Public Service Transformation : Improving the Service Quality of Regional Public Companies

  • Fadhillah Shofa Lucyana Universitas Swadaya Gunung Jati
  • Fiki Azkiya Universitas Swadaya Gunung Jati
  • Tazqiyatas Safira Universitas Swadaya Gunung Jati
  • Siti Khumayah Universitas Swadaya Gunung Jati
  • Khaerudin Imawan Universitas Swadaya Gunung Jati
Keywords: Public Service, Service Quality, Customer Satisfaction

Abstract

This research was conducted because there was a decrease in the number of customers of the Tirta Giri Nata Drinking Water Regional Public Company in Cirebon City during the 2021-2023 period. This research uses a qualitative method by collecting data through interviews, observation and documentation. This research uses public service theory which focuses on the five main service quality dimensions related to customer service by public water companies: Tangibles, responsiveness, reliability, assurance and empathy. This study uses an interactive model data analysis procedure, which begins with data collection and continues with data reduction, data visualization, and conclusion drawing as the final step. The results showed that the service quality of PERUMDA Tirta Giri Nata Cirebon City still did not meet the five main success indicators, namely reliability, responsiveness, assurance, empathy, and tangible. The conclusion of this study is that the quality of customer service at PERUMDA Tirta Giri Nata Cirebon City, especially in terms of administrative and technical complaint services, has not yet reached an optimal level. There are still shortcomings in fulfilling the expected dimensions and indicators of service quality.

Downloads

Download data is not yet available.

References

Aprilia, S., Ati, N., & Sekarsari, R. (2020). Analysis of the Service Quality of the Dampit District Regional Drinking Water Company (PDAM) in Responding to Public Complaints. Journal of Public Response , 14 (5), 1–13.

Aprilian, T. (2016). Community Perceptions Of The Quality Of Regional Drinking Water Company (Pdam) Complaints Services In Sukaraja Village, Gedong Tataan District, Pesawaran District .

Hallencreutz, J., & Parmler, J. (2021). Important drivers for customer satisfaction–from product focus to image and service quality. Total Quality Management and Business Excellence , 32 (5–6), 501–510. https://doi.org/10.1080/14783363.2019.1594756

Han, ES, & goleman, daniel; boyatzis, Richard; Mckee, A. (2019). Understanding Public Services. Journal of Chemical Information and Modeling , 53 (9), 1689–1699.

Heryanto, Y. (2018). Analysis of Service Quality on Customer Satisfaction of the Regional Public Drinking Water Company (Perumdam) Tirta Darma Ayu, Indramayu Regency, Case Study in Margadadi Village . 3 (10), 139–150.

Imawan, NIA (2017). Corporate Social Responsibility Communication Strategy In Improving Company Image At PT. Cirebon Electric Power. Вестник Росздравнадзора , 4 (1), 9–15.

Indartuti, E., Rochim, AI, Finance, KA, Luthfiana, IR, Rejoso, K., & Timur, PJ (2021). Public Administration Study Program, Faculty of Social and Political Sciences, University of 17 August 1945 Surabaya Public Administration Study Program, Faculty of Social and Political Sciences, University of 17 August 1945 Surabaya Public Administration Study Program Fak . 01 (01), 1–11.

Jems Yerison Kanaf, Ira Irawati, MH (2022). Influence of the Quality of Public Clean Water Services in Kupang City Drinking Water Area. Moderate Journal , 8 (November), 744–755.

Maulidiah, S. (2014). PUBLIC SERVICES (MS Dr. H. RahyunirRauf (ed.)). CV. Indra Prahasta.

Indonesian Government PAN MINISTER DECREE NO 63 OF 2003. (2003). PAN MINISTER DECREE NO 63 OF 2003.pdf (pp. 1–21).

Perumda Tirta Giri Nata Drinking Water. (2024). Perumda Tirta Giri Nata Cirebon City . Website.

Putri Kusuma Dayanti, Ni Putu Anik Prabawati, NWS (2023). The Influence of Service Quality on Customer Satisfaction at the Regional Drinking Water Company (PDAM) Tirta Sewakadarma, Denpasar City. BIREV , 1 (Service Quality), 12. https://doi.org/https://doi.org/10.61292/birev.v1i5

Santosa, R. (2020). Quality of Public Service for Regional Water Companies: A Case Study in Local Water Company Region II Makassar City. International Journal of Multicultural and Multireligious Understanding , 7 (2), 498. https://doi.org/10.18415/ijmmu.v7i2.1496

Sugawara, E., & Nikaido, H. (2014). Customer Satisfaction with the Quality of Pt. Workshop Service. Bengawan Abadi Motor (Nasmoco Solo Baru). Antimicrobial Agents and Chemotherapy , 58 (12), 7250–7257.

T. Rama Auliansyah. (2020). Effectiveness of Public Services at the Population and Civil Registry Office of Nagan Raya Regency Based on Law Number 25 of 2009 concerning Public Services. Journal of Chemical Information and Modeling , 53 (9), 1689–1699.

Wardhani, G. K., & Novyanti, R. (2022). Effectiveness of Motor Vehicle Tax Payment Services via the E-Samsat Application at the Banjarmasin Samsat Regional Revenue Service Unit 1. BIMA: Journal of Business and Management , 2 (2), 91–98.

Willieanti. (2020). The Influence Of Product Quality And Price On Customer Satisfaction And Customer Loyalty (Samsung Smartphone Users, STEI Jakarta Students). Chapter II Literature Review 2.1 , 12 (2004), 6–25.

Published
2024-06-24