Responsivitas PDAM Kabupaten Lamongan dalam Menangani Keluhan Pelanggan
Abstract: Nowadays, public
service always becomes in attention. There are many bad news about services in
some government institution from several mass media which grab people’s
attention in the society. The citizens who are now smarter and develop within
the fast development of technology make them not to be passive to see public
services that become worse day by day. Through mass media, the citizens can
show their inconvenience with the bad public services which they’ve
experienced. Complaints from the citizens are such a kind of attention to the
government. The study was conducted to address issues related to how the
responsiveness PDAM Lamongan regency in dealing with customer complaints. The
purpose of this study to describe the responsiveness PDAM Lamongan regency in
dealing with customer complaints. Researchers attempted to answer the above
problems, with a descriptive qualitative research method uses observation
techniques, in-depth interviews and relevant documents. Data validity checking
techniques using the technique of triangulation of data sources. After the
analysis and interpretation of the data obtained the conclusion is
responsiveness PDAM Lamongan regency considered not optimal, it looks at
aspects officers speed and accuracy in responding to customer complaints.
Keyword: responsiveness,
customer complaints, public service
Penulis: Dewi Elya Nur Aniza
Kode Jurnal: jpadministrasinegaradd130623
