Volume 1, Issue 4, March 2020 E-ISSN : 2686-522X, P-ISSN : 2686-5211 Available Online: https://dinastipub.org/DIJMS 556 | Page ANALYSIS OF CONSUMER PERCEPTIONS OF SERVICE QUALITY OF DRINKING WATER COMPANIES 1) Handry Sudiarta Athar, 2) Himawan Sutanto, 3) Iwan Kusmayadi Postgraduate degree, Mataram University, Lombok, Indonesia ARTICLE INFORMATION Received: 20 February 2020 Revised: 02 March 2020 Issued: 09 March 2020 (filled in by Editor) Corresponding author: first author E-mail: andre_sudiartha@yahoo.com DOI:10.31933/DIJMS Abstract: The aim of the research was to analyze the service quality of drinking water companies using the servQual method. This research is a quantitative research with research method conducted in different companies in the city of Mataram, Lombok. Data analysis was performed using the service quality method (ServQual). The results showed that the customer satisfaction criteria on each service characteristic in general of the five components were on average very good, this is known from the results of the NKJ calculation which are results 1,022 that are classified as very good. Keywords: Consumer Perception, Service Quality, Company INTRODUCTION Competition will be achieved if the company can create and retain customers (Tjiptono, 2008). To achieve these objectives, the company requires different efforts to achieve the planned objectives. An effort that needs to be made is to improve the quality of business services. Good business quality will meet customer expectations through services that come with the products offered with the aim of creating customer satisfaction (Kotler, 2005). Service quality is one of the survival requirements of a company or agency, the high quality of the services provided will be reflected in the aspect of service user satisfaction (Suryaningtyas, et al. 2013). Satisfied customers are opportunities to get new customers. Customer satisfaction is a very important part in the success of a company (Winarno and Absor, 2018). Retaining all existing clients will generally be more profitable than changing clients, because the cost of attracting new clients can be five times as high as retaining an existing client (Kotler, 2005), thus retaining Customers is the same as maintaining the viability of the business.