Yayasan Air Kita menggagas inovasi memanfaatkan air hujan menjadi air minum dengan adanya pertambahan penduduk dan potensi hujan tinggi. Sosialisasi, cek kualitas air hujan, hingga pemanenan terstruktur dilakukan sejak 2017. Banyak masyarakat yang belum mengimplementaskan pemanfaatan air hujan sebagai air minum dalam kehidupan sehari-hari. Hal ini memerlukan kajian terkait kepuasan masyarakat terhadap Yayasan Air Kita. Tujuan penelitian untuk mendeskripsikan ada tidaknya perbedaan harapan dan kenyataan kepuasan, mendeskripsikan tingkat kepuasan dan mendeskripsikan analisis perbandingan kepuasan masyarakat berdasarkan diagram kartesius.

Jenis penelitian menggunakan penelitian deskriptif kuantitatif. Penelitian ini berlokasi di Yayasan Air Kita Kabupaten Jombang. Sampel penelitian diambil menggunakan teknik purposive sampling yakni meliputi masyarakat Desa Karangwinongan sebanyak 100 responden dan luar Desa Karangwinongan sebanyak 3 responden. Pengumpulan data melalui angket. Analisis data menggunakan gap analisis dan diagram kartesius.

Hasil penelitian menunjukkan bahwa terdapat perbedaan antara harapan dan kenyataan. Tingkat kepuasan tidak puas dibanding dengan harapan. Berdasarkan diagram kartesius masyarakat Desa Karangwinongan menunjukkan bahwa tingkat kepuasan responsivness di kuadran III (prioritas rendah) yang berarti biasa-biasa saja, reliability di kuadran IV (berlebihan) atau baik, assurance di kuadran IV (berlebihan) atau baik, empathy di kuadran I (prioritas utama) yang berarti mengecewakan dan tangibles pada kuadran IV (berlebihan) atau baik. Berdasarkan diagram kartesius masyarakat luar Desa Karangwinongan menunjukkan bahwa tingkat kepuasan responsivness berada pada kuadran III (prioritas rendah) yang berarti biasa-biasa saja, reliability pada kuadran I (prioritas utama) yang berarti mengecewakan, assurance pada kuadran II (pertahankan prestasi)/cukup baik, empathy pada kuadran I (prioritas utama) yang berarti mengecewakan dan tangibles pada kuadran II (pertahankan prestasi)/cukup baik.

Kata Kunci: Kepuasan, Kualitas Pelayanan, Air Kita.

The Air Kita Foundation initiated an innovation to use rainwater to become drinking water given the increasing population and high rainfall potential. Outreach, checking the quality of rainwater, to structured harvesting has been carried out since 2017. Many people have not implemented the use of rainwater as drinking water in their daily lives. This requires a study related to community satisfaction with the Air Kita Foundation. The purpose of this research is to describe whether there are differences in expectations and actual satisfaction, to describe the level of satisfaction and to describe a comparative analysis of community satisfaction based on a Cartesian diagram.

This type of research uses quantitative descriptive research. This research is located at the Air Kita Foundation, Jombang Regency. The research sample was taken using a purposive sampling technique, which included 100 respondents from Karangwinongan Village and 3 outside Karangwinongan Village. Data collection through questionnaires. Data analysis uses gap analysis and Cartesian diagrams.

The results of the research show that there are differences between expectations and reality. The level of satisfaction is not satisfied compared to expectations. Based on the Cartesian diagram, the people of Karangwinongan Village show that the responsiveness level is in quadrant III (low priority) which means mediocre, reliability is in quadrant IV (excessive) or good, assurance is in quadrant IV (excessive) or good, empathy is in quadrant I ( top priority) which means disappointing and tangibles in quadrant IV (excessive) or good. Based on the Cartesian diagram of the people outside Karangwinongan Village, it shows that the level of responsiveness satisfaction is in quadrant III (low priority), which means mediocre, reliability is in quadrant I (top priority), which means disappointing, assurance is in quadrant II (maintain achievement)/good enough , empathy in quadrant I (top priority) which means disappointing and tangibles in quadrant II (maintain achievement)/good enough.

Keywords: Satisfaction, Service Quality, Air Kita