KUALITAS PELAYANAN PDAM TIRTA BETUAH DALAM PENDISTRIBUSIAN AIR BERSIH DI KELURAHAN KENTEN LAUT KABUPATEN BANYUASIN

RUANSYAH, A. RIDHO and Semil, Nurmah and Mardianto, Mardianto (2021) KUALITAS PELAYANAN PDAM TIRTA BETUAH DALAM PENDISTRIBUSIAN AIR BERSIH DI KELURAHAN KENTEN LAUT KABUPATEN BANYUASIN. Undergraduate thesis, Sriwijaya University.

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Abstract

Research on the Service Quality of PDAM Tirta Betuah Banyuasin Regency in Kelurahan Kenten Laut based on Regional Regulation No. 4 of 2005 concerning the Establishment of a Regional Drinking Water Company (PDAM) Tirta Betuah, Banyuasin Regency. However, in Kenten Laut Village the phenomenon of uneven and unscheduled distribution of clean water was found as well as complaints from the public regarding the low quantity and quality of clean water distributed. The purpose of this study was to determine the service quality of PDAM Tirta Betuah in the distribution of clean water in Kenten Laut Village, Banyuasin Regency. This type of research is descriptive with quantitative methods. The data collection technique is done by using observation, documentation and questionnaires. Service quality theory used from Zeithaml, Parasuraman and Berry. The results showed that the service quality of PDAM Tirta Betuah in Kenten Laut Village was not satisfactory. This is because of the 5 dimensions according to Zeithaml, Parasuraman and Berry, there are 3 unsatisfactory dimensions even though the overall gap is positive or satisfactory. From the tangibles dimension there is still a lack of more modern equipment in the distribution process, from the Assurance dimension the lack of water quality received by consumers is due to the fact that it is often cloudy and smelly, from the Emphaty dimension the employee's lack of attention to customer complaints. Recommendations are adding existing equipment with more modern equipment as well as improving employee competence, ensuring clean water that is distributed is really clear and odorless before it reaches customers and improves the way employees handle customer complaints. Keywords: Service Quality; PDAM; Clean Water

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	State Administration
Subjects:	H Social Sciences > HF Commerce > HF5549-5549.5 Personnel management. Employment management H Social Sciences > HF Commerce > HF5717-5734.7 Business communication Including business report writing, business correspondence H Social Sciences > HJ Public Finance > HJ2338 Taxation of government property
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Users 11753 not found.
Date Deposited:	16 Apr 2021 04:58
Last Modified:	16 Apr 2021 04:58
URI:	http://repository.unsri.ac.id/id/eprint/45635

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