Analisis Kualitas Pelayanan Pada Divisi Penertiban Di Bagian Tutupan Dan Sweeping PDAM Surya Sembada Kota Surabaya

Analysis of Service Quality in the Ordering Division in the Surabaya City PDAM Surya Sembada Closing and Sweeping Section

Penelitian tugas akhir ini merupakan penelitian yang menggambarkan kualitas pelayanan pada Divisi Penertiban Bagian Tutupan, Bukaan dan Sweeping PDAM Surya Sembada kota Surabaya. Dalam penelitian ini membahas terkait kualitas pelayanan divisi penertiban dengan permasalahan pada Bagian Tutupan, Bukaan dan Sweeping PDAM Surya Sembada kota Surabaya. Permasalahan yang ada pada bagian tutupan, bukaan, dan sweeping ini berkaitan dengan keterlambatan pembayaran dan pelanggaran pelanggan pada divisi penertiban PDAM. Penelitian ini merupakan penelitian deskriptif dengan metode kualitatif untuk mendeskripsikan dengan menggunakan metode survey, wawancara, studi kasus. Sedangkan fokus penelitiannya menggunakan teori dimensi kualitas pelayanan menurut Zeitham yang meliputi Tangibel (Berwujud), Reliability (Kehandalan), Assurance (Jaminan), Responsiveness (Daya Tanggap), Empathy (Empati). Teknik Analisa Data pada penelitian ini dengan teknik Pengumpulan Data, Reduksi Data, Penyajian Data, dan Pengambilan Kesimpulan. Hasil pada penelitian menyimpulkan bahwa pada Tangibel telah dilakukan dengan baik sesuai Standar Operasional Prosedur Penertiban PDAM Surya Sembada Kota Surabaya, untuk Realibility pada indikator kecermatan petugas dalam melayani pelanggan masih terdapat kendala dalam konteks kurang penyampaian informasi terkait pelanggaran, untuk Responsiviness indikator petugas melakukan pelayanan dengan cermat masih terdapat kendala dalam konteks pemberian sanksi yang tidak sesuai pada Standar Operasional Prosedur Penertiban PDAM Surya Sembada Kota Surabaya, untuk Assurance telah dilakukan dengan baik sesuai Standar Operasional Prosedur Penertiban PDAM Surya Sembada Kota Surabaya, dan untuk Empathy indikator telah dilakukan dengan baik sesuai Standar Operasional Prosedur Penertiban PDAM Surya Sembada Kota Surabaya.

This final project proposal is a research that describes the quality of service in the Controlling Division of the Closures, Openings and Sweeping Section of PDAM Surya Sembada, Surabaya. This study discusses the service quality of the policing division with problems in the Closing, Opening and Sweeping Sections of PDAM Surya Sembada, Surabaya. The problems that exist in the closing, opening, and sweeping sections are related to late payments and customer violations in the PDAM policing division. This research is a descriptive study with qualitative methods to describe using survey methods interviews, case studies. While the focus of his research uses the theory of service quality dimensions according to Zeitham which includes Tangibel, Reliability, Assurance, Responsiveness, Empathy. Data analysis techniques in this study used data collection, data reduction, data presentation, and conclusion drawing techniques. The results of the study concluded that for Tangibel it had been carried out properly in accordance with the Standard Operational Procedure for Controlling PDAM Surya Sembada City of Surabaya, for Reliability on the indicator of the accuracy of officers in serving customers there were still obstacles in the context of a lack of delivery of information related to violations, for Responsiveness the indicator for officers carrying out services carefully there were still obstacles in the context of imposing sanctions that were not in accordance with the Standard Operational Procedures for Controlling PDAM Surya Sembada City of Surabaya, for Assurance it had been carried out properly according to the Standard Operational Procedure for Controlling PDAM Surya Sembada City of Surabaya, and for Empathy indicators have been carried out properly in accordance with the Standard Operating Procedures for Controlling PDAM Surya Sembada City of Surabaya.. Keywords: Service Quality, Service Quality Dimensions, Coverage and Sweeping.