Kualitas Pelayanan Perusahaan Daerah Air Minum (PDAM) Kota Surakarta

FEMITA, TRISA (2016) Kualitas Pelayanan Perusahaan Daerah Air Minum (PDAM) Kota Surakarta. Other thesis, Universitas Sebelas Maret.

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    ABSTRACT Trisa Femita, D0109085, “Service Quality of PDAM Surakarta City”, Thesis. Administration Department, State Administration Study Program, Social and Political Science Faculty, Sebelas Maret University, Surakarta, 2015, 139 pages PDAM (Regional Fresh Water Supply Company) of Surakarta City as a government corporate, organize public and goods service which rules management and fresh water supply, responsible to create the society welfare by means guarantee the primary needs of fresh water which fulfill Quality, Quantity and Sustainnability requirements. These encourage Author to conduct research about Service Quality in PDAM Surakarta City, considering quite some customer complains. The purpose of this research is to describe the service quality of PDAM Surakarta City. Research Method which applied namely Descriptive Quantitative with questionnaire. Total client of PDAM Surakarta are 53.249 customers. Samples taken with 90 % confidence level are from 100 respondents. Sampling method use Accidental Sampling Technique and Data Analysis Technique use Service Quality Model and Cartesian Diagram. The Research result of Service Quality of PDAM Surakarta City is ideal. This is also concluded from ServQual’s calculation, that Public Service shows difference between actual score with importance level score is (+) equal to 3,85, it means Service Quality is ideal. The output also supported by analysis as dimension by dimension, item by item, both shows that Service Quality of PDAM Surakarta City is ideal. The outcome of dimension by dimension is three dimension has positive score (+) and two dimension has negative score (-). The outcome of item by item score is eighteen indicators has positive score (+) and four indicators has negative score. The other result from research also done by Cartesian Diagram analysis, stated some items in A quadrant namely officer serves well, friendly billing treatment, pre annaoucement if price change, uncolored, odorless fresh water and quality equal to price. B quadrant items are queue billing system in PDAM office, handy field officer patching up water meter, fast billing payment, quick customer responce, honest service, patience customer officer, responsible service officer, fluent water flows, easy online payment. C quadrant items are commit officer with complain, advice and critics, fast call officer. D quadrant items are fee service increment as water quality improvement, queue billing system in mobile vehicle and clean fresh water. These shows even service quality of Regional Fresh Water Company (PDAM) of Surakarta city in is ideal but still need to concern some service item within D quadrant. Keyword : Service Quality, PDAM Surakarta city, ServQual

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > H Social Sciences (General)
    Divisions: Fakultas Ilmu Sosial dan Ilmu Politik
    Fakultas Ilmu Sosial dan Ilmu Politik > Ilmu Administrasi Negara
    Depositing User: fransiska siska meilani
    Date Deposited: 28 Jan 2016 18:13
    Last Modified: 28 Jan 2016 18:13
    URI: https://eprints.uns.ac.id/id/eprint/23404

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