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All Journal Jurnal Manajemen dan Organisasi MANAJEMEN IKM: Jurnal Manajemen Pengembangan Industri Kecil Menengah Jurnal Manajemen dan Agribisnis JURNAL ANALISIS KEBIJAKAN KEHUTANAN JAM : Jurnal Aplikasi Manajemen Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Binus Business Review KOLEGIAL : Jurnal Manajemen, Bisnis, dan Akuntansi International Journal of Social Science and Business JURNAL PANGAN Jurnal EMA (Ekonomi Manajemen Akuntansi) Jurnal Locus Penelitian dan Pengabdian Journal Of Sustainability Perspectives Jurnal Sosial dan Humanis Sains Journal of Sustainability Perspectives Eduvest - Journal of Universal Studies Islamic Economics Methodology IIJSE Buletin Pos dan Telekomunikasi Jurnal Ekonomi, Bisnis & Entrepreneurship (e-Journal)
Slamet, Alim Setiawan
Departemen Manajemen Fakultas Ekonomi Dan Manajemen, Institut Pertanian Bogor
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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 Agus Purwito Anas Miftah Fauzi Anas, Winnie Pratiwi Anggareni, Elisa Anggraini Sukmawati Arif Satria Assegaff, Helmy Dewi, Farida Ratna Didin Jamaludin Eka Kresno Dianti Ekananta, Arry Eko Ruddy Cahyadi Elisa Anggraeni Elisa Anggraeni, Elisa Falahy, Unwan Faqih Udin dan Jono M. Munandar Meivita Amelia Farhana, Farhana Fatih Rizqiah Fatma Saqdiah Firmansjah S Furqon Syarief Hidayatulloh Gusmia Arianti Hariyadi, Effi Hasanah Sarjono, Atina Hasna, Najmah Nurlaila Hermailinda Evianisa Heti Mulyati Indra Refipal Sembiring ISKANDAR ZULKARNAEN SIREGAR Jumady Sinaga Kautsar, Muhardi Ahmad Kinda Rizki Kinda Rizki Widianti Kosasih, Akhmad Kurniadewi, Yogtavia Indah Lindawati Kartika Lumban Benget Hutajulu M. Azka Kesuma Wardana Marimin , Marimin Marimin Meidy Rachmalia Mokhamad Syaefudin Andrianto Musa Hubeis Mush’ab Ihsan Mu’tashim Pradana, Anang Kartika Pramulya, Bagus Putra, Heriansyah PWK, Dennis Saputra R.Dikky Indrawan Rabbani, Ahmad Dzaki Ratna Wulan Sari Sri Ariyanti Stevia Septiani Wita Juwita Ermawati