Kualitas Pelayanan Publik di Perusahaan Daerah Air Minum (PDAM) Surya Sembada Kota Surabaya

Abstract

Water is a very vital natural resource and a basic need for people's lives, which is managed by the state, and its fulfillment is guaranteed by the government to ensure the welfare and sustainability of life. Therefore, PDAM Surya Sembada Surabaya, as the manager of clean water in Surabaya, is responsible for fulfilling the needs of clean water for the residents of Surabaya City. Starting from water distribution, pipe installation, to serving bill payments, and serving complaints about the services provided. The purpose of this study is to determine and analyze the quality of public services at PDAM Surya Sembada in Surabaya City. This study focuses on the application of the dimensions of service quality proposed by Zeithaml, Berry, and Parasuraman, using qualitative descriptive research methods. The data collection technique itself uses interview techniques, observations to obtain qualitative data, and documentation techniques used to obtain a direct picture in the field. The results of the study indicate that the quality of public services at the Regional Drinking Water Company (PDAM) Surya Sembada in Surabaya City, based on the dimensions of service quality proposed by Zeithaml, Berry, and Parasuraman, is classified as good. This is proven by the five dimensions of service quality, namely Tangible, Reliability, Responsiveness, Assurance, and Empathy, which have been implemented well in the services provided by PDAM Surya Sembada, Surabaya City.