STUDI DESKRIPTIF TENTANG KUALITAS PELAYANAN DALAM PENANGANAN KOMPLAIN PELANGGAN DI PERUSAHAAN DAERAH AIR MINUM KABUPATEN SIDOARJO
ABSTRACT: The current
public service is a central
issue that forced
the State institutions
to continue to
improve the existing
level of service quality.
One of the
public service is
still considered low
PDAM Kabupaten Sidoarjo,
where they found
many customer complaints. This
customer complaint should be improved by providing outstanding service
quality. This study aims to determine
the quality of service of PDAM Sidoarjo in terms of handling complaints
submitted by the public / customers. This type of research is a descriptive
study with a qualitative approach, in which the sample used was informant .
Informants in this study
consisted of 2 ie, the
PDAM Kabupaten Sidoarjo
who is the
Head of Public
Relations Center PDAM
Kabupaten Sidoarjo, PDE Staff,
and Chief of
Section Hublang each
branch of 7
people. The second
informant is customers
who have experienced complaints
by 5 people. Sampling techniques are taken by using purposive sampling
technique. Data analysis techniques in this study by using descriptive. The results
in this study
show that service
quality PDAM Sidoarjo
in handling complaints
in terms of
service quality dimensions
physical evidence indicates that the equipment and facilities that support the
complaint handling equipment is adequate and existing information systems
already support. In terms of reliability indicates that the handling of
complaints has been executed in accordance with the promise of easy handling
and systems. In terms of Responsiveness show that taps are always
responsive to complaints and
deal with complaints
quickly. In terms
of the guarantee
indicate that the
PDAM do not
guarantee the absence
of errors in the
handling of complaints
and spare parts
guarantee. In terms
of empathy suggests
that PDAM always
provide personalized service to customers who complain.
Key words: service quality, public service, complaints
handling
Penulis: Niken Savitri
Kode Jurnal: jpadministrasinegaradd120094
