Peningkatan Pelayanan Distribusi Air Minum di PDAM Surya Sembada Surabaya. (Improvement of Drinking Water Distribution Services at PDAM Surya Sembada Surabaya).

Anggraini, Firma Lisa (2023) Peningkatan Pelayanan Distribusi Air Minum di PDAM Surya Sembada Surabaya. (Improvement of Drinking Water Distribution Services at PDAM Surya Sembada Surabaya). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Regional Drinking Water Company (PDAM) is a Regional Owned Enterprise owned by the Regional Government. Based on Law No. 5 of 1962 as a business owned by the Regional Government, namely useful in the field of services and carrying out public interests in the field of drinking water. In its activities, PDAM itself starts from the production, processing and distribution of clean water to customers. PDAM is given the responsibility to develop and manage the supply system so that it can distribute it to all consumers with a low budget. So that the Regional Drinking Water Company (PDAM) Surya Sembada City of Surabaya carried out a program strategy, namely with its latest breakthrough, holding discounted prices for new customers installing PDAM water distribution. This program is carried out so that all community houses can be streamed by the distribution of water distribution and can reach the target. Presentation of data in the discussion of research on Improved Drinking Water Distribution Services at PDAM Surya Sembada Surabaya will be presented with excerpts of data from interviews with informants in narrative form to make it easier to understand. To support field data related to Service Improvement, researchers used the theory of Service Quality according to Zeithaml, Parasuraman and Berry which indicators of service quality lie in five dimensions, namely: tangibles, reliability, responsiveness, assurance. , and empathy (empaty). The results of the analysis presented, the researcher concludes that the quality of public services at PDAM Surya Sembada Surabaya is not going well. The quality of service provided by PDAM cannot be said to be good, this is due to the low responsiveness and guarantee of time certainty from officers in solving problems in the field which should aim to increase the amount of water production so that it is fulfilled on time but with the installation discount program this is hampered in installation time. So that it can be taken a summary of the Improvement of Drinking Water Distribution Services at PDAM Surya Sembada Surabaya which is good, but there is still a lack of timely installation, even this is due to the large amount of public interest in installing water distribution during the new tide discount period implemented by PDAM Suraya Sembada Surabaya. Keywords: Quality, Public Service Improvement, Water Distribution

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