KUALITAS PELAYANAN PERUSAHAAN DAERAH AIR MINUM TIRTA KEPRI DI BINTAN (STUDI LAYANAN PEMASANGAN INSTALASI SAMBUNGAN BARU DI KELURAHAN KIJANG KOTA TAHUN 2019)

Abstract

Service for new connections is the first step before becoming a customer at a Regional Drinking Water Company (PDAM) Tirta Kepri Cabang Kijang. Regional Drinking Water Company (PDAM) Tirta Kepri Cabang Kijang continue to strive to improve the quality of service at the installation of new connections so that customers can feel satisfied and can provide a positive initial view. This study aims to see customer satisfaction with the new connection services provided and the factors inhibiting the service process. This research is a quantitative research with a survey method. The results of this study are that the quality of service for installing new connections at the Regional Water Company (PDAM) Tirta Kepri Cabang Kijang it is good seen from the results of the survey which was conducted directly to 93 customers. Factors that can become obstacles to the service process of installing new connection installations are customer ignorance of the additional fees / rates being charged and the water outflow pressure that is not optimal. Solutions that can be taken for the good service of the Regional Water Company (PDAM) Tirta Kepri Cabang Kijang in the future, it is in terms or aspects of costs / tariffs and product specifications of service, namely by informing customers and officers that when there will be additional fees / rates during the new connection service process, neither the customer nor the officer has any mistakes. In addition, for the problem of water pressure that is not maximal, officers should inform customers that the water pressure given to customers in the deer area is still in accordance with the standards that can be given.