RESPONSIVITAS PELAYANAN PUBLIK DALAM MENANGANI KELUHAN PELANGGAN DIPERUSAHAAN DAERAH AIR MINUM (PDAM) SURYA SEMBADA KOTA SURABAYA

Abstract

Responsiveness  of  public  services  is  a  testament  to  government  agencies  are  able  to  recognize  the
needs of people in line  with expectations, demand, and aspirations of the people. As one  of the government agencies,
Perusahaan  Daerah  Air  Minum (PDAM) Surya Sembada  Kota  Surabaya  must  be  able  to  recognize  the  needs  of  the
people  are  realized  through  customer  complaints  submitted.  Their  complaint  submitted  indicates  that  the  service
provided  has  not  met  the  expectations  of  the  people.  As  evidence  of  the  responsibility  for  the  quality  of  service
provided, Perusahaan Daerah Air Minum (PDAM) Surya Sembada Kota Surabaya need to show their responsiveness in
customer  complaints  handling.  The  aim  of  this  study  to  describe  the  resonsiveness  of  public  services  in  customer
complaint handling in Perusahaan Daerah Air Minum (PDAM) Surya Sembada Kota Surabaya.
  Type  of  this  research used  in  this  study  is  a  qualitative  descriptive. As for  the  focus  of  this  research is  an
indicator  of  responsiveness  by  Zeithaml  dkk  (1990),  which  responds  to  every  customer  who  wants  to  get  service,  the
officers doing services  quickly,  the  officers doing  the  right services,  the officers doing  services  carefully,  the  officers
doing services with the right timing, and all complaints responded by the officers. Research subjects in this study was
taken  by  using  purposive  sampling  techniques.  Data  collection  techniques  used  were  interviews,  observation,  and
documentations. Data obtained will be analyzed using an interactive model of data analysis techniques.
The  result  showed  that four  of  the  six  indicator  used, which responds  to  every  customer  who  wants  to  get
service, the officers doing services quickly, the officers doing services carefully, and the officers doing services with the
right timing are already good. While the other two have, which the officers doing the right services and all complaints
responded by the officers are not good yet. It is seen from the officers do not complaint handling in accordance with the
previously reported and complaints submitted have not responded well. Advice that can be given is the officers need to
be  more  carefull  in  complaint  handling  in  accordance  with  that  reported  and  Perusahaan Daerah  Air  Minum  (PDAM)
Surya  Sembada  Kota  Surabaya  expected  to  coordinate  with  technical  personnel  in  order  to  better  be  able  to  quickly
respond to cuctomer complaints and handled.
 
Keyword: Responsiveness, Public Service, Customer Complaints