QUALITY OF DIRECT CUSTOMER COMPLAINTS SERVICE IN DELTA TIRTA REGIONAL DRINKING WATER COMPANIES IN SIDOARJO DISTRICT, SIDOARJO REGENCY
DOI:
https://doi.org/10.30996/dia.v19i2.5454Keywords:
service quality, water supply, complaints.Abstract
The quality of public services can be used as a benchmark for the results of the government's performance itself has been going well or there are still things that need to be addressed. Clean water service is a product of the type of service goods that are grouped in the form of provision or management of a physical form including distribution and direct delivery to consumers in one system. PDAM "Delta Tirta" Sidoarjo District, Sidoarjo Regency is very concerned about service performance aspects to maintain continuous service continuity, but there are still complaints. The purpose of this research is to find out how the quality of service for customer complaints directly to the Regional Water Company (Pdam) Delta Tirta in Sidoarjo District, Sidoarjo Regency. The type of this research is descriptive qualitative with data collection techniques in the form of interviews, observation, documentation, and literature study. To determine the quality of service directly at PDAM Delta Tirta, Sidoarjo District, Sidoarjo Regency at this time, researchers chose to use the 5 dimensions of public service quality proposed by Zeithaml et al 1990 in Hardiyansyah (2011:4647), namely Tangibel (Intangible), Reliability (Reliability), Responsiveness (Response), Assurance (Assurance), and Empathy (Empathy). Sources of data used are informants and documents related to research. The results of this study indicate that based on the five dimensions of service quality according to Parasuraman, including physical evidence (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empathy), it can be concluded that PDAM Delta Tirta Sidoarjo District, Sidoarjo Regency has fulfilled these five dimensions and has good service quality.
Downloads
References
Salim, R., Kusmanto, H., & Amin, M. (2018). Jurnal Pendidikan Ilmu-Ilmu Sosial Pengaruh Kualitas Pelayanan Publik Terhadap Kepuasan Pelanggan Di Perusahaan Daerah Air Minum Tirtanadi Cabang Medan Kota. 10(1), 155– 160.
Sari, N. (2010). Fakultas Ekonomi, Universitas Jambi Kampus Pinang Masak, Mendalo Darat, Jambi 36361. 12, 35–46.
Sinambela, L. P. (2008). Reformasi Pelayanan Publik : Teori, Kebijakan, dan Implementasi. Bumi Aksara.
Spencer, J. H., & Guzinsky, C. (2008). Innovations in Local Governance : Meeting Millennium Development Goal number 7 in Southeast Asia. (October 2007), 245–251. https://doi.org/10.1057/dev.2008.16
Taufiq, M. (2015). Studi Deskriptif tentang Manajemen Keluhan sebagai upaya meningkatkan Kualitas Pelayanan Publik di Dinas Pekerjaan Umum Bina Marga dan Pematusan Kota Surabaya. 3(November 2013), 1–11.
Tjahjono, A. (2018). Kualitas Air PDAM Buruk, Dana Rp 200 Miliar Untuk Apa? http://www.rmoljatim.com/read/2018/11/28/3797/Kualitas- Air-PDAM-Buruk,-Dana-Rp-200-Miliar-Untuk-Apa-
Ulung Pribadi. (2018). Efektivitas Pelaksanaan Pelayanan Pengaduan Masyarakat Berbasis E-Government. Jurnal Ilmu Pemerintahan Dan Kebijakan Publik, 1(January 2014).
Usman, J. (2011). Manajemen Birokrasi Profesional Dalam Meningkatkan Pelayanan Publik. Otoritas : Jurnal Ilmu Pemerintahan, 1(2).
Undang-Undang Republik Indonesia Nomor 7 Tahun 2004 Tentang Sumber Daya Air. , (2004).
Weenas, J. R. S. (2013). Kualitas Produk, Harga, Promosi dan Kualitas Pelayanan Pengaruhnya terhadap Keputusan Pembelian Spring Bed Comforta. Jurnal EMBA, 1(4), 607–618.
Winarsih, R. & S. (2006). manajemen pelayanan. Yogyakarta: Pustaka Pelajar.
Wlegleb, V., & Bruns, A. (2018). Hydro-social arrangements and paradigmatic change in water governance: an analysis of the sustainable development goals (SDGs). Sustainability Science.
Yusuf, M. (2014). Metode Penelitian Kuantitatif, Kualitatif, & Penelitian Gabungan. Jakarta: Prenadamedia Group
Downloads
Published
How to Cite
Issue
Section
License
The DiA journal allows authors to retain the copyright of their papers without limitation. Authors may grant publishers non-exclusive publishing rights to publish articles. Granting first publishing rights to publishers also qualifies as unlimited copyright (because there are no restrictions imposed by publishers on author copyright).
