Authors : Diana Andriani, Made Aryantha Anthara, Julian Robecca and Dedi Setiadi
Abstract: The quality of services provided by the company is the most important yardstick for measuring customer satisfaction. PDAM Tirtawening Bandung City West area is one of the local state-owned units engaged in the distribution of clean water. The study was conducted using a model of Kano to categorize how well the attributes of the service are able to meet customers satisfaction. The results from this study indicate that there are three categories of Kano that Must be, one dimensional and indifferent on the attributes of service and are dominated by mustbe category. These attributes indicate the wishes of the customer service PDAM tirtawening Bandung City West region has been met but the levels of satisfaction of these attributes are still low is seen in 13 attributes are below the value of 0.5 of the range of 0-1 and only an attribute is above 0.5. It is an indicator that the attribute-value customer satisfaction PDAM tirtawening Bandung City West region attributes must be enhanced by improving service of these attributes.
Diana Andriani, Made Aryantha Anthara, Julian Robecca and Dedi Setiadi, 2017. The Analysis Satisfaction of Water Services Using Kano Model in PDAM Tirtawening Bandung West Region. Journal of Engineering and Applied Sciences, 12: 34-39.