Abstract
This study aimed to analyze and describe; (1) the service quality of South Central Timor (SCT) regional drinking water company or PDAM SCT. (2) Supporting and inhibiting factors of the service quality of PDAM SCT. The study was descriptive research with a qualitative approach. This research focused on (1) the quality of service, broken down into sub-focus; (i) Tangible Evidence, (ii) Reliability, and (iii) Responsiveness. (2) Supporting and inhibiting factors of the service quality. Data were collected through interview, documentation, and observation. Data analysis techniques used were interactive models from Miles, Huberman and Saldana (2014: 10) with three components: (1) Data condensation; (2) Data display, (3) Conclusions withdrawal and Verification. The results showed that the quality of PDAM SCT service has to be improved because many services are still far from the suitability of indicators as an adequate service benchmark. DOI : 10.7176/DCS/10-1-05 Publication date: January 31 st 2020
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