Pelaksanaan Pelayanan Pelanggan Oleh Perusahaan Daerah Air Minum (PDAM) Tirta Kampar Bangkinang

Harahap, Ikhsan Saleh Palaon (2018) Pelaksanaan Pelayanan Pelanggan Oleh Perusahaan Daerah Air Minum (PDAM) Tirta Kampar Bangkinang. Other thesis, Universitas Islam Riau.

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Abstract

One of the sources of financing for autonomy that is used to finance regional government activities consists of Regional Original Revenues, namely Regionally Owned Company Results. The implementation of regional autonomy is to improve community development by considering the potential and diversity of the region. So, the condition and potential of nature will provide broad opportunities for the region to improve the welfare of its people. Regions must be able to utilize natural resources and other resources that can be used to finance the existing development in the area. One of the natural resources that can be utilized by the Regional Government in carrying out development is water resources. The regional company appointed by the Government as the company whose task is to deal with the problem of water supply to meet the community's need for clean water is the Regional Water Company (PDAM). To be able to serve the community for clean water needs demanded the utilization of human resources carried out by workforce planning, placement of employees based on education and training, and a good system of work procedures applied by the leader, as well as improving working environment conditions. Implementing effective supervision is a very good action, where employees can be monitored in their work activities so that employee productivity can be improved. Resource factor is the most important factor and has a very large influence in the service process. In this study, the authors took respondents namely customers, structural officials and several employees to assess the implementation of customer service. The benchmarks used are services with assessment indicators, namely reliability, responsiveness, assurance, empathy, tangibles. By using 4 data collection techniques, namely Questionnaire, Observation, Interview and Documentation, the authors see that in the implementation of customer service, the obstacles that are passed very much so that the assessment of the service itself is in the "Enoughly Implemented" evaluation interval.

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