Analysis Of The Quality Of Clean Water Services At The Office Of The Regional Drinking Water Company (PDAM) Tirta Bumi Wibawa, Sukabumi City

Abstract

This study analyzes the clean water service quality at PDAM Tirta Bumi Wibawa, Sukabumi City. As a regional-owned company, PDAM is responsible for providing clean water, yet the 2024 Community Satisfaction Index scored only 71.77 ("less good"). Issues include dirty or non-flowing water, unclear tariff increases, and poor complaint handling. Using a descriptive qualitative method with observations, interviews, and documentation, the study applies Tjiptono’s (2017) service quality theory—focusing on reliability, responsiveness, and empathy. Findings show suboptimal service: unreliable water distribution, slow complaint responses, and lack of customer care. The study recommends improving tariff transparency, responsiveness, and customer-oriented communication.