanggan. Penelitian merupakan penelitian kualitatif dengan menganalisis data kuisoner terhadap 85pelanggan. Hasil uji realibilitas terhadap kuisioner dengan nilai r table signifikan 5% diperoleh sebesar 0,213 dan nilai Cronbach’s Alpha 0,602 maka uji realibilitas dinyatakan reliabel. Hasil uji validitas dinyatakan valid dengan nilai r hitung 0,58 > r table 0,213. Analisis dengan metode IPA menghasilkan kuadran yang terbagi atas empat bagian dengan dibatasi oleh dua garis berpotongan dengan nilai sumbu X diperoleh 4,06 berdasarkan rata-rata skor tingkat kepuasan dan sumbu Y 3,96 berdasarkan rata-rata skor tingkat kepentingan. Peneliti melakukan pengambilan sampel air untuk dilakukan perbandingan kualitas air yang dikonsumsi pelanggan apakah sudah sesuai dengan air yang diproduksi oleh PDAM Kota Malang. Hasil penilaian pelanggan terhadap tingkat pelayanan sistem distribusi air bersih PDAM Kota Malang yang ada saat ini, berdasarkan faktor pendukung kepuasan meliputi kepuasan terhadap kualitas air, aliran air, kondisi meteran air, jangka waktu pelayanan, penanganan keluhan dan kecepatan dalam penanganan masalah di lapangan mendapatkan hasil bahwa pelanggan puas dengan prosentase rata-rata sebesar 34,72%. Hasil analisis hidrolika pada wilayah penelitian diperoleh nilai total head loss pada wilayah Tunggulwulung dengan Q = 21,81 l/dt, V = 0,661 m/dt sebesar 22,822 m dengan sisa tekanan 45,178 m. sedangkan pada wilayah Tasikmadu terbagi menjadi Tasikmadu 1 dengan Q = 5,99 l/dt, V = 0,122 m/dt total head loss sebesar 3,88046 m dengan sisa tekanan 56,298 m dan Tasikmadu 2 Q = 6,81 l/dt, V = 0,139 m/dt, total head loss sebesar 4,58059 m dengan sisa tekanan 57,598 m. Pada wilayah Mojolangu Q = 6,25 l/dt, V = 0,127 m/dt head loss total sebesar 6,16 dengan sisa tekanan 85,84 m. Hasil perhitungan kecepatan pada wilayah Tasikmadu 1, Tasikmadu 2 dan Mojolangu belum memenuhi standar minimum kecepatan sebesar 0,5 m/dt dan dapat berpengaruh terhadap aliran air pada sambungan rumah pelanggan. Berdasarkan data tahun 2016-2017, prosentase keandalan 70% dengan prosentase kejadian gagal atau kurang dalam memenuhi kebutuhan air pelanggan sebesar 30%.

English Abstract

Malang City State Tap-Water Company (PDAM) is a regionally owned company that provides services in meeting clean water needs in urban areas. In Malang City, PDAM's clean water needs are managed by PDAM Tirta Dharma. However, there are still many customer complaints about the flow of water in house connections that do not flow or only flow at certain hours, complaints about services provided by PDAM Kota Malang in serving new customer registration and customer complaints on the performance of Malang City PDAM. The purpose of this study is to analyze the level of customer satisfaction with the level of clean water distribution services, analyze network performance, service performance of PDAM Kota Malang and as input for the PDAM of Malang City. Researchers conducted research on the 1E-Bangkon DMA Project Area which included the Tunggulwulung Village, Tasikmadu and Mojolangu Villages with a total of 549 customers and 85 customers. The research is a qualitative study by analyzing questionnaire data on 85 customers. The reliability test results for the questionnaire with a significant 5% r table value were obtained at 0.213 and the Cronbach's Alpha value was 0.602, then the reliability test was declared reliable. The results of the validity test are declared valid with the value of r count 0.58 > r table 0.213. Analysis with the IPA method produces a quadrant divided into four parts, limited by two intersecting lines with the X axis value obtained 4.06 based on the average score of satisfaction level and Y axis 3.96 based on the average score of importance. The researcher conducted water sampling to compare the quality of water consumed by the customer whether it was in accordance with the water produced by PDAM Kota Malang. The results of customer assessment of the level of service of the Malang City PDAM's water distribution system that is currently available, based on satisfaction supporting factors include satisfaction with water quality, water flow, water meter conditions, service period, handling complaints and speed in handling problems on the ground. that customers are satisfied with an average percentage of 34.72%. The results of hydraulic analysis in the study area obtained the total head loss value in the scrolling region with Q = 21.81 l / dt, V = 0.661 m / dt of 22.822 m with the remaining pressure of 45.178 m. whereas in the Tasikmadu region it is divided into Tasikmadu 1 with Q = 5.99 l / dt, V = 0.122 m / sec total head loss of 3.88046 m with the remaining pressure of 56.289 m and Tasikmadu 2 Q = 6.81 l / dt, V = 0.139 m / sec, the total head loss is 4.58059 m with the remaining pressure of 57.598 m. In Mojolangu area Q = 6.25 l / dt, V = 0.127 m / dt total head loss is 6.16 with the remaining pressure of 85.84 m. The results of the calculation of speed in the area of Tasikmadu 1, Tasikmadu 2 and Mojolangu have not met the minimum standard speed of 0.5 m / s and can affect the flow of water at the customer's home connection. Based on data from 2016-2017, the percentage of reliability is 70% with the percentage of events failing or lacking in meeting customer water needs of 30%.

Other obstract

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Item Type:	Thesis (Magister)
Identification Number:	TES/658.312/SHA/2018/a/041900475
Uncontrolled Keywords:	EMPLOYEES--RATING OF PERFORMACE STANDARDS
Subjects:	600 Technology (Applied sciences) > 658 General management > 658.3 Personnel management (human resource management) > 658.31 Elements of personnel management > 658.312 Conditions of employment, performance rating, utilization of personnel
Divisions:	S2/S3 > Magister Teknik Sipil, Fakultas Teknik
Depositing User:	Budi Wahyono Wahyono
Date Deposited:	04 Sep 2019 02:29
Last Modified:	16 Jun 2023 08:58
URI:	http://repository.ub.ac.id/id/eprint/172358

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