RELATIONSHIP OF QUALITY OF SERVICE TO THE SATISFACTION OF WATER CUSTOMERS IN THE REGIONAL GOVERNMENT OF DRINKING WATER TIRTA GIRI NATATA CIREBON CITY

Customer satisfaction is an important indicator in assessing the performance of a
service, including in the provision of clean water by the Drinking Water Company.
The quality of services provided directly contributes to the level of customer
satisfaction, which will ultimately affect the loyalty and image of the company. This
study aims to analyze the relationship between the quality of services provided by
the Regional Public Company of Drinking Water Tirta Giri Nata and the level of
customer satisfaction in Cirebon City. This study examines the relationship between
service quality and customer satisfaction of Tirta Giri Nata Drinking Water
Company in Cirebon. Using a quantitative method with 100 respondents, the study
found that although 64% of respondents rated service quality as good, 51%

expressed dissatisfaction due to technical problems and slow service response. Chi-
square test results (p < 0.05) indicate a significant relationship: good service

correlates with higher satisfaction (67.2%), while bad service correlates with
significant dissatisfaction (83.3%). Research results show that improving service
quality, especially in complaint response and water supply stability, is crucial to
achieving optimal customer satisfaction. The recommendation is that the Regional
Regulation of Drinking Water, Tirta Giri Nata, Cirebon City, should be more
responsive to customer complaints.