ANALISA KINERJA PDAM TIRTA KAHURIPAN, KABUPATEN BOGOR DENGAN PENDEKATAN BALANCED SCORECARD
DOI:
https://doi.org/10.22441/jimb.v4i3.5612Kata Kunci:
penilaian kinerja, perspektif pelanggan, proses bisnis internal.Abstrak
Hasil pengujian CFA (Confinmantory Factor Analysis) sebagaimana ditampilkan pada gambar berikut, bahwa nilai MSA (Measure of Sampling Adequacy) sebesar 0,731 lebih besar dari nilai yang disyaratkan sebesar 0,50 Hal ini dapat diambil kesimpulan bahwa jumlah sampel yang dilakukan adalah representatif. Sedangkan berdasarkan hasil uji realibilitas sebagaimana ditampilkan pada tabel dibawah ini terlihat nilai “ Cronbach’s Alpha nya sebesar 0,798. Hal ini menunjukan bahwa indicator/ variabel atas jawaban responden adalah “ handal/ realibel” atau stabil. Bahwa hasil pengolahan data kinerja Perspektif Pelanggan secara total dinilai kinerja kepuasan pelanggan PDAM Tirta Kahuripan Bogor dinilai Cukup Baik. Hal ini dilihat dari total indeks kepuasan pelanggan mencapai 3,24. Kinerja tersebut diperoleh dari aspek i) Kulitas Produksi, ii) Distribusi, iii) Rekening Air, iv) Meter Air dan v) Aspek Pelayanan Pengaduan. Responden memberikan nilai tertinggi pada Indeks aspek pelayana Rekening Air (3,61) dan Nilai indeks terendah responden menilai pada Aspek Pengaduan Pelayanan Pelanggan (3,24). Bahwa berdasarkan data penambahan jumlah sambungan baru dibandingkan dengan total sambungan, dapat kita simpulkan bahwa kemampuan PDAM dalam menjaring pelanggan baru PDAM Kabupaten Bogor cukup baik . Hal ini dilihat dari adanya peningkatan jumlah sambungan air minum yaitu 8.698 sambangan baru di tahun 2014 dan menjadi 11.111 sambungan pada tahun 2015 atau tingkat kemampuan menarik sambungan baru mencapai 8,34%.Unduhan
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