Analisis Kualitas Pelayanan Distribusi Air Bersih PDAM Tirta Bhagasasi Cabang Rawa Tembaga Kabupaten Bekasi Tahun 2022

Authors

  • Hartono Hartono Institut Ilmu Sosial dan Manajemen STIAMI, Jakarta
  • Krishantoro Krishantoro Institut Ilmu Sosial dan Manajemen STIAMI, Jakarta
  • Siti Nurbaity Institut Ilmu Sosial dan Manajemen STIAMI, Jakarta
  • Irwan Nurdiamsah Institut Ilmu Sosial dan Manajemen STIAMI, Jakarta

DOI:

https://doi.org/10.31334/transparansi.v4i2.2886

Keywords:

Service Quality, Clean Water Distribution, PDAM Tirta Bhagasasi, Branch Rawa Tembaga Bekasi Regency,

Abstract

Water is one of the most vital needs and absolutely necessary for all living things, especially humans. In everyday life, humans cannot be separated from their need for water. For this reason, the provision of clean water is very necessary for consumption purposes. The Regional Water Company, which stands for PDAM, is a regional-owned business unit, which is engaged in the distribution of clean water for the general public. PDAMs are located in every province, district, and municipality throughout Indonesia. PDAM Tirta Bhagasasi Branch Rawa Tembaga Bekasi Regency also has a fairly wide service area and customers are increasing every year, with this PDAM Tirta Bhagasasi Rawa Tembaga is required to always be responsive to the wants and needs for clean water that meets community standards, but in reality there are still many customers who complain about water distribution services. The purpose of this study was to determine and analyze the quality of clean water services using Zeithaml theory. The method used is a qualitative approach with a descriptive type of research. The results of this study based on an analysis of the quality of services provided in terms of facilities and infrastructure are good, with a large parking area and a clean customer counter area that makes transactions, communication communicates then the services provided are currently good in accordance with the lack of customer complaints in addition to making it easier Consumers of PDAM Tirta Bhagasasi Rawa Tembaga Branch also provide Customer Hotlines and information through social media ranging from Twitter, Instagram and Facebook, in providing services there is a technology-based excellent service application or PP/BTI to facilitate service and have a very good impact in resolving customer complaints of PDAM Tirta Bhagasasi Rawa Tembaga Branch.

References

Adi, Assauri, Sofjan. 2011. Manajemen Dasar Konsep dan Strategi. Jakarta: PT Raja Grafindo Persada.

BSIAN. 2016. Pengembangan model dan story inovasi tata kelola pemerintahan & pelayanan publik. Jakarta: Intan

Danim. 2012. Motivasi Kepemimpinan dan Efektivitas Kelompok. Jakarta : Rineka. Cipta

Dewanto, Wawan. 2014. Manajemen Inovasi: Peluang Sukses Menghadapi Perubahan. Yogyakarta:Andi Offiset

Hardiansyah. 2012. Kualitas Pelayanan Publik, Konsep, Dimensi, Indikator Dan Implementasinya.Yogyakarta : Gava media.

Sangkala. 2014. Innovative Governance Konsep dan aplikasi. Surabaya : Capiya Publishing.

Kanth, M. Prudhvi, S. Maanasa, T. Naga Rupesh. 2014. Design of Water Distribution Network by using EPANET Software. Vijayawada: ELK Asia Psific Journals –Special Issue, ISBN 978- 81-930411-5-4.

Rossman. Lewis A. 2012. Buku Manual Program Epanet Versi Bahasa Indonesia. Sumber: Ekamitra Engneering.

Sugiyono. 2015. Metode Penelitian Pendidikan Pendekatan Kuantitatif,Kualitatif, dan R&D. Bandung: Alfabeta.

Jurnal :

Alfajar Yahya. 2016. Evaluasi Jaringan Distribusi Untuk Optimalisasi Pelayanan Air bersih Wilayah Reservoir Jan PDAM Kota Ternate Jurnal administrasi negara: LAN22 (3). P 99- 106

Iftikar Rizkia Nugraha. 2017. Evaluasi Sistem Distribusi Air Minum PDAM Tirta Kerta Raharja Cabang Teluk Naga Kabupaten Tanggerang. eJurnal ilmu pemerintahan. 3 (3). P 1472-1486

Mardianto Michinen. 2019. Evaluasi Sistem Distribusi PDAM Tirta Dharma Kecamatan Bengkayang Kabupaten Bengkayang. eJurnal administrasi publik Vol 3 no. 11 hal 1814- 1820

Silvia Risma Alviyani. 2019. Evaluasi Sistem Pengolahan dan Distribusi Air Bersih PDAM Kota Probolinggo g. eJurnal seminar nasional sains dan teknologi ISSN 2685-6875

Martheana Kencanawati. 2021. Evaluasi Sistem Jaringan Distribusi PDAM di Jalan Pembangunan Kota Balikpapan. Jurnal Transukma Vol. 03 No. 02 hal 89-99

Stefanus Santosa. 2020. Evaluation Of Clean Water Supply Systems Of Darul Hikmah Mosque. Jurnal Pengembangan Teknik Sipil Vol. 25 No.01. Evaluation Of Clean Water Supply Systems Of Darul Hikmah Mosque

Sumber lainya :

Direktorat Jenderal Cipta Karya. 1998. Air Bersih. Jakarta: Departemen Pekerjaan Umum. Departemen Kimpraswil. 2003. Pedoman atau Petunjuk Teknik dan Manual: Air Minum. Perkotaan. Bagian: 6 (Volume I). Jakarta: Balitbang.

Peraturan Menteri Kesehatan Republik Indonesia Nomor 492/Menkes/Per/IV/2010 tanggal 19 April 2010 tentang Persyaratan Kualitas Air Minum.

KepmenPAN Nomor 81 tahun 1993 Tentang Pedoman Tata Laksana Pelayanan Umum. KepmenPAN nomor 63 Tahun 2003 Tentang Pedoman Umum Penyelenggaraan Pelayanan Publik.

Downloads

Published

2021-12-31

Issue

Vol. 4 No. 2: Desember 2021

Section

Articles

License

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License

Please find the rights and licenses in Transparansi : Jurnal Ilmiah Ilmu Administrasi By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.

  1. License

The commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-ShareAlike 4.0 International License.

2. Author(s)' Warranties

The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).

3. User Rights

Transparansi : Jurnal Ilmiah Ilmu Administrasi spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Transparansi : Jurnal Ilmiah Ilmu Administrasi permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Transparansi : Jurnal Ilmiah Ilmu Administrasi on distributing works in the journal and other media of publications.

4. Co-Authorship

If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Transparansi : Jurnal Ilmiah Ilmu Administrasi will not be held liable for anything that may arise due to the author(s) internal dispute. Transparansi : Jurnal Ilmiah Ilmu Administrasi will only communicate with the corresponding author.

5. Miscellaneous

Transparansi : Jurnal Ilmiah Ilmu Administrasi will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Transparansi : Jurnal Ilmiah Ilmu Administrasi editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.

Every accepted manuscript should be accompanied by "Copyright Transfer Agreement"prior to the article publication.