ANALISIS KU ALIT A S LAYANAN UNTUK MEN ING KA TK AN
KEPUA SAN PE LANG GAN AIR BERS IH BA DAN USAHA MILIK DESA ( BU MDE S )
BI NA KARYA MULY A DE SA PALEMB ON
(S t ud y pada B um de s Bin a
K ary a
M ul y a di
D es a
P alemb o n K ecam at an Kano r)
Nam a : M aul ana
Adi Yahya
NIM :
21080574267
P rogr am S t ud i : S 1 M anaj emen
Ju r us an : M anaj emen
F ak ul t as : Eko nomika dan Bis nis
Nam a
Lem ba g a : Univ er s itas Neg e r i
S urabaya
D o s en P emb i m bi ng
: D r . S r i S ety o I r iani , S .E.,M.Si .
ABS TRA C
S ervi ce qua li ty
is o n e o f the servic es tha t a ff ect s the a bili ty to sat isfy a n eed o r cons u m er. Qu a li ty
serv ic e tha t i s cu sto mer -o rien ted
is very depen den t o n cu st o mer sat isfactio n , o n e mea su re o f su cc es s in
pro vidin g qua li ty servi ce depen ds o n the level
o f
c u sto mer sat isfactio n o r consu mers
se rv ed.
The pu rpo se o f this stud y wa s t o determin e the qu a li ty o f servic e
o f the hippam cl ean wa ter managemen t un it
Bumdes B in a Karya M u lya, Pa lembo n Vill a ge,
K a n o r
District, Bo jonego ro Regen cy.
The type
o f
research u sed is qua n tita tive desc riptive with phen o logical
research type, da ta a n a lysis is u sed in cl u din g da ta redu ction, da ta
presen ta tio n a n d concl u sio n s, resp o n den ts o r in forma n ts o f research
da ta a s many a s 81 peo ple, da ta coll ec tio n techn ique s with
the distrib u tio n o f questio nn a ires o r questio nn a ires u sin g goo gle forms o r o n lin e media, o bserva tio n a n d do cu men ta tio n , types a n d sourc es o f
da ta u sed are primary da ta a n d sec o n da ry da t a .
The res u lts o f the study conc lu ded th a t the qu a l i ty o f ser v i c e h a s
r u n
fr o m 5 a spe c ts,
n a mely: ( a ) t a n gibles ( ta n gi b le) It can be seen fr o m the physical evide n ce o f w a ter pr o d u ction build i n gs o r facil i ti e s u sed to carry o u t servic e a ctivi ties. (b ) Re li a bili ty S een fro m the company's a bili ty to pro vide
servic es th a t a re
a s pro mi sed
bo th in the
form o f qua li ty facili ties a n d
o ff ic ers. (c) respo n s iven ess Ab il ity to
a ssi st a n d pro vide fast , prec ise servic e a n d cl ear in form a tio n to cu sto mers o r consu mers. (d) Assuranc e: Indicato rs can be seen
fro m the courtesy a n d
a bility o f o ff ic ers to fost er trust for cu sto mers bo th in terms o f o ff ic ers
a n d facili ties. (e) empa t hy Pro vide sin ce re a tt en tio n to cu sto mers o r consu mers by tryin g to
un dersta n d their wishes, in clu d in g o ff ic ers to lerat in g
cu sto mers
to wa ter
b il l
paymen t lim i ts.
Ke y word : Qua li ty o f S e rv ic e