ANALISIS 5 DIMENSI KUALITAS PELAYANAN PDAM SURYA SEMBADA KOTA SURABAYA TERKAIT KELUHAN DISTRIBUSI AIR BERSIH TERHADAP KEPUASAN PELANGGAN

Maulana, Alfin Bima (2025) ANALISIS 5 DIMENSI KUALITAS PELAYANAN PDAM SURYA SEMBADA KOTA SURABAYA TERKAIT KELUHAN DISTRIBUSI AIR BERSIH TERHADAP KEPUASAN PELANGGAN. Project Report (Praktek Kerja Lapang). Tekmapro. (Unpublished)

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Abstract

PDAM Surya Sembada Kota Surabaya is a public service organization that provides clean water to the community. PDAMs are required to provide good service to customers. Good service can be seen from the company's process in handling complaints felt by customers. Various complaints about PDAM services from both customers and potential customers have caused dissatisfaction. These complaints include air distribution that has not met targets, which has resulted in many customers not having their water needs met. The quality of this service influences customer satisfaction so that companies are expected to improve the quality of service, complaints can be resolved and can meet customer needs. This research uses a descriptive approach with qualitative data analysis using the service quality method with a 5-dimensional approach to service quality, namely Tangible, Reability, Responsiveness, Assurance, and Empathy using interview, observation and documentation data collection techniques. Research data sources consist of primary data and secondary data. The overall results of research that have been carried out show that PDAM Surya Sembada Kota Surabaya has good service quality, which can be seen from physical evidence, namely the service facilities provided and the ability of employees to handle customer complaints. Water distribution can also be said to be going well, but the company needs to rehabilitate the pipes so that air distribution can be improved and will reduce complaints from customers.

Item Type:

Monograph (Project Report (Praktek Kerja Lapang))

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