PRADANA,, DESRA ROKHINDRA (2021) STRATEGI PENINGKATAN PELAYANAN DALAM MENANGANI PENGADUAN PADA PERUSAHAAN DAERAH AIR MINUM (PDAM) SUMBER POCONG KABUPATEN BANGKALAN. Undergraduate thesis, UPN"VETERAN" JATIM.
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Abstract
“(Internal Service Improvement Strategy Handling Complaints to Regional Water Company (Pdam) Sumber Pocong Bangkalan Regency). This thesis was written by DESRA ROKHINDRA PRADANA, NPM 1641010013, Public Administration Study Program, Faculty of Social Sciences and Political Science at the National Development University. Author's background Conducting this research is based on the problems that are often encountered in the field, namely the process of handling and servicing PDAM customer complaints The source of Pocong, Bangkalan Regency, which is still considered unfavorable. Then The purpose of the research is to find out how the service improvement strategy is in handling complaints that must be owned by companies, especially PDAMs Source Pocong Bangkalan Regency. In this research, the writer uses descriptive research type qualitative by using a qualitative approach. This research is the author conducted at the PDAM Sumber Pocong office and the informants of this research are PDAM Sumber Pocong employees and customers who use the service that. In collecting the required data, the author uses interview technique. While in the discussion, the method used is Descriptive is a method that describes the conditions that occur in the field systematically. From the results of research conducted by the author on strategies to improve services in handling complaints at PDAM sources in Pocong district Bangkalan shows that, where monitoring is an effort of PDAM Sumber Pocong Bangkalan which is routinely carried out aims to identify implementation of the various components of the program that have been planned, time scheduled program implementation, and progress towards achieving program goals. However, something that needs to be re-evaluated implementation, namely regarding the implementation of tasks carried out by employees who working in the field still with a uniform that does not fit but wearing an office uniform so it's not up to standard operational procedures that have been set at PDAM Sumber Pocong Bangkalan. And in the implementation of the program the officers are still not appropriate with what has been promised to customers to handle complaints In this case, many customers are disappointed with the treatment. Keywords: PDAM Sumber Pocong Complaint Service, Bangkalan Regency
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | J Political Science > JF Political institutions (General) > JF1338-2112 Public administration | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Mujari Mujari | ||||||||
| Date Deposited: | 14 Jun 2021 06:53 | ||||||||
| Last Modified: | 14 Jun 2021 06:54 | ||||||||
| URI: | http://repository.upnjatim.ac.id/id/eprint/1828 |
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