Sistem Pendukung Keputusan Prioritas Penanganan Pengaduan Keluhan Pelanggan Gas Alam Menggunakan Metode SAW

Abstract

PT. Sarana Pembangunan Palembang Jaya (SP2J) manages the natural gas distribution network in Palembang and receives customer complaints that vary in type and urgency, ranging from leaking pipes to damaged gas meters. Prioritizing the handling of these complaints has so far relied on the subjective judgment of the Technical Coordinator, resulting in inconsistent decisions and suboptimal technician allocation. This study aims to design and build a website-based Decision Support System (DSS) that applies the Simple Additive Weighting (SAW) method to determine complaint-handling priority objectively. The system was developed based on requirements analysis, with data collected through observation, interviews, documentation, and literature study. Four criteria were used: level of urgency (weight 0.50), reporting duration (0.25), customer type (0.15), and distance to location (0.10), applied to five complaint alternatives through decision matrix formation, normalization, and preference value calculation. Results show that the leaking pipe complaint (PGD-DEMANG-002) obtained the highest preference value of 0.9375, followed by pipe service (0.7708), damaged gas meter (0.5625), another damaged gas meter case (0.4500), and additional fire point (0.3125). The resulting web-based system automatically ranks the complaints, helping the Field Coordinator assign technicians more efficiently. The system is concluded to help PT. SP2J determine complaint-handling priorities more systematically and objectively, replacing the previously subjective decision-making process.

GS Cited Analysis