MANAJEMEN KOMPLAIN PELAYANAN PUBLIK PADA PERUSAHAAN UMUM DAERAH (PERUMDA) TIRTA MUSI KOTA PALEMBANG

LISA, TIANA and Santoso, Anang Dwi (2023) MANAJEMEN KOMPLAIN PELAYANAN PUBLIK PADA PERUSAHAAN UMUM DAERAH (PERUMDA) TIRTA MUSI KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

Regional Public Company (PERUMDA) Tirta Musi is a company engaged in providing clean water to the community. But in providing services there are still problems that are obtained, one of which is not flowing water to customers and a lot of damage that occurs due to leaking pipes of the Regional General Company (PERUMDA) Tirta Musi Palembang City. This research aims to find out the complaint mechanism and the obstacles faced in handling complaints. This research uses qualitative research methods. The data collection techniques used were observation, interview, and documentation. The results showed that the implementation of complaint management carried out by PERUMDA Tirta Musi Palembang City was still not really in accordance with the mechanism for implementing good complaint services. The community submits their complaints directly to the Cashier Staff of the Regional General Company (PERUMDA) Tirta Musi Palembang City, which the PERUMDA itself still has less good in carrying out visible, accessible, fairness and resources of the perumda in carrying out the complaint resolution process given to customers should fulfill all existing aspects. Therefore, it is necessary to implement a well-structured complaint management, so that customer complaints can be resolved immediately and be able to realize excellent service at the Regional Public Company (PERUMDA) Tirta Musi Palembang City. Keywords: Management, Complaint, Mechanism, Perumda

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Manajemen, Komplain, Mekanisme,Perumda
Subjects:	J Political Science > JF Political institutions (General) > JF1338-2112 Public administration
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Tiana Lisa
Date Deposited:	05 Apr 2023 04:56
Last Modified:	05 Apr 2023 04:56
URI:	http://repository.unsri.ac.id/id/eprint/93333

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