Judul (Kualitas Pelayanan Perusahaan Daerah Air Minum (PDAM) di Desa Leleko Kecamatan Remboken Kabupaten Minahasa)

Abstract

This research is to find out, analyze and explain the service quality of the Regional Drinking Water Company (PDAM) in Leleko Village, Remboken District. The research method is descriptive with the type of research carried out by the researcher being qualitative with a total of 4 informants. The results of this research are that the quality of service provided by PDAM cannot be said to be good, this is due to the low responsiveness and empathy of officers in solving problems in the field which should aim to increase the amount of water production so that all PDAM customers' needs are met every day. The problems faced in the field regarding water distribution being jammed and not working, in general these problems have not been resolved properly. Meanwhile, the biggest problem is the complete absence of water. Apart from that, there are still customers who have not received a solution after reporting from PDAM from 2017 until now and we can see that according to data from PDAM, Minahasa district, customer complaints are increasing. Efforts made by PDAM to resolve problems to improve services to the community are by implementing a culture of employee work discipline, providing public complaint services by creating official social media and providing PDAM Minahasa district complaint telephone numbers, as well as conducting outreach to every house once a month. However, the problems in the field have not made any significant efforts by PDAM to minimize any problems that occur, thus every month the number of customers who report problems, especially the problem of no water and murky water, is still not small. Keywords: service quality of the Regional Drinking Water Company