Tata Kelola Pelayanan PDAM Tirta Cendana Kabupaten TTU Tahun 2021-2022

POLI, Rikhardus Tafin (2024) Tata Kelola Pelayanan PDAM Tirta Cendana Kabupaten TTU Tahun 2021-2022. Undergraduate thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

This thesis is titled "Governance of PDAM Tirta Cendana Service in TTU District 2021-2022." The problem formulation in this thesis is how the governance of PDAM Tirta Cendana service in TTU District was in the years 2021-2022. The theories used by the researcher to address the research problem are governance and public services. This research employs a qualitative descriptive method. Primary data sources are the informants, while secondary data includes documents related to the research variables. Data collection techniques include interviews, observations, and documentation. Data analysis involves data reduction, data presentation, conclusion drawing, and qualitative descriptive analysis. The research findings indicate that: (1) Tangibles, such as the cleanliness and tidiness of PDAM Tirta Cendana employees in serving customers, are excellent. This is evident from the clean and neat uniforms or work attire. The cleanliness and orderliness of the PDAM Tirta Cendana payment counter are very good, providing a comfortable environment, with available seating in the waiting area making customers feel at ease during transactions. (2) Reliability, demonstrated by the reliability of PDAM Tirta Cendana employees in fixing pipe leaks, handling meter damage, and performing new installations, is very good. This is attributed to the adequate education and training background of employees, routine monitoring and maintenance of pipe and meter networks, and an emergency response team ready to address emergencies such as significant leaks or meter damage. (3) Responsiveness, as PDAM Tirta Cendana employees are very responsive, quick, and attentive in addressing customer complaints, fixing pipe leaks, handling meter damage, and installing new meters. This is evident through employees promptly visiting locations for checks, an integrated complaint reporting system, and a responsive team ready to resolve issues as quickly as possible. (4) Assurance, as PDAM Tirta Cendana employees are very friendly and polite in receiving complaints from the public. This positive attitude has a beneficial impact on the relationship between PDAM Tirta Cendana and customers, creating a friendly and responsive environment to meet the needs and complaints of residents. Based on the above analysis, the author concludes that PDAM Tirta Cendana in TTU District has provided good service in terms of Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Keywords: Governance, Service, PDAM Tirta Cendana, TTU District

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