KUALITAS PELAYANAN PERUSAHAAN DAERAH AIR MINUM (PDAM) TIRTA MAKMUR KABUPATEN Disusun untuk memenuhi persyaratan dalam memperolehgelar Sarjana Strata Satu Jurusan Ilmu Administrasi Fakultas I FAKULTAS ILMU SOSIAL DAN ILMU POLITIK i KUALITAS PELAYANAN PERUSAHAAN DAERAH AIR MINUM (PDAM) TIRTA MAKMUR KABUPATEN SUKOHARJO

Saputro, Hendriawan Eko (2011) KUALITAS PELAYANAN PERUSAHAAN DAERAH AIR MINUM (PDAM) TIRTA MAKMUR KABUPATEN Disusun untuk memenuhi persyaratan dalam memperolehgelar Sarjana Strata Satu Jurusan Ilmu Administrasi Fakultas I FAKULTAS ILMU SOSIAL DAN ILMU POLITIK i KUALITAS PELAYANAN PERUSAHAAN DAERAH AIR MINUM (PDAM) TIRTA MAKMUR KABUPATEN SUKOHARJO. Other thesis, Universitas Sebelas Maret.

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    Abstract

    HENDRIAWAN EKO SAPUTRO, D0105075, Service Quality of Perusahaan Daerah Air Minum (PDAM) Tirta Makmur Sukoharjo, Thesis, Administration Departement Social and Political Sciences Faculty Of Sebelas Maret Surakarta University 2011. The background of the research is there are some complaints from the public about public services in Sukoharjo, specially at clean water services provided by Perusahaan Daerah Air Minum Tirta Makmur Sukoharjo. People who become customers still complain about the quality of services provided by PDAM. This can cause a decrease in the number of customers who are dissatisfied with the service provided The purpose of this research are to give assessmentfor service quality of Perusahaan Daerah Air Minum (PDAM) Tirta Makmur at Sukoharjo and reveal not only supporting factor, but also obstacle factor of their service. The type of the research is descriptive qualitativeand it employs purposive sampling as the sampling method. The techniques of collecting data are interview, observation and documentation. The validity of datais using data trianggulation. The technique of analyzing data is interactive analysis method. The result of this research is, service of PDAM Tirta Makmur Sukoharjo is good enough, only from empathy area, their official’s are not care about what client desire.Their service is not agree with the clients want. Especially from water service. For the another indicator such tangible, reliability, responsiviness, and assurance. They ensure tangibility from their great facility that support officials task and keep client comfortable.. PDAM Tirta Makmur has reknowned for its fast service and simple procedure. Their responsiviness can be watching from client complaint service. They gain assurance from giving respect for clients.. Supporting factor for its services are awareness, rules, organization, income, ability and skill or its officials and service facility. The obstacle for them, such as season, equipment (pipe), region, electric extinguishing from PLN (Perusahaan Listrik Negara), and clients who late to pay their bill. Although the service from PDAM Tirta Makmur is good enough, service from the water service aspect must be improvement for customer in order that the clients feel satisfied about the service. Keyword : Service, Quality, PDAM

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HG Finance
    Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Administrasi Negara
    Depositing User: Devi Nurlita Sari
    Date Deposited: 28 Aug 2013 21:59
    Last Modified: 28 Aug 2013 21:59
    URI: https://eprints.uns.ac.id/id/eprint/10832

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