CD Skripsi

Kualitas Pelayanan Unit Pelaksana Teknis Dinas Pengelola Air Bersih (Uptd-Pab) Kecamatan Ujungbatu Kabupaten Rokan Hulu

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Service Quality of the Technical Implementation Unit for the Clean Water Management Service (UPTD-PAB) in Ujungbatu District, Rokan Hulu Regency
Olivia Maharani1, Mimin Sundari Nasution2
Public Administration Study Program, Department of Administrative Science Faculty of Social Sciences and Political Sciences, University of Riau
Pekanbaru, Riau, Indonesia
ABSTRACT
The Technical Implementation Unit for the Clean Water Management Service (UPTD-PAB) of Ujungbatu District, Rokan Hulu Regency, as a government agency in the form of a BUMD, has the type of service included in the goods service group, in this case, clean water providers. The purpose of this study was to determine the quality of service provided by the UPTD-PAB, Ujungbatu District, Rokan Hulu Regency to customers and the constraints encountered in the service process. The theory used in this study is the Zeithaml theory, namely there are five dimensions to measure service quality: Tangibility, Reliability, Responsiveness, Assurance, Empathy. This research method uses a type of qualitative research that is descriptive with a phenomenological approach, the necessary data is obtained through observation, interview, and documentation techniques which are then analyzed and the data analysis techniques used are data collection, data reduction, data presentation, and drawing conclusions . The results of this study indicate that: first, the service quality of the Technical Implementation Unit for the Clean Water Management Service (UPTD-PAB) of Rokan Hulu Regency has not been fully optimal for its implementation because there are still several things that are not in accordance with quality services, besides that only the Empathy indicator has been goes well in providing empathy for the attitude of officers to their customers. While the Tangible, Reliability, Responsiveness, Assurance indicators which can be concluded have not been running properly because they are still not in accordance with the vision, mission, and good SOPs. Second, the constraints faced by the Clean Water Manager (PAB) of Ujungbatu District, Rokan Hulu Regency in improving service quality, namely: facilities and infrastructure and human resources. As for the suggestions presented by the researchers, namely the need for guidance and training for the UPTD-PAB of Ujungbatu District and conducting procurement and upgrading of facilities and infrastructure
Keywords: Public Service, Service Quality, Community Satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

1901110391

Penerbit

Pekanbaru : Universitas Riau - FSIP - ADMINISTRASI PUBLIK., 2023

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

1901110391

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

ADMINISTRASI PUBLIK

Info Detail Spesifik

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Pernyataan Tanggungjawab

tethi

Versi lain/terkait

Lampiran Berkas

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