The Customer Satisfaction of the Drinking Water in the Coastal of Semarang and the Risk Management

Abstract

The water supply system is vital for inhabitants living in the coastal area. The water supply system in the coastal of Semarang 60% served by private. There is no information related to the private service of deep groundwater supply and customer satisfaction. This was an observational research with a cross-sectional. The samples were 40 of the service providers of deep groundwater and 40 customers obtained by accidental sampling. Data were collected by observation and interviewed by using questionnaires. Statistical analysis used the Chi-Square test with an estimated error of 5%. The results showed that the overall aspects of the service of deep groundwater supply in the good category were 22.5%. The overall perception of customer satisfaction showed in the satisfied category was 55 %. There was a significant association between the less good service of deep groundwater supply and the less satisfaction of the customer under the aspect of quality (p=0.006), quantity (p=0.001), continuity (p<0.001), and the overall of the service aspects (p=0.027). There was no significant association between affordability and the poor perception of customer satisfaction (p=0.736). The research concluded the less good service of deep groundwater supply and less satisfied with the customer in the coastal of Semarang. The quality, quantity, and continuity of drinking water may risk in health customers.