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All Journal Jurnal Manajemen dan Organisasi MANAJEMEN IKM: Jurnal Manajemen Pengembangan Industri Kecil Menengah JURNAL ANALISIS KEBIJAKAN KEHUTANAN JAM : Jurnal Aplikasi Manajemen Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Agribisnis Indonesia (Journal of Indonesian Agribusiness) Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Binus Business Review KOLEGIAL : Jurnal Manajemen, Bisnis, dan Akuntansi JURNAL MANAJEMEN MOTIVASI International Journal of Social Science and Business JURNAL PANGAN Jurnal Doktor Manajemen (JDM) Al-Kharaj: Journal of Islamic Economic and Business Jurnal EMA (Ekonomi Manajemen Akuntansi) Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Jurnal Locus Penelitian dan Pengabdian Journal Of Sustainability Perspectives Jurnal Sosial dan Humanis Sains Journal of Sustainability Perspectives Journal of Business, Social and Technology Eduvest - Journal of Universal Studies Islamic Economics Methodology IIJSE Buletin Pos dan Telekomunikasi Fundamental and Applied Management Journal Jurnal Ekonomi, Bisnis & Entrepreneurship (e-Journal) Jurnal Ekonomi dan Pembangunan
Alim Setiawan Slamet
Departement Of Management, Faculty Of Economics And Management, IPB University
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Library & Information Science Mathematics Neuroscience Public Health Social Sciences

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Journal : islamic economics methodology

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Driving Public Service Quality through Innovation and CRM: A Study of Perumda Air Minum Tirta Pakuan, Bogor Rabbani, Ahmad Dzaki; Slamet, Alim Setiawan; Munandar, Jono Mintarto; Hidayatulloh, Furqon Syarief
Islamic Economics Methodology Vol. 4 No. 1 (2025): Islamic Economics Methodology
Publisher : SMART Insight

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58968/iem.v4i1.625

Abstract

Evaluating public service quality is fundamental in measuring the performance of government institutions, particularly in sectors regulated by law. One of the most vital infrastructure services is the provision and management of clean water by regional water utilities. This study focuses on Perumda Air Minum Tirta Pakuan in Bogor City, a benchmark utility expected to exemplify innovation and high-quality service delivery. The research investigates the influence of innovation and customer relationship management (CRM) on service quality and formulates strategic recommendations. A mixed-methods approach was employed, combining descriptive statistics, Structural Equation Modeling–Partial Least Squares (SEM-PLS), and SWOT analysis. The study involved 140 customer respondents and five experts. Findings confirm that innovation and CRM have a positive and significant effect on service quality, with CRM also positively influencing innovation. Based on these insights, a growth and development strategy is recommended to strengthen Tirta Pakuan’s service excellence.
Co-Authors Agra Kananda , Linggarseno Agus Purwito Ahmad Hadyan Fadhil Akhmad Kosasih Amalia Ramadhina Ghaisani Amzul Rifin Ananda Desmayonda Anas, Winnie Pratiwi Anggareni, Elisa Anggraini Sukmawati Anis Rusyda Maliana Arif Satria Arif Satria Arry Ekananta Dandi Kautsar Democratio Luther Dhani Satria Wibawa Didin Jamaludin Doni Yusri Eka Kresno Dianti Eko Ruddy Cahyadi Elisa Anggraeni Faqih Udin dan Jono M. Munandar Meivita Amelia Farhana, Farhana Fatih Rizqiah Fatma Saqdiah Furqon Syarief Hidayatulloh Gusmia Arianti Hanif Yusuf Hari Wijayanto Hariyadi, Effi Hasanah Sarjono, Atina Hasna, Najmah Nurlaila Helmy Assegaff Heriansyah Putra Heriansyah Putra Hermailinda Evianisa Heti Mulyati IBNUL QAYIM Indra Refipal Sembiring Indra Refipal Sembiring Irham Farhan Herdiardi Iskandar Z Siregar ISKANDAR ZULKARNAEN SIREGAR Jono M. Munandar Jumady Sinaga Khalida Agnia Malayin Kinda Rizki Kinda Rizki Widianti Kosasih, Akhmad Kurniadewi, Yogtavia Indah Lumban Benget Hutajulu M. Azka Kesuma Wardana Ma'mun Sarma Marimin , Marimin Marimin Maulina Lamuse Megawati Simanjuntak Meidy Rachmalia Mimin Aminah Mokhamad Syaefudin Andrianto Muhammad Yusuf Nugraha Muhardi Ahmad Kautsar Munawaroh Musa Hubeis Mush’ab Ihsan Mu’tashim Netasari Khadijah Nurdiansah , Angga Pradana, Anang Kartika Pramulya, Bagus Putra, Heriansyah PWK, Dennis Saputra Rabbani, Ahmad Dzaki Ramadhanis, Zainab Ratna Wulan Sari Risda Arofahtiani Rr. Retno Rizki Dini Yuliana Sri Ariyanti Stevia Septiani Suci Wulandari Unwan Falahy Utami, Anisa Dwi Wita Juwita Ermawati