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All Journal Journal of Development Administrations Thinking Understand: Public and Business Administration (DATU)
Siti Paulina
Sekolah Tinggi Ilmu Administrasi Amuntai
Social Sciences

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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.
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