The Infrastructure Performance of Wajo Regency’s Regional Water Company Based on Costumer’s Perceptions

Abstract

Regional Water Company (PDAM) is a company that serves the clean water needs for Wajo Regency. Because there are still many customers’ complaints, it is deemed necessary to analyze the performance model of PDAM Wajo Regency infrastructure and analyze how to improve its performance. The data collection method used was a questionnaire by distributing to 155 PDAM Wajo Regency customers and then processed using the SPSS application. Based on the condition of the existing PDAM Wajo Regency infrastructure can be categorized as good. The infrastructure performance model of PDAM Wajo Regency based on customer perception is Y = −0,280 + 0.192X1 + 0.229X2 + 0.202X3 + 0.174X4 + 0.226X5, X1 is realiability variable, X2 is tangible variable, X3 is responsiveness variable, X4 is empathy variable, and X5 is assurance variable. Correlation coefficient (R) is 0.993. The assurance variable has the greatest influence at 28,216% performance for PDAM Wajo Regency infrastructure. The average performance of PDAM Wajo Regency infrastructure based on customer perception is 3.75 categorized as having a good performance. How to improve PDAM Wajo Regency performance is according to customer perceptions by developing a water treatment plan (IPA), replacing damaged distribution installations, replacing customers’ damaged water meters, replacing non-functioning main water meters, and replacing damage distribution pipes. regular metering and water tariff review, according to Permendagri Number 71 Year 2016. Training needs to be held for all employees to improve the quality of human resources of PDAM Wajo Regency.