Service Quality Gap Analysis of Water Supply in Urban Areas: Water Supply Company, Bogor Regency

High population growth in urban areas has led to higher activities which increase the needs of clean water. Efforts to provide water in urban areas come from the government known as water supply companies. The increasing demand will affect the quality of clean water itself, because of water resources capacity is limited and could create water service quality gap in the end. The purpose of this thesis is to identify the level of customer satisfaction with the service performance of PDAM Kota Wisata, to identify factors which influence service quality of water supply company and to analyse service quality gaps between water supply and the benefits received by the users (customers). This research uses a qualitative and quantitative approach, and data collection is done through area observation, agency visits and questionnaires, as well as literature reviews. The assessment of service quality is carried out through weighting based on the Likert scale, data processing and analysis methods which are carried out through the structuring equation modelling (SEM) method. The results showed some of the service quality aspects which are caused by several factors, start from the water resources capacity, the management of the water supply company and the operational standards and procedures in serving water to the users. The conclusions can be drawn by forming irreparable factors and give alternative solutions to reduce the gap of service quality between water supply and benefits to the users.