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Andi Ahmad Yani
Hasanuddin University
Social Sciences

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Public Satisfaction on Water Utility Services in an Urban Community Hamsinah Djaing; Sangkala Sangkala; Muhammad Rusdi; Andi Ahmad Yani
Journal of Governance Volume 5, Issue 1: (2020) June
Publisher : Universitas Sultan Ageng Tirtayasa

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (823.413 KB) | DOI: 10.31506/jog.v5i1.7722

Abstract

Water utility service is a fundamental service in urban society. Urban citizens expect a high quality of service that made the service provider company should be responsible to provide it. This study aims to examine service quality of water utilizes services which are delivered by the Regional Water Supply Company (RWSC) in the City of Makassar, Indonesia. The method used in this research is the quantitative method through a customer satisfaction survey. The research conducted in the Regional Water Supply Company (RWSC) of Makassar, precisely in four regions. The study employs a stratified sampling method based on regions and the number of the population is 163,549 customers. This study applies 95 percent and margin error is 5 percent which means the number of samples is interviewed not lower than 384 respondents. The data was collected through face to face interviews with questionnaires. The data obtained from the field is processed using a technical analysis of descriptive statistical data. The result shows that the customers of water utility services have moderate satisfaction where technical services are far better than non-technical services.
Co-Authors Hamsinah Djaing Muhammad Rusdi Sangkala Sangkala