Analisis Kualitas Pelayanan PDAM (Perusahaan Daerah Air Minum) Kota Kediri

Sa’ Diyah, Kalimatus (2024) Analisis Kualitas Pelayanan PDAM (Perusahaan Daerah Air Minum) Kota Kediri. Skripsi thesis, Universitas Kadiri.

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Abstract

The Regional Drinking Water Company (PDAM) is a form of Regional Owned Enterprise (BUMD) in Kediri City, which serves as a component of Regional Autonomy and simultaneously represents the government’s service to meet the clean water needs of the people of Kediri City. Based on Kediri City Regional Regulation Number 2 of 2015, PDAM Tirta Dhaha Kediri City has the role of providing clean water and drinking water and distributing it to all customers. PDAM Tirta Dhaha is one of the government companies engaged in the provision of clean water. This research aims to determine the service quality of the Regional Drinking Water Company (PDAM) in Kediri City and to identify the supporting and inhibiting factors of the service quality of the Regional Drinking Water Company (PDAM) in Kediri City. Data collection techniques include observation, interviews, and documentation. Data analysis techniques use Miles and Huberman’s data analysis (Sugiyono, 2008:237). The research results are based on Parasuraman’s indicators (Hardiyansyah, 2018), namely tangible, reliability, responsiveness, assurance, and empathy. Based on these indicators, PDAM’s service is not yet good due to the low responsiveness and empathy of the officers in solving problems in the field, which should aim to increase water production to meet customers’ daily needs. Distribution issues such as blockages, murky, smelly, and dirty water have not been well resolved. The biggest problem is the complete lack of water, and many customers have not received solutions despite reporting, with complaints continuing to increase according to data from Kediri. PDAM’s efforts to improve services include implementing work discipline, providing complaint services through official social media and phone numbers, and conducting monthly outreach. Keywords: Service Quality

Item Type:	Thesis (Skripsi)
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Sospol > Prodi Ilmu Administrasi Publik S1
Depositing User:	Unnamed user with email rio.mahardiko@gmail.com
Date Deposited:	10 Jun 2025 03:15
Last Modified:	10 Jun 2025 03:15
URI:	http://repository.unik-kediri.ac.id/id/eprint/878

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