Analysis of Service Quality of Tirta Mukti Regional Drinking Water Company (PDAM) Cianjur Regency

Abstract

This study aims to analyze the service quality of Tirta Mukti Regional Drinking Water Company (PDAM) Cianjur Regency in providing clean water to the community. The background of this study is based on the high number of customer complaints related to water distribution, service quality, and billing systems. This study uses a qualitative method with a descriptive approach. Data collection was carried out through observation, in-depth interviews, and documentation, with snowball sampling techniques in determining informants. Data analysis was conducted based on the theory of service quality from Zeithaml, Parasuraman, and Berry (1990), which includes five dimensions of SERVQUAL: tangibles, reliability, responsiveness, assurance, and empathy. The results of the study showed that although PDAM Tirta Mukti has a wide service coverage and shows a fairly high public satisfaction score, there are still various problems, including many customers who complain because they do not receive water supply, damaged water pipes that cause water to go out, high bills, and small water discharge. Therefore, continuous improvement efforts are needed to improve the quality of service in order to fulfill the community's right to clean water that is decent and evenly distributed.