Responsiveness of the Regional Public Drinking Water Companies Tirta Lestari in Providing Public Services in Tuban Regency

Viona Eka Rahmawati Rahmawati; Agus Widiyarta

doi:10.37899/journal-la-sociale.v5i5.1325

Viona Eka Rahmawati Rahmawati Department of Public Administration, Faculty of Social and Politic Sciences, Pembangunan Nasional University “Veteran” East Java, Indonesia
Agus Widiyarta Department of Public Administration, Faculty of Social and Politic Sciences, Pembangunan Nasional University “Veteran” East Java, Indonesia

DOI: https://doi.org/10.37899/journal-la-sociale.v5i5.1325

Keywords: Responsiveness, Public Services, Quality Public Services, Regional Public Drinking, Water Companies

Abstract

One of the institutions that has the authority to carry out public services and provide services in terms of providing clean water is the Regional Public Drinking Water Companies in the form of Regional Public Companies. As a form of fulfilling the right to clean and healthy water as a human right, Regional Public Drinking Water Companies are responsible for facilitating and providing clean water services for the community. This research aims to describe the responsiveness of public services at the Regional Public Drinking Water Companies Tirta Lestari, Tuban Regency. The type of research used is descriptive qualitative. Data collection techniques through observation, interviews, and documentation. Data analysis techniques include data collection, data reduction, data presentation, and drawing conclusions or verification. The theory used is the Responsiveness theory from Zeithaml in Hardiansyah (2018) which consists of the ability to respond to each customer, speed of service, accuracy of service, accuracy of officers, timeliness of service, and officers responding to customer complaints. The research results show that the services provided at the Tirta Lestari Regional Drinking Water Company, Tuban Regency have shown responsive service and customers have received service according to responsiveness indicators. However, there are still obstacles in the service delivery process.

References

Dwiyanto, A. (2021). Mewujudkan good governance melalui pelayanan publik. Ugm Press.

Fitriadi, S. (2020). Corporate Social Responsibility, Social and Community Development Program As the Implementation of Gcg At Pt Pln (Persero). Journal of Accounting and Finance Management, 1(1), 33-40.

Hardiansyah. (2018). Kualitas Pelayanan Publik (Edisi Revisi). Gava Media.

Hayat. (2017). Manajemen pelayanan Publik. PT Raja Grafindo Persada.

Herdini, F., & Agus Widiyarta. (2020). Responsivitas Pelayanan Publik Dalam Menangani Keluhan Pelanggan Di Perusahaan Daerah Air Minum (Pdam) Kabupaten Nganjuk. Public Administration Journal of Research, 2(1), 1–9.

Hermansah, S. H., Ahmad Yamin, S. H., Suparman, S. P., & BI, M. P. Meningkatkan Kualitas Layanan Publik di Pelabuhan: Peran Responsivitas dan Kemampuan Pelayanan Pegawai. Jakad Media Publishing.

Maulidiah, S. (2016). Pelayanan Publik (Pelayanan Administrasi Terpadu Kecamatan). In Jurnal Penelitian Pendidikan Guru Sekolah Dasar (Vol. 6, Issue August). Indra Prahasta.

Ngulube, P. (2015). Qualitative data analysis and interpretation: systematic search for meaning. Addressing research challenges: making headway for developing researchers, 131, 156.

Norawati, S., & Fahraini. (2022). DETERMINAN KOMITMEN DAN KINERJA KARYAWAN Pada Badan Usaha Milik Daerah (BUMD). CV Adanu Abimata. https://books.google.co.id/books?id=XKBqEAAAQBAJ

Raharjo, M. (2021). Manajemen Pelayanan Publik (Tarmizi (ed.)). Bumi Aksara.

Ramadani, R. (2021). Responsivitas Penyelenggaraan Pelayanan Publik di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Bone. Jurnal Administrasi Publik, 17(2), 249-265. https://doi.org/10.52316/jap.v17i2.76

Safitri, R. H., Arifin, R., & ABS, M. K. (2022). Pengaruh tingkat pendidikan, masa kerja dan komitmen terhadap kinerja karyawan di Radio Republik Indonesia Kota Malang. E-JRM: Jurnal Ilmiah Riset Manajemen, 11(6), 85–95.

Sellang, K. (2019). Administrasi Dan Pelayanan Publik Antara Teori dan Aplikasinya. Ombak, February, 1–229. https://www.mendeley.com/viewer/?fileId=349a0ada-0d19-cc5f-2776-e90886da1735&documentId=e4a8153f-e14a-3a02-a647-dfbbb59f5582

Tjiptono. (2019). Strategi Pemasaran Prinsip & Penerapan. Bayu Media.

Tjiptono. (2022). SERVICE MANAGEMENT: Mewujudkan Layanan Prima Edisi 4. Penerbit Andi.

Wijayanti, T., Nugraha, F., & Utomo, A. P. (2022). Rancang Bangun Sistem Manajemen Pengelolaan Pengaduan Masyarakat Di Kabupaten Kudus. Journal of Computer and Information Systems Ampera, 3(1), 56–65. https://doi.org/10.51519/journalcisa.v3i1.141