DOI of the published article https://dx.doi.org/10.31604/jim.v9i2.2025
Optimization of Public Services to Improve Regional Clean Water Services in Sidoarjo Regency
Optimalisasi Pelayanan Publik untuk Meningkatkan Pelayanan Air Bersih Daerah di Kabupaten Sidoarjo
DOI:
https://doi.org/10.21070/ups.8857Keywords:
Public Service, Regional Drinking Water Company (PDAM), Service QualityAbstract
This research aims to describe and analyze the service quality of the Regional Drinking Water Company (PDAM) in Sidoarjo Regency using a descriptive qualitative method with observation, interviews, and documentation, based on Miles and Huberman's data analysis model. Informants were selected through purposive sampling, including PDAM managers, customer service staff, and customers. Findings show that PDAM Delta Tirta has improved physical facilities for customer comfort. However, issues remain in service reliability, such as inconsistent water quality and slow complaint handling. Employee responsiveness is relatively good, supported by the use of technology and social media. Service assurance is reflected in professionalism and transparent information, though some customers report unclear communication. PDAM shows empathy by providing equal service, including for people with special needs. Despite this, challenges persist in ensuring fair and high-quality water distribution. Improvements in water consistency and faster complaint responses are needed to boost customer satisfaction.
Downloads
References
A. Mahsyar, “Masalah Pelayanan Publik di Indonesia Dalam Perspektif Administrasi Publik,” Otoritas J. Ilmu Pemerintah., vol. 1, no. 2, pp. 81–90, 2011, doi: 10.26618/ojip.v1i2.22.
E. Wahyuni, N. M. Afistha, and E. R. Nawangsari, “Model Peningkatan Pelayanan Publik pada Instansi Pemerintah di Indonesia,” J. Sos. Ekon. dan Polit., vol. 1, no. 1, pp. 1–15, 2020, [Online]. Available: http://www.jsep.org/index.php /jsep/article/view/1/7
Sedarmayanti, Sumber Daya Manusia dan Produktivitas Kerja. Bandung: Ilham Jaya, 2003.
I. S. Hamdan, Rita Kalalinggi, “Efektivitas Kinerja Karyawan Perusahaan Daerah Air Minum (Pdam) dalam Meningkatkan Pelayanan Publik di Kecamatan Muara Jawa,” eJournal Ilmu Pemerintah., vol. 6 (3), no. 1169–1182, 2018.
A. Dwiyanto, Mewujudkan Good Governance Melalui Pelayanan Publik. Yogyakarta: Gajah Mada Univercity, 2009.
Winardi. (1996). Perilaku Konsumen. Bandung.
Kotler, Marketing 4.0 Bergerak dari Tradisional Ke Digital. Jakarta: PT Gramedia Pustaka Utama, 2019.
L. Parasuraman, Anantharaman. Zeithaml, Valarie Ann. Berry, “A Conceptual Model Of Service Quality And Its Implication For Future Research,” J. Mark., vol. 49, 2011.
Sudarmanto, “Kualitas Pelayanan Pada Perusahaan Daerah Air Minum (PDAM) Tirta Indragiri di Kota Tembilahan,” PUBLIKA J. Ilmu Adm. Publik, vol. 11, 2020.
R. Kartini, “Kualitas Pelayanan Penyediaan Air Bersih Pada Perusahaan Daerah Air Minum (PDAM) Tirta Siak di Kota Pekanbaru,” PUBLIKA J. Ilmu Adm. Publik, vol. 13, 2023.
M. Indrasari, Pemasaran Dan Kepuasan Pelanggan. Surabaya: Unitomo Press, 2019.
Nurliani, “Kualitas Pelayanan Perusahaan Daerah Air Minum (PDAM) Kecamatan Lampihong Kabupaten Balangan,” Sekol. Tinggi Ilmu Adiministrasi Amuntai, pp. 113–120, 2019.
L. Parasuraman, Anantharaman. Zeithaml, Valarie Ann. Berry, Delivering Quality Service. New york: The Free Press, 1990.
Bogdan and Biklen, Metode Penelitian Kualitatif. Malang: UMM Press, 2016.
B. Bungin, Analisis Data penelitian Kualitatif. Jakarta: PT Raja Grafindo, 2012.
M. B. Miles and A. M. Huberman, An Expanded Sourcebook: Qualitative Data Analysis. London: Sage Publications, 1994.
Downloads
Additional Files
Posted
License
Copyright (c) 2025 UMSIDA Preprints Server
This work is licensed under a Creative Commons Attribution 4.0 International License.
