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All Journal Professional : Jurnal Komunikasi dan Administrasi Publik Journal of Research in Social Science and Humanities
Aprianti, Resi Dwi
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Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Social Sciences Other

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Responsivitas pelayanan perusahaan umum daerah (perumda) air minum dalam melayani pemasangan Sambungan baru (Studi Pada Perumda Tirta Hidayah Kota Bengkulu) Aprianti, Resi Dwi; Lorita, Evi; Saputra, Harius Eko
Professional: Jurnal Komunikasi dan Administrasi Publik Vol 11 No 1 (2024): Juni
Publisher : UNIVED PRESS, Universitas Dehasen Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37676/professional.v11i1.6303

Abstract

This study aims to determine how the responsiveness of Regional Public Company Services (Perumda) Drinking Water Tirta Hidayah Bengkulu city in serving the new installation. This research uses a qualitative descriptive method. Data collection using observation, interview, and documentation techniques. Data analysis techniques use data reduction, data presentation and verification or making conclusion. The results showed that the responsiveness of Perumda Drinking Water Tirta Hidayah Bengkulu city in serving the new installation consisted of 5 (five) things, namely: (1) the presence or absence of complaints from users in the past year. In this case there are indeed complaints from users of new installation services related to the length of time for installation which is not in accordance with what was delivered by the officer; (2) The attitude of the officers in responding to the complaints has tried to serve as much as possible by being friendly, polite and courteous to users of new installation services; (3) Use of complaints as a reference for further service improvement. In this case the officers certainly make complaints from customers as a reference for further service improvement and find solutions to customer complaints; (4) The various actions of officers in providing satisfaction with new installation services are to reply to every complaint from incoming customers both online and verbally and innovate in conducting online services Sejam Ladas (One Hour Report Follow Up Completed); (5) Placement of service users in the service system is placed based on the order of the new installation registration queue.
An Analysis Of Public Service Delivery At Perumda Tirta Hidayah Bengkulu City Saputra, Harius Eko; Lorita, Evi; Aprianti, Resi Dwi
Journal of Research in Social Science and Humanities Vol 2, No 2 (2022)
Publisher : Utan Kayu Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47679/jrssh.v2i2.297

Abstract

This study aims to analyze the level of public service responsiveness at Perusahaan Umum Daerah (Perumda) Tirta Hidayah in Bengkulu City, with a focus on new water connection services. A descriptive qualitative method was employed, using in-depth interviews, direct observation, and document analysis as data collection techniques. The findings indicate that the current level of service responsiveness is suboptimal. Customers reported delays in connection installation, inconsistent information, and slow responses to complaints. The main contributing factors include limited human resources and the absence of an integrated service system based on information technology. The analysis draws on Dwiyanto’s theory of public service responsiveness, which highlights five key indicators: customer complaints, bureaucratic attitudes, feedback utilization, corrective action, and the role of citizens in the service system. The study recommends a comprehensive reform of the service system, enhancement of human resource capacity, and increased community involvement to achieve responsive, transparent, and citizen-oriented public services.
Co-Authors Evi Lorita, Evi Saputra, Harius Eko