Analisis Kualitas Pelayanan Publik Perusahaan Daerah Air Minum(PDAM) Tirtamarta kota Yogyakarta

Titis Dewi Anggalini, Subarsono

2016 | Skripsi | Manajemen dan Kebijakan Publik (dh. Ilmu Administrasi Negara)

ABSTRACT This study aims to (1) analyze the lack of services quality in PDAM Tirtamarta Yogyakarta and (2) identify the factors that affect the services quality of PDAM Tirtamarta Yogyakarta. Service quality were measured through 5 (five) dimensions: Tangibles, Reliability, Responsiveness, Assurance and Empathy. The factors that affect the service quality were the capability of the company's financial and human resources employees ability. This research is a descriptive. The subjects were employees and customers of PDAM Tirtamarta Yogyakarta. Data collection techniques used were documentation, observation, questionnaires, and interviews. The results showed that the lack of services quality in PDAM Tirtamarta Yogyakarta indicated on the lack of equipment, technology, water quality, media communication, and treatment personnel, as well as the handling of complaints that still long. Financial capability factor showed an increase in revenue, accounts receivable, but the decreased in cash and cash equivalents between 2012 and 2014. There are also on the increased in expenditure from 2012 to 2014. The profit decreased 14.57% from 2012 to 2013 and then increased from 2013 to 2014, but only by 3.15%. Human resource ability factor indicate several employees is not in accordance with the educational background, most of the employees of junior/senior high school, and not all employees have the opportunity to participate in training to improved the capacity of the knowledge, skills, and attitudes. Another factor identified is the bureaucratic mechanism, the availability of infrastructure services, coordination between related institutions, and natural conditions. Suggestions can be given, i.e.: improved maintenance, repair, additions infrastructure; simplification of bureaucratic processes for handling complaints more quickly; improve the communication ways for the interaction between customers and service providers; improve/implement a payment system; repair personnel recruitment system; provides an opportunity for employees equally in the increased their capacity. Keywords: quality, public service, PDAM Tirtamarta Yogyakarta

Kata Kunci : Pelayanan Publik