Kinerja Pegawai dalam Pelayanan di Kantor Perumda Air Minum Kota Kupang

DA SILVA, Joani Eliano (2025) Kinerja Pegawai dalam Pelayanan di Kantor Perumda Air Minum Kota Kupang. Undergraduate thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

PERUMDA Air Minum Kupang City in carrying out its function as a provider of clean water services for the community faces significant challenges in the form of a mismatch between public expectations and the quality of services produced. This study comprehensively evaluates the performance of employees in the provision of clean water services using the theoretical framework developed by Dwiyanto (2002). By applying qualitative methodology through intensive interview techniques and field observations, this research reveals that institutions have built a solid foundation but still need improvement in several sectors. The productivity aspect requires further optimization even though the service initiative has run well, the quality of service shows dedication through standardized operational procedures but faced with the issue of continuous distribution and water quality improvement, responsiveness shows adequate performance with the support of integrated technology infrastructure but still needs improvement in terms of response speed to complex technical problems, While the accountability aspect presents a contradictory situation where internal mechanisms have been well formed, openness to the public is still limited. In conclusion, the Kupang City Drinking Water Authority needs continuous improvement efforts to achieve ideal public service standards.

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