Wardani, Adinda Maulina Kusuma (2024) Kualitas Pelayanan Penanganan Pengaduan Pelanggan di Perusahaan Umum Daerah Air Minum (PERUMDAM) Mojopahit Kabupaten Mojokerto. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Customer assessment of public services is one of the determinants of the quality of services provided. The Mojokerto Regency Mojopahit Drinking Water General Company as a service company providing clean water for the community also serves complaints about the services provided. The purpose of this study is to describe and analyse how the quality of customer complaint handling services at the Mojokerto Regency Mojopahit Drinking Water General Company. This research focuses on the dimensions of service quality proposed by Parasuraman. The research method used is descriptive qualitative method. The data collection technique uses interview and observation techniques to obtain qualitative data, as well as documentation to obtain a valid picture in the field. The results showed that the quality of customer complaint handling services using Parasuraman's service quality dimensions in the dimensions of tangibles, reliability, and empathy is already qualified, so it is necessary to maintain the quality of service that has been provided, while the dimensions of responsiveness and assurance are not yet qualified, so it is necessary to improve the quality of service that has not been implemented optimally. Keyword : Service Quality, Public Service, Complaint Handling, Perumdam.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > H Social Sciences (General) | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | ADINDA MAULINA KUSUMA WARDANI | ||||||||
| Date Deposited: | 09 Dec 2024 04:24 | ||||||||
| Last Modified: | 09 Dec 2024 04:24 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/32577 |
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