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All Journal Didaktik : Jurnal Ilmiah PGSD STKIP Subang
Farhan Krisdiansyah
Sekolah Tinggi Ilmu Ekonomi Mahardhika
Education

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Pengaruh Kompetensi Kerja, Strategi Pelayanan, dan Metode E-Government dalam Menunjang Kualitas Pelayanan pada PDAM Delta Tirta Sidoarjo Farhan Krisdiansyah; Agus Wahyudi Agus
Didaktik : Jurnal Ilmiah PGSD STKIP Subang Vol. 12 No. 02 (2026): Volume 12 Nomor 02, Juni 2026 Published
Publisher : STKIP Subang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36989/didaktik.v12i02.13593

Abstract

Service quality in Regional Drinking Water Companies (PDAM) is a crucial factor in meeting public satisfaction in the era of digital transformation. This study aims to analyze the influence of work competence, service strategy, and e-government methods on service quality at PDAM Delta Tirta Sidoarjo. A quantitative approach with a causal-comparative design was employed in this research. Data were collected through questionnaires from 165 active customers selected using purposive sampling technique. Data analysis used multiple linear regression with the assistance of the SPSS program. The results showed that work competence, service strategy, and e-government methods have a positive and significant effect on service quality, both partially and simultaneously. Service strategy was found to be the most dominant variable. The coefficient of determination (R²) value of 0.637 indicates that 63.7% of the variation in service quality can be explained by these three independent variables. These findings confirm the importance of an integrated approach that combines human resource development, strategic planning, and technology adoption in improving public service quality.
Co-Authors Agus Wahyudi Agus