ANALISIS PELAYANAN PERUSAHAAN DAERAH AIR MINUM (PDAM) TIRTA ALBANTANI KABUPATEN SERANG PADA WILAYAH I SERANG BARAT DALAM MENANGGAPI PENGADUAN MASYARAKAT

Pratami, Tiana Putri (2015) ANALISIS PELAYANAN PERUSAHAAN DAERAH AIR MINUM (PDAM) TIRTA ALBANTANI KABUPATEN SERANG PADA WILAYAH I SERANG BARAT DALAM MENANGGAPI PENGADUAN MASYARAKAT. S1 thesis, Universitas Sultan Ageng Tirtayasa.

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Abstract

Tiana Putri Pratami. 6661100387. 2015. Service Analysis of Regional Water Company (PDAM) Tirta Albantani Serang District at Area I West Serang in response to Public Complaints. Public Administration Department, Social and Political Sciences Faculty, Sultan Ageng Tirtayasa University. 1 Advisor, Kandung Sapto Nugroho, S.Sos., M.Si., and 2 nd Advisor, Arenawati, S.Sos., M.Si. The problem in this research are a lot of public complaints at Area I West Serang.PDAM do not perform the obligations to optimally in fullfilment quality, quantity, and continuity of water. The slowness of the response or responsiveness PDAM in responding to and following up on public complaints. The purpose of this research is to find how services albantani pdam tirta in response to community complaints. This research refers to service theory that is function, conformance, reliability, serviceability, assurance. This indicators according to Fandy Tjiptono (2008:14). Research methodology used in this study is quantitative descriptive and technique used in collecting data by observation and questionnaire. The samples of this research is 175 person with 7% standart of error and using accidental of sampling techniques. From this research obtained the analysis of service Regional Water Company (PDAM) Tirta Albantani Serang District at Area I West Serang in response to Public Complaintsis 51,1%. And it categorized enough it can not reach the level of 60%. Suggestions for this research are better PDAM Tirta Albantani provide a suggestion or special phone number on each of the region as facilities in response to public complaints, added technician in every a unit of area, and sets standards operating procedures (SOP) more detailed in terms of the time complaints handling.

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Thesis (S1)

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