KUALITAS PELAYANAN PERUSAHAAN UMUM DAERAH (PERUMDA) TIRTA BHAGASASI KABUPATEN BEKASI

Jaya, Huda Surya (2025) KUALITAS PELAYANAN PERUSAHAAN UMUM DAERAH (PERUMDA) TIRTA BHAGASASI KABUPATEN BEKASI. Sarjana (S1) thesis, Universitas Islam 45.

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Abstract

The background of this thesis is the implementation of clean water services by PDAM Tirta Patriot, Bekasi City which has not been implemented optimally. Therefore, the author took the title of the thesis "Service Quality of the Regional Public Company (PERUMDA) Tirta Bhagasasi, Babelan Branch, Bekasi Regency. The identification of the problems studied in this thesis are: How is the Service Quality of the Regional Public Company (PERUMDA) Tirta Bhagasasi, Babelan Branch, Bekasi Regency?, What obstacles are found in the implementation of Perumda Tirta Bhagasasi services, Bekasi Regency?, and What efforts are made to overcome these obstacles? The problems were studied and reviewed using descriptive analytical methods and data collection techniques through observation, interviews and distribution of questionnaires distributed using census techniques to 49 respondents. To answer the research problem, the author uses the supporting factors of service proposed by Moenir (2002: 88) including: Awareness factors of officials and officers involved in the service; Regulatory factors that are the basis for service work; Organizational factors that are tools and systems that enable the operation of service activity mechanisms; Income factors that can meet minimum living needs; Officer skill factors; and Facilities factors in carrying out service tasks. Based on the results of the study and discussion, it is known that the Quality of Service of PERUMDA Tirta Bhagasasi Babelan Branch, Bekasi Regency has not fully considered the supporting factors for good service. This was revealed based on the recapitulation of respondents' responses, which only reached a value of 75.94% or a good category. This result was obtained from the Awareness Factor reaching 80.20%, the Regulation Factor reaching 93.37%, the Organization Factor reaching 72.65%, the Income Factor reaching 73.27%, the Ability and Skill Factor reaching 78.91% and the Facilities Factor reaching 67.55%. There are obstacles, namely inadequate space/place for clean water services, lack of supporting facilities for clean water services, limited number of personnel responsible or involved in services, and lack of awareness of employees who handle clean water problems to always coordinate. To overcome the obstacles encountered: such arrangements are made, with direct access to the service desk, efforts are made to use the available equipment, optimally, optimizing service hours until the afternoon and overtime for employees at the Regional Public Company (PERUMDA) Tirta Bhagasasi Babelan Branch, Bekasi Regency and visits are made to related work units, but at times the service intensity is slightly low. Keywords: Effectiveness, Service, Perumda

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