Oktaviani, Dwi Retno (2025) Kualitas Pelayanan Dalam Menangani Keluhan Pelanggan DI Perusahaan Daerah Air Minum (PDAM) Delta Tirta Kabupaten Jawa Timur. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This study aims to analyze the quality of service in handling customer complaints at PDAM Delta Tirta, Sidoarjo Regency. The background of this research is based on the persistence of public complaints related to cloudy water, low water pressure, rising billing charges, and slow responses to customer reports. These conditions indicate that the service quality of PDAM Delta Tirta has not yet fully met public expectations. The study uses a descriptive qualitative approach with data collection techniques including observation, interviews, and documentation. Data analysis was conducted using a descriptive qualitative method, consisting of data collection, data condensation, data presentation, and conclusion drawing. The results show that the service quality of PDAM Delta Tirta Sidoarjo in handling customer complaints is considered good but not yet optimal. Based on the five Servqual dimensions by Zeithaml, the tangible and empathy aspects have been implemented well through adequate facilities and friendly staff attitudes. The reliability and assurance aspects are fairly well executed, although improvements are still needed in the timeliness of complaint resolution. Meanwhile, responsiveness remains the main challenge due to limited human resources in responding to customer complaints quickly and consistently. Overall, PDAM Delta Tirta needs to strengthen its digital-based complaint system, increase service personnel, and improve response speed in order to optimize public service quality and enhance customer satisfaction.
| 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: | Dwi Retno Oktaviani Prasasti | ||||||||
| Date Deposited: | 03 Dec 2025 05:28 | ||||||||
| Last Modified: | 03 Dec 2025 07:19 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/47502 |
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