Persepsi Pelanggan terhadap Keberlanjutan Pelayanan Sistem Penyediaan Air Minum (Spam) di Kabupaten Purwakarta
DOI:
https://doi.org/10.62007/joumi.v4i2.682Keywords:
Customer Perception, Drinking Water Supply System (Spam), Internal Factors, Partial Least Squares (Pls), SustainabilityAbstract
This study aims to analyze the improvement of Drinking Water Supply System (SPAM) services in Purwakarta Regency by examining current service conditions, customer perceptions, and factors influencing those perceptions. The study employed a survey method using purposive sampling, involving 100 household respondents from the three areas with the highest number of SPAM customers: Nageri Kaler, Ciseureuh, and Nageri Kidul. Data were analyzed using SmartPLS through the Partial Least Squares (PLS) technique. The results indicate that SPAM services in Purwakarta Regency remain suboptimal. The piped water services provided by Perumda Air Minum Gapura Tirta Rahayu show limited technical service coverage, low customer growth, and low water consumption. Customer perceptions are generally positive, particularly regarding water quality and service availability. Internal user factors, including subscription duration, knowledge, and personal motivation, significantly influence customer perceptions. In contrast, external factors such as income, infrastructure availability, government support, and promotion do not directly affect perceptions, although they contribute to SPAM sustainability. Internal factors also influence sustainability through customer perception as a mediating variable, whereas external factors have no significant indirect effect through customer perception.
References
Ajzen, I. (2005). Attitudes, personality, and behavior (2nd ed.). Open University Press.
Amelia, E. B. (2023). Faktor-faktor kritis penentu kesuksesan kerja sama pemerintah dengan badan usaha (KPBU) sektor air minum. Jurnal Litbang: Media Informasi Penelitian, Pengembangan dan IPTEK, 19(1), 57–72. https://doi.org/10.33658/jl.v19i1.317
Anandini, F. (2011). Identifikasi prospek keberlanjutan kegiatan penyediaan air bersih berbasis masyarakat setelah program Water and Sanitation for Low Income Community 2 berakhir (Studi kasus: Kabupaten Bogor). Journal of Regional and City Planning, 22(3), 161–176. https://doi.org/10.5614/jpwk.2011.22.3.1
Anandini, R. (2011). Implementasi SDGs tujuan 6 dalam pembangunan infrastruktur air minum. Jurnal Pembangunan Berkelanjutan, 3(2), 45–55.
Arid, S. (2024). Kajian sistem pengelolaan Sistem Penyediaan Air Minum (SPAM) pedesaan: Study of sustainable rural water supply system (SPAM) management system in Nekmese. Jurnal Batakarang, 5(2).
Asiri, L., & Buton, U. M. (2024). Kualitas pelayanan publik dalam meningkatkan kepuasan pelanggan air bersih di kantor Perusahaan Umum Daerah Air Minum (Perumdam). Jurnal Administrasi Publik, 10, 545–559.
Azzahra, S. I. N. (2020). Pengaruh sikap, pengetahuan, dan persepsi pelanggan terhadap upaya peningkatan pelayanan air minum di Kelurahan Mojosongo Kota Surakarta. Jurnal Wilayah dan Lingkungan, 11(2).
Badan Perencanaan Pembangunan Nasional. (2024). Arah kebijakan penerapan SPM bidang pekerjaan umum dalam akhir RPJMN 2020–2024 dan Indonesia Emas 2045. Bappenas.
Badan Pusat Statistik Kabupaten Purwakarta. (2025). Kabupaten Purwakarta dalam angka 2025. BPS Kabupaten Purwakarta.
Baso, S., Septiana, A. R., Sembilanbelas, U., & Kolaka, N. (2023). Analisis kualitas layanan perusahaan daerah air minum pada pelayanan air bersih di Kecamatan Tirawuta. Publicuho, 6(4), 1496–1510. https://doi.org/10.35817/publicuho.v6i4.293
Beker, B. A., & Kansal, M. L. (2023). Complexities of the urban drinking water systems in Ethiopia and possible interventions for sustainability. Environment, Development and Sustainability. https://doi.org/10.1007/s10668-022-02901-7
Brilian, S. C., & Haris, M. (2023). Analisis faktor-faktor yang mempengaruhi kepuasan pelanggan. Solusi, 21(3), 300–310. https://doi.org/10.26623/slsi.v21i3.7171
Budiharjo, E., & Sujarto, D. (2013). Kota berkelanjutan (Sustainable city) (2nd ed.). PT Alumni.
Chin, W. W., & Newsted, P. R. (1998). The partial least squares approach to structural equation modeling. In G. A. Marcoulides (Ed.), Modern methods for business research (pp. 295–336). Lawrence Erlbaum Associates.
Dinas Kependudukan dan Pencatatan Sipil Kabupaten Purwakarta. (2025). Buku agregat semester II Disdukcapil Kabupaten Purwakarta tahun 2025. Disdukcapil Kabupaten Purwakarta.
Efendi, A., Bakri, S., Abidin, Z., & Nurhasanah, N. (2024). Analisis keberlanjutan program Sistem Penyediaan Air Minum berbasis masyarakat dengan perspektif masyarakat atas keandalan program sebagai variabel intervening. Jurnal Hutan Tropis, 12(2), 262–274. https://doi.org/10.20527/jht.v12i2.19777
Etale, A., Jobin, M., & Siegrist, M. (2018). Tap versus bottled water consumption: The influence of social norms, affect and image on consumer choice. Appetite, 121, 138–146. https://doi.org/10.1016/j.appet.2017.11.090
Fargan, R., & Rahman, H. Z. (2024). Analisis tingkat kepuasan pelanggan untuk pengembangan Sistem Penyediaan Air Minum: Studi kasus SPAM Sukabumi. Jurnal Artesis, 4(1), 1–8.
Ferdinansyah, E., Azmeri, A., & Fatimah, E. (2018). Faktor dominan dan strategi penyediaan air bersih di desa rawan air bersih pada Kecamatan Baitussalam Kabupaten Aceh Besar. Jurnal Teknik Sipil, 1(4), 903–914. https://doi.org/10.24815/jts.v1i4.10051
Gaspersz, V. (2015). Total quality management. Gramedia.
Ihsan, M., Yunida, R., Huwaida, H., Shintia, N., Amelia, R., Wardana, W., et al. (2023). Pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada Perusahaan Daerah Air Minum (PDAM) Bandarmasih Kota Banjarmasin. Jurnal Bisnis dan Manajemen, 2(1), 44–53.
Jasin, H., & Sriwahyuni, I. (2014). Pengaruh kualitas pelayanan dan kualitas air Tirtanadi Cabang Tuasan Medan. Ekonomikawan, 14(1), 57–65.
Jumani, Herianto, M., & Hasim, A. (2022). Kualitas pelayanan pemeriksaan kapal dalam karantina pada Kantor Kesehatan Pelabuhan Kelas III Dumai. Jurnal Niara, 15(2), 360–367. https://doi.org/10.31849/niara.v15i2.7388
Kirana, Y. A., Effendi, I., & Silviyanti, S. (2019). Peranan anggota Kelompok Wanita Tani (KWT) dalam mewujudkan Desa Agrowisata Sungai Langka Kecamatan Gedong Tataan Kabupaten Pesawaran. Jurnal Ilmu-Ilmu Agribisnis, 6(4), 415–421. https://doi.org/10.23960/jiia.v6i4.415-421
Kusuma, N. R., & Haryanto, R. (2023). Pengaruh kualitas pelayanan penyediaan air bersih terhadap kepuasan pelanggan di PDAM Kabupaten Tapin. BIMA: Jurnal Bisnis dan Manajemen, 2(2), 125–130.
Lestari, A. (2019). Kualitas pelayanan Perusahaan Daerah Air Minum (PDAM) dalam penyediaan air bersih kepada masyarakat Kelurahan Sempaja. Jurnal Administrasi Publik, 7(4).
Lupiyoadi, R., & Hamdani. (2012). Manajemen pemasaran jasa. Salemba Empat.
Mareta Dewi, I., & Mursyidah, L. (2022). The influence of service quality on customer satisfaction of Regional Drinking Water Company (PDAM) “Delta Tirta”. Indonesian Journal of Public Policy Review, 17, Article 1243. https://doi.org/10.21070/ijppr.v17i0.1243
Mema, W., Penu, Y. P., & Djata, B. T. (2021). Analisis faktor-faktor yang mempengaruhi permintaan air bersih pada Perusahaan Daerah Air Minum (PDAM) Kecamatan Bajawa Kabupaten Ngada. Jurnal Equilibrium, 1(2). https://doi.org/10.37478/jeq.v1i2.1813
Mujahid, N. W. (2020). Pedoman pengukuran capaian pembangunan perumahan dan permukiman berbasis hasil (outcome). Pokja PPAS Nasional.
Mulyani, S., K., R. H., & Heikal, J. (2026). The effect of quality, quantity, continuity, and service of Sistem Penyediaan Air Minum (SPAM)/Drinking Water Supply System (DWSS) products on customer satisfaction and its impact on piped water absorption using SEM-PLS methods. Jurnal Riset Sistem dan Manajemen, 5(8), 10845–10853. https://doi.org/10.59141/jrssem.v5i8.1348
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Hidayatul Lailiah, Zainal Abidin, Fembriarti Erry Prasmatiwi, Muhammad Irfan Affandi, Maya Riantini
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
