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All Journal Jurnal Riset Ilmiah Journal of Development Administrations Thinking Understand: Public and Business Administration (DATU)
Siti Paulina
Sekolah Tinggi Ilmu Administrasi Amuntai
Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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THE QUALITY OF SERVICE AT PT. AIR MINUM SANGGAM BALANGAN (PERSERODA) IN PARINGIN SUB-DISTRICT Siti Paulina
Journal of Development Administrations Thinking Understand: Public and Business Administration (DATU) Vol. 2 No. 1 (2025): Journal of Development Administrations Thinking Understand: Public and Business
Publisher : PPPM STIA Amuntai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36658/datu.v2.i1.1284

Abstract

This study aims to evaluate the quality of public services at PT. Air Minum Sanggam Balangan (Perseroda) in Paringin District, Balangan Regency. A descriptive qualitative approach was employed, with data collected through observation, in-depth interviews, and documentation. The analysis is based on Fitzsimmons' five service quality dimensions: tangible, reliability, responsiveness, assurance, and empathy. The results indicate that overall service quality falls under the “fair” category. The dimensions of reliability, assurance, and empathy show positive performance, particularly in terms of procedural accuracy, staff attitude, and responsiveness to customer needs. However, weaknesses were identified in the responsiveness and tangible dimensions, especially regarding slow responses to customer complaints and limited technical facilities, such as the absence of backup generators. This study recommends improvements in technical infrastructure and response speed to enhance the overall quality of public services.
EFEKTIVITAS PELAYANAN ADMINISTRASI KEPENDUDUKAN DENGAN ANJUNGAN DUKCAPIL MANDIRI (ADM) PADA DINAS KEPENDUDUKANDAN PENCATATAN SIPIL KABUPATEN TABALONG Siti Paulina; Norhatipah. H
SINERGI : Jurnal Riset Ilmiah Vol. 3 No. 5 (2026): SINERGI : Jurnal Riset Ilmiah, Mei 2026
Publisher : Lembaga Pendidikan dan Penelitian Manggala Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62335/sinergi.v3i5.2521

Abstract

Population administration services are an important part of public services that demand effectiveness and quality of service. In line with the development of information technology, the Population and Civil Registration Department of Tabalong Regency has implemented an innovative service called the Independent Civil Registration Counter (ADM). However, its implementation still faces obstacles such as a lack of public awareness and limited assistance from officers during peak hours. This study aims to analyze the effectiveness of population administration services through ADM. This study uses a qualitative approach with descriptive methods. Data collection techniques are carried out through observation, interviews, and documentation. The results show that population administration services through ADM are quite effective, reviewed from the variable of adaptability, communication indicators are less effective because there is still no socialization, especially and many people are still unfamiliar with services using ADM, the cooperation indicator is effective. The variables of work performance, skills, discipline, and personality indicators are effective, while the cooperation indicator is considered quite effective. Finally, the variables of job satisfaction, job content indicators, supervision, organization and management, opportunities for advancement, and salary and finance are considered effective.  The influencing factors include: inhibiting factors, minimal outreach, and suboptimal service delivery by officers during peak hours. To improve the satisfaction and quality of public services, it is recommended that the Population and Civil Registration Service of Tabalong Regency should improve the communication aspects related to the existence of ADM in various media, both online and offline, and the public should be proactive in utilizing services with ADM in order to improve the quality of communication and effective services
Co-Authors Norhatipah. H