ANALISIS KUALITAS PELAYANAN PENYEDIAAN AIR BERSIH DI UPT AM KOTA METRO

Abstract

Basically the implementation unit of a regional government such as UPT (Unit Pelaksana Teknis/TechnicalImplementation Unit) is assigned a social mission. However, based on observation both in the field and in UPTAir Minum in Metro City, as well as the society as the customers, the following problems are found: the lowquality and quantity of clean water supply, and limitation to the continuity of water distribution. Theimplementation of public service is still interfered by ineffective and inefficient governmental system, as well asincompetent human resources. It can be seen from the society's prevailing dissatisfaction and complaint, bothdirectly and indirectly expressed through mass media. The causes are ineffective procedure, no assurance of timein completion process and in cost, unclear requirements, and unresponsive officials, leading to negative image ofthe government. To overcome those conditions, improvement is highly requeired in public service sustainabilityin order to establish a qualified public service. The objective of this study is to understand service quality of UPTAir Minum of Metro City to their customers. Basically, quality implies similar purpose in determining servicequality, to be specific. The scope of this study is the service quality of UPT Air Minum of Metro City which isfocused on water serving. By using qualitative descriptive method with a single table, data is collected usingtriangulation technique (observation, interview and documentation). The informants are 15 interviewers and 70questionnaires informants from the total of 1544 customers. From the research result using interview, observationand documentation, it is found that the service quality of UPT Air Minum of Metro City which is described interms of product and tangibility, responsiveness, empathy, reliability, assurance may be assumed as qualified. It issupported by single table; Tangible 61.43%, Reliability 72.86%, Responsiveness 90.00%, Assurance 76.79%,Empathy 87.14%. Based on the whole service quality criteria above, it can be concluded that service quality inUPT Air Minum of Metro City is definitely qualified. Thus, the researcher implies that UPT Air Minum of MetroCity needs evaluation and that related Department to provide better response to those.