Kualitas Pelayanan Perusahaan Daerah Air Minum (PDAM) TIRTA Lematang Di Kota Lahat

Abstract

This research was conducted at the Tirta Lematang Regional Drinking Water Company (PDAM) in Lahat City. The aim of this research is to measure the quality of service at the Tirta Lematang Regional Drinking Water Company (PDAM) in Lahat City. In five dimensions of service quality (servqual), namely physical dimensions, reliability, responsiveness, guarantee and empathy, apart from that, it also identifies factors that influence the quality of service for the Tirta Lematang Regional rinking Water Change (PDAM) in Lahat City. This research is quantitative descriptive with the population being customers and employees of the Tirta Lematang Regional Drinking Water Company (PDAM) with a sample of 100 customers and 67 samples of PDAM employees. This research instrument uses a questionnaire. The results using gap analysis show that the gap value of the servqual dimension is negative (<0), so that the service quality of PDAM Tirta Lematang in Lahat city is not good. Furthermore, the factors that influence service quality are the availability of service infrastructure/facilities at PDAM Tirta Lematang. including using computerization, providing an overview of service flow, human resources related to the presence, commitment and responsiveness of PDAM Tirta Lematang officers to provide services. The results of research using SPSS Customer Perceptions and employee perceptions which show differences in results on the assurance dimension on customer perceptions are still considered very low. This has not yet achieved the customer's desire to get service from the Tirta Lematang Regional Drinking Water Company (PDAM) in Lahat City.