Analisis Kualitas Pelayanan Perusahaan Daerah Air Minum (PDAM) Tirta Kampar Unit Kecamatan Tambang Kabupaten Kampar

Ismi, Arvania (2021) Analisis Kualitas Pelayanan Perusahaan Daerah Air Minum (PDAM) Tirta Kampar Unit Kecamatan Tambang Kabupaten Kampar. Other thesis, Universitas Islam Riau.

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Abstract

This study aims to explain and analyze the quality service of the Regional Water Company (PDAM) Tirta Kampar Unit Tambang District, Kampar Regency and its inhibiting factors especially in customer complaints information services. This study used a quantitative descriptive method, data collection used a questionnaire which is distributed to the customer and the data were analyzed by using descriptive percentage. The results showed that: (1) The quality service of the Regional Water Company (PDAM) Tirta Kampar Unit Tambang District, Kampar Regency, as a whole only got a fairly good. This is because when viewed specifically the indicators of physical evidence consisting of physical facilities, equipment and communication facilities are quite good. The reliability indicators which consisted of prompt service and satisfactory service are quite good. The assurance indicator which consisted of officer knowledge and risk free is quite good. Empathy indicators consisted of ease of relationship, personal attention and understanding customer needs are quite good. (2) The inhibiting factors for the quality service of the Regional Water Company (PDAM) Tirta Kampar Unit Tambang District, Kampar Regency consisted of the minimal number of available human resources and the ineffectiveness of the SOP for complaint information because it still relies on the old SOP.

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