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PERSPEKTIF
Available online http://ojs.uma.ac.id/index.php/perspektif
Service Quality Analysis of the Regional Drinking Water Company (PDAM) Tirta Sejuk Against the Need for Clean Water in
Blangkejeren
Khaidir Ali1), Rafieqah Nalar Rizky1) & Atikah Ulayya2)
1) Departemen of Public Administration, Faculty of Social and Political Sciences, Universitas Muhammadiyah Sumatera Utara, Indonesia
2) Department of Social Welfare, Faculty of Social and Political Sciences, Universitas Muhammadiyah Sumatera Utara, Indonesia
Submitted: 30, September 2023; Reviewed: 18, December 2023; Accepted: 16, January 2024
Abstract
One of the BUMDs owned by the regional government is The Regional Drinking Water Company (PDAM), which is responsible for developing and managing a clean water supply system to serve consumers at more affordable prices. The need for clean water is something that is of great concern because it is one of the primary human needs that cannot be avoided in everyday life. This research aims to determine the analysis of the service quality of PDAM Tirta Sejuk regarding the need for clean water in Blangkejeren. The method used is a qualitative method with descriptive analysis to obtain a systematic, factual and accurate picture of the problems studied. This research also uses Zeithaml's theory which consists of several main indicators, namely: tangibles, empathy, responsiveness, reliability and guarantee. The results of the research show that the service provided to consumers is quite good and satisfying, seen in its form, namely the existence of facilities and infrastructure to support service quality and meet community needs, prioritizing good communication in creating a sense of empathy for customers, and responsiveness in overcoming various problems that occur regarding clean water needs. Apart from that, reliability is also emphasized to fulfill promises of guarantees that will be given to customers.
Keywords: Service Quality; The Regional Drinking Water Company; Water Needs
How to Cite: Ali, K., Rizky, R.N., & Ulayya, A., (2024), Service Quality Analysis of the Regional Drinking Water Company (PDAM) Tirta Sejuk Against the Need for Clean Water in Blangkejeren. PERSPEKTIF, 13(1), 51-59.
*Corresponding author:
E-mail: [email protected] ISSN 2549-1660 (Print)
ISSN 2550-1305 (Online)
INTRODUCTION
Service is a top priority in every government administration, both at the central and regional levels. By granting the widest possible autonomy to regions, it is hoped that it will be able to accelerate the realization of community welfare through improving services, empowerment, and community participation (Fauzi, 2019). Furthermore, with a comprehensive autonomy framework, particularly within the dynamic context of globalization, it is anticipated that regions can enhance their competitiveness. This can be achieved by giving due consideration to fundamental principles such as democracy, equality, justice, privileges, and specialties.
Additionally, acknowledging and harnessing regional potential and diversity is crucial within the framework of the Unitary State of the Republic of Indonesia(Law of the Republic of Indonesia Number 23 of 2014 concerning Regional Government).
This approach not only promotes the empowerment of regions but also contributes to the overall resilience and sustainable development of the nation as a whole. One of the BUMDs owned by the regional government is the Regional Drinking Water Company (PDAM), where PDAM is given the responsibility to develop and manage a clean water supply system to serve consumers at more affordable prices. Community demands for quality services can be realized if local governments are guided by the principles of public service, public service principles, and required public service standards (Lassa &
Tiza, 2021).
Service quality is an instrument and strategy provided by the company to attract consumers' interest in consuming the products or services provided, generally consumers who consume products or services, consumers see the quality provided and the service, if the quality of the service satisfies consumers, consumers will feel a sense of desire. they hope to achieve it so that they feel satisfied with the product or service (Wibowo, 2014). The PDAM (Regional Drinking Water Company) office of the Gayo Lues Regency branch, Aceh Province is under the auspices of the PDAM Tirta Sejuk corporate body on Jalan Colonel Muhamaddin, Blangkejeren. It is hoped that the PDAM will provide good service and contribute to the community's need for clean water. So, this
public need can be felt by many people (Tayyib, 2018). Apart from that, efforts to realize excellent public service must begin by increasing the professionalism of human resources so that they can provide the best service that approaches or exceeds the specified service standards (Hardiyansyah, 2018).
The need for clean water is a matter of great concern because it is one of the primary human needs that cannot be avoided in everyday life. The success of a service is based on the satisfaction of the person who needs the service, which can be interpreted by comparing the views between the service received and the expected service (Daniati, 2022). Public services aim to meet the needs of the user community to obtain desired and satisfying services (Dwiyanto, 2014). Many activities depend on and require clean water, such as bathing, drinking, washing, cooking, and so on (M. A. Kurniawan et al., 2021). Water requirements for daily needs in each region will vary depending on the level of use and the number of people living in the area (Verrdy Chrisna Primandani et al., 2022). Apart from being a natural resource, water is also an ecosystem component that is very important for human life and other living creatures, It is controlled by the State and used for the greatest prosperity of the people. This is stated in Article 33 paragraph (3) of the 1945 Constitution of the Republic of Indonesia. Considering the importance of the need for clean water, it is very natural that the clean water sector gets the main treatment priority because it concerns the lives of many people (Tambunan, 2014).
The increasing number of residents in Blangkejen means that the level of need for clean water continues to increase significantly.
In 2021, The number of customers currently reaches 6,377 customers, of which 947 are inactive, clearly with current conditions it continues to increase. The contribution of BUMD profits to the PAD of Gayo Lues Regency and PDAM Tirta Sejuk only contributed an average of 0.73% in the last five years(Amru, 2019). As a result, many people question the conditions that occur in BUMD. PDAM is also required to have a social function in meeting the community's need for clean water. People still complain about the difficulty of getting clean water. Water scarcity in an area greatly affects various aspects of human life, including
social, economic, cultural, and so on (Salilama et al., 2020). Based on this, this research was conducted to determine the quality of service for the water needs of the community in Blangkejeren PDAM Tirta Sejuk. So, what is being done can be a breakthrough in improving services and equitable needs for consumers.
Based on this explanation, this research aims to determine the conditions and facts in the field regarding the services provided to customers by PDAM Tirta Sejuk. Many facilities do not support the quality of clean water services, so research is interesting to study in depth. It is hoped that this research can provide input on service quality and customer satisfaction in the future.
RESEARCH METHODS
Research methods are a scientific way to obtain data with specific purposes and uses (Sugiyono, 2016). In this research, the author uses a qualitative descriptive method, namely research that uses an approach by describing a problem or event that occurs in the form of images or language. In this research, the author had to make in-depth observations in the field to analyze in depth and be able to develop relevant statements (Moleong, 2015). In addition, qualitative research is a method for exploring and understanding the meaning that several individuals and groups of people ascribe to social or humanitarian problems (Creswell, 2014). This qualitative research process involves important efforts, such as asking specific questions and procedures for collecting data, analyzing data inductively starting from specific themes to general themes, and interpreting the meaning of the data.
This research was conducted at the PDAM Tirta Sejuk Office in Gayo Lues Regency. Gayo Lues Regency is one of the regencies in Aceh Province and has a total of 11 sub-districts. One of them is Blangkejeren District which is the capital of Gayo Lues Regency, so the need for clean water in this area is a major concern in fulfilling the daily lives of its people. The services provided by PDAM Tirta Sejuk still have several obstacles in their implementation.
Based on this, researchers are interested in conducting research at this location. The concerns in this research are Tangible, Empathy, Responsiveness, Reliability, Assurance, and Transparency. With these
indicators, researchers can answer the quality of service provided by PDAM Tirta Sejuk towards the need for clean water for the people in Blangkejeren.
RESULTS AND DISCUSSION
This research aims to determine the quality of services provided at PDAM Tirta Cool regarding the need for clean water in Blangkejeren. Using Zeithaml et al., (2014) to show that the implementation of public services at PDAM Tirta Sejuk can be seen from 5 main indicators, namely:
1. Tangible
The tangible aspects of a service have a significant influence on perception of service quality. Infrastructure is very important in efforts to improve service quality. Thus, physical buildings and facilities become one form of this (Zeithaml et al., 2014). Based on the information conveyed by the Director of PDAM Tirta Sejuk, namely:
"In principle, the infrastructure and facilities are quite adequate, but there are several conditions in the building that require filter tank buildings in particular. so this filter tank is useful for improving water quality.
Because our water is mountain water, all of it is non-processed for now because the quality still meets the requirements for clean water. Then this development is to maintain the quality of the air flow. The downside is that we need a filtering tank, of course, this filtering is used to make the particles cleaner. I think the need for clean water in Blangkejeren is sufficient."
As explained by the Director of PDAM Tirta Sejuk, one of his customers also spoke about the existing building, namely an interview conducted with Mr Rabudin. Based on the results of the interview, it was stated that:
"I don't know about the infrastructure development at PDAM Tirta Sejuk, but I think the development itself is better than in previous years. Since the beginning of the construction, there have been many changes and improvements, in the past it took a long time to get clean water and there was a lack of response. "Now it's much better, of course, if we compare it with before."
As previously stated by the Director of PDAM Tirta Sejuk, Mr. Iskandar also said this, namely:
"According to the infrastructure and facilities, they are adequate for consumers, but they can be improved further. The disadvantage of the physical building of PDAM Tirta Sejuk is that it is still relatively small and does not have tools or machines to filter the water when it is cloudy. "Existing buildings can meet the needs of the community, but it would be better to develop them further so that the community can get clean water 24 hours a day, not at certain intervals."
Infrastructure is one of the important things that must be provided for any service that deals directly with the community. Of course, facilities and infrastructure are some of the service indicators that can be assessed by the community and certain parties. This was also conveyed by Stone in Kodoatie (2005) Infrastructure is the physical facilities developed or required by public agencies for government functions in the provision of water, electric power, waste disposal, transportation, and similar services to facilitate social and economic objectives. To improve the quality of service, you need a physical building that supports the services that will be provided to customers. This will certainly make it easier for PDAM Tirta Sejuk in its efforts to improve welfare and ease of service. Thus, infrastructure is a physical building that is very necessary to fulfill the main needs in the service process for the community. This was stated by the Director of PDAM Tirta Sejuk:
In this case, PDAM Tirta Sejuk already has buildings and facilities that support providing services to the community. Of course, the available buildings are capable of providing good services, although when compared with the past few years, it shows that there are still many deficiencies and facilities that are less supportive. The infrastructure improvements carried out by PDAM Tirta Sejuk are to make the services provided increase added value to customers. The breakthroughs that continue to be made are to realize better quality and more valuable clean water governance and to make clean water a necessity that must be enjoyed by all levels of society in Blangkejeren. Without this building, it will be one of the obstacles faced to ensure good services to the public. The progress made so far cannot be separated from the support of the regional government which continues to provide motivation and assistance to every sector in PDAM Tirta Sejuk.
2. Emphaty
Empathy is a feeling that arises within a person which is followed by an organism's feelings from very deep within the body.
Empathy is a very important thing to do to establish good communication with customers.
Without that, the performance will only be detrimental to many things, especially the level of trust that is built (Zeithaml et al., 2014). For more details, as stated by the Director of PDAM Tirta Sejuk, this is:
"We continue to communicate with the community, especially regarding public complaints regarding distribution problems. So we try our best if there is a problem, we handle it as quickly as possible. Judging from the conditions, of course, this is seen from the source. If the source is not problematic then we will complete the service. "The current service officers for me have given their best to customers."
Based on the results of interviews conducted with Mr. Rabudin, he said that:
"Services for clean water needs are now well coordinated, this can be seen from the officers who come when there are problems in the field, such as problems with water which sometimes doesn't always flow well."
Apart from that, Mr. Iskandar also conveyed how the relationship that has been established so far by PDAM Tirta Sejuk is:
"Employee communication from PDAM Tirta Sejuk is very friendly to the public to provide information about clean water that the public needs. In my opinion, employees have provided good service to the community by customer/consumer complaints. Complaints such as clean water, not getting water, rubbish, and others are immediately handled by employees."
Service can be said to be good if it is served with actions that make the customer relationship process feel comfortable. The expectations received by society will give rise to positive values if what they get is by their wishes. This will not arise if there is a lack of good communication and a high sense of concern among service recipients. PDAM Tirta Sejuk is one of the Regionally Owned Companies that has contributed to increasing Regional Original Income (PAD) in Gayo Lues Regency. Clean water is a need that cannot be separated from people's daily lives, so clean water providers need to fulfill this need.
Communication with customers is now going well,
Obtaining services based on cultural values that have been the characteristics of employees, gives rise to approaches that are intertwined in the service process. This is an added value obtained by the community so that the communication relationship between service providers and recipients can run properly. However, the implementation is not always as expected. We will continue to strive to address service deficiencies to create harmony for each customer.
3. Responsiveness
Responsiveness is the alertness and speed of service providers resolve problems and provide responsive service (Zeithaml et al., 2014). The service that people always want is when their needs can be responded to by service providers well and smoothly. For this reason, it is very important that if an agency wants to improve the quality of services to the public, it must always be responsive to all problems by the main duties of the existing authority. Responding to various existing issues and problems, the Director of PDAM Tirta Sejuk in responding to various problems stated:
"When it comes to problems, we respond when there are problems such as landslides, and broken pipes, we are very responsive because it concerns the interests of the community. So, for example, if a pipe breaks, we immediately handle it as quickly as possible.
Before there are complaints from the public, of course, we will immediately resolve this first.
"Even if there are complaints, we will convey that there are problems in the upstream part of this PDAM."
Based on the results of interviews conducted with Mr. Rabudin, he said that:
"The response given by PDAM Tirta Sejuk officers now is quite good compared to before.
If there is a problem regarding water, officers are alert and go straight to the location. Usually, the officers we call respond immediately and come to the house straight away, we can see our neighbors coming three times just to deal with the problem of water not coming. I think for now the service provided is quite good.
However, the current drawback is that the water we often get is still cloudy and not clear, hopefully in the future, there will be changes because this also concerns our health.
This was also conveyed by Mr. Iskandar, who provided information regarding the response made, namely:
"Depending on the problems encountered by consumers, overall PDAM Tirta Sejuk employees are very responsive to complaints and problems reported by customers. The response given to customers is by the complaints submitted by customers."
The service that a customer always wants is a fast response. Having a good response will be an indicator that someone evaluates a service, so this is an important category to implement in an agency. The public can directly assess government performance based on the services they receive (R. C. Kurniawan, 2016).
Of course, increasing the response given will lead to customer satisfaction. This shows that product and service quality, customer satisfaction, and company profitability are closely related, because higher satisfaction results in higher levels of customer satisfaction, which helps to increase prices and reduce expenses (Kotler, P., 2012). The resulting satisfaction also has a positive impact on an agency that provides services to customers.
Service approaches based on Good Governance like this will give rise to bureaucratic services that are more reliable and responsive to complaints from every customer.
The services so far provided by PDAM Tirta Sejuk show a good response in providing services. This service is based on practice in the field where respondents provide quite satisfactory responses, where complaints and problems are immediately responded to well by the officers. To create quality public services, of course, it cannot be formed naturally, but there must be efforts to improve it (Mustamin et al., 2023). This service would not be possible if the role and influence of leadership were not responsive in dealing with problems and complaints from the community. Leadership decisions to improve service quality continue to be made by moving quickly before complaints arise so that this becomes one of the main priorities in responding to responses from the community. Accelerating services makes the agency better to show that the service wants to achieve good governance
4. Reliability
Reliability is the ability to fulfill promises (on time, consistency, speed in service) which is an important thing in service (Zeithaml et al.,
2014). In increasing the acceleration of services carried out by PDAM Tirta Sejuk is to provide service achievements according to common goals. Therefore, its implementation must be able to provide a contribution that can be accepted by the public. Acceleration of service shows that the performance of an agency is very responsive and reliable in providing services. Thus, the Director of PDAM Tirta Sejuk said that reliability must be implemented as stated in the following interview:
"If we talk about fast, this is relative to the reporter, sometimes they feel fast, sometimes they feel slow depending on the customer's needs. For example, if their needs on that day are urgent, they will automatically be quicker and if they don't feel urgent, they will feel delayed a little because the officers are late, they will understand. It's not just one report that appears every day, so we have to handle a lot of reports. This may be a limitation of the people who handle it, it is impossible for us to immediately prepare it if there is a report like that because the number of employees is determined. Then, for example, our service is through the Call Center, there are reports either from PDAM itself or you can contact me or its employees. Specifically, we have a Call Center ready, but in general, anyone at PDAM can be reported. So, if there is a report, for example, someone from the public complains to me, I will immediately order it to be implemented. The service to contact one of the employees personally is also included in our service.
Maybe the Call Center has other duties so what are you doing? Of course, I end up on the phone, the other division heads will also move."
Based on the results of interviews conducted with Mr. Rabudin, he said that:
"Now I think the service is quite good because the service no longer requires going to the office, you just need to contact them.
Officers also serve the community's needs well, although we have to inform them first. The officers are quite skilled in dealing with existing problems, we often see this in the field.
However, I don't know whether there is any information regarding social media currently being used by PDAM Tirta Sejuk. Because I never knew." "However, monthly contribution payments can now be made through Bank Syariah Indonesia (BSI)."
This is also supported by the presentation made with Mr. Iskandar, namely:
"The services provided by PDAM Tirta Sejuk to customers are very diverse and relatively dependent on the complainant's complaint. For example, if there is a public report about a blocked pipe, PDAM Tirta Sejuk will immediately repair or dismantle it and identify the source of the problem. To speed up their services they provide Call Center services and social media such as Instagram and Facebook. However, social media is not very updated except for the call center."
Performance must meet customer expectations, which is demonstrated by punctuality, equal service to all customers, friendliness, and high accuracy. Reliability is the consistency of appearance and reliability of service namely the company's ability to provide the promised services promptly, accurately and satisfactorily (Sulistyawati, 2015). Customer satisfaction is shown based on the results of the service process received from the service. The higher the public's perception of the services obtained, the higher the value will be.
Accelerating service by focusing on employee performance according to their duties will benefit both parties. Thus, PDAM Tirta Sejuk shows reliability in providing services, showing the acceleration of service by directly contacting the Call Center or its officers who are ready to receive reports by existing procedures.
This is done to explain to the public that the services provided are for the common good.
Apart from that, deficiencies in the quality of clean water cannot be guaranteed to always be in good condition. In practice, weather conditions have a big influence on the quality of the current water. The absence of water storage tanks means that water quality cannot be managed and processed properly because it still relies on natural water coming out of the mountains. Of course, this is based on the results of interviews conducted with the Director of PDAM Tirta Sejuk in Blangkejeren.
Improving infrastructure will be a priority in the future to improve water quality and provide customer satisfaction. Although there is still a need for infrastructure to support the smooth and easy service of clean water needs, the service so far has also received great appreciation from the public.
5. Assurance
Assurance refers to the skills and competencies used in delivering services to the customers (Zeithaml et al., 2014). Service
certainty for consumers is one of the main factors in efforts to improve communication relationships, trust, and accountability.
Customer satisfaction will have a big influence on the values they get from service users. In this case, the Director of PDAM Tirta Sejuk stated that:
"We will fulfill the service guarantee provided, such as customer complaints, according to what we convey, if a problem occurs, this is a guarantee that we provide as soon as possible during our time from morning to 9 pm. Sometimes the Call Center handles public reports regarding water distribution being disrupted, sometimes up to 10 pm.
Because the public report occurred at that hour, we still serve it. The guarantee that we provide is like that, water will continue to flow to the community regarding customer needs if the officer guarantees it is by their main duties.
Other guarantees that we maintain are the continuity, quantity, and quality that have been built so far by the infrastructure. There are indeed some areas where it's not 24 hours, right, there are some that are scheduled or hourly. The longest schedule is 12 hours, sometimes 24 hours, but there are from morning to afternoon, like 6 hours, and there are also from afternoon to evening and they already understand. Usually, the 12 hours are from sunset to morning. If someone asks whether others can do it 24 hours, the answer is yes, as long as the consumer uses water regularly. So in the future, we will use water meters, of course, to control water use.
Sometimes people are still reluctant to use it, but in the future, we will do that. Of course, people will demand to implement it like opening and closing so that there is no cost overrun at the end of the month."
Mr Rabudin also said the same thing when interviewed, saying that:
"There is certainty that the services provided by PDAM Tirta Sejuk are by the provisions provided because the application for installation of clean water needs for the community in Blangkejeren will continue to be provided as long as PDAM Tirta Sejuk still works in the working area. In my opinion, the important thing is to continue to coordinate with this party. So, it makes it easier for officers to carry out their duties and it is recorded clearly."
Based on the results of the interview above, it is also supported by the statement made by Mr. Iskandar, namely:
"The guaranteed service provided to customers is by customer needs in the form of clean water every day. "Then, PDAM Tirta Sejuk assisted with the installation and tools from the first time for installation for new customers."
Guarantee is an effort to protect society for its citizens against risks that, if they occur, could result in disruption of the normal structure of life (Erlianti et al., 2019). Providing clear guarantees will show the public's trust in service providers. This has a positive impact on the performance of a well-governed government. Customer satisfaction is obtained from their needs being resolved properly and correctly and not being burdensome in every service process for their needs. Many services claim that the agency provides good and quality services, but their implementation is still far from expectations. This is not shown by PDAM Tirta Sejuk, because every service provided to customers shows that the service is provided to answer the needs of the community. Actions are taken to increase a high sense of responsibility.
So, The quality of guarantees obtained by the community is by their interests. Every process carried out to guarantee community needs is based on the capabilities of officers in the field.
The limitations of officers do not indicate that their performance is weak and limited, but rather indicate satisfactory results for customers.
CONCLUSION
In conclusion, the evaluation of PDAM Tirta Sejuk's services in addressing the clean water needs of Blangkejeren reveals several key findings. First and foremost, the tangible aspects of the service, including infrastructure and facilities, were generally considered adequate. Despite acknowledging the need for improvements, especially in constructing filter tank buildings, the community appreciated the ongoing efforts to enhance the physical facilities. Moreover, the empathy displayed in the communication between PDAM Tirta Sejuk and the community has played a pivotal role in building customer satisfaction. The responsiveness of the service provider to complaints and the friendly demeanor of service officers were highlighted as positive aspects by the respondents. The reliability of
PDAM Tirta Sejuk in fulfilling promises, particularly in responding to complaints and conducting repairs, emerged as a crucial focus.
Despite challenges such as a limited workforce, the company is actively working towards enhancing the reliability of its services.
Furthermore, assurance provided by PDAM Tirta Sejuk, encompassing guarantees on the continuity, quantity, and quality of water, has been a cornerstone of customer trust. The commitment to continue providing clean water installations and future plans to implement water meters underscores the dedication to service reliability.
Looking ahead, it is recommended that PDAM Tirta Sejuk sustains its efforts in improving infrastructure, amplifying responsiveness to complaints, and upholding effective communication channels with customers. Additionally, continuous monitoring and enhancement of service reliability and assurances will contribute to the overall success and satisfaction of the community. The positive aspects identified in this evaluation serve as a solid foundation for PDAM Tirta Sejuk to further elevate its service quality and community welfare.
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