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RESPONSIVITAS PELAYANAN PUBLIK DALAM MENANGANI KELUHAN PELANGGAN DI PERUSAHAAN DAERAH AIR MINUM TIRTA MUSI UNIT RAMBUTAN KOTA PALEMBANG

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Responsiveness of public service is the agency’s evidence to understand the needs of customers based on the expectations, demands, and aspirations of the community. As one of the government agencies, the Regional Drinking Water Company (Perumda Tirta Musi) Rambutan Unit of Palembang City is required to be responsive to the needs of the community which are manifested through complaints submitted by customers. This study aims to determine the responsiveness of public services in handling customer complaints at Perumda Tirta Musi Rambutan Unit, Palembang City. The research method applied in this study was qualitative, with a descriptive approach. The research subjects in this study were taken using the snowball sampling technique. Data collection techniques used were interviews, observation, and documentation. The results of this study indicated several shortcomings in the responsiveness of public services provided, such as communication and attitudes shown by officers in various conditions were less communicative and not friendly. The alertness of officers in providing services was lacking. There were often misunderstandings related to how officers conveyed information to customers, and the absence of service standards to provide certainty of service time. The conclusion obtained in this study was that the responsiveness of public services at Perumda Tirta Musi Rambutan Unit, Palembang City was said to be quite good although there were still several shortcomings.

Availability
Inventory Code Barcode Call Number Location Status
2507006446T185885T1858852025Central Library (Reference)Available but not for loan - Not for Loan
Detail Information
Series Title
-
Call Number
T1858852025
Publisher
Indralaya : Prodi Ilmu Administrasi Publik, Fakultas Ilmu Sosial dan Politik Universitas Sriwijaya.,
Collation
xvii, 196 hlm.; ilus.; tab.; 29 cm.
Language
Indonesia
ISBN/ISSN
-
Classification
306.240 7
Content Type
Text
Media Type
unmediated
Carrier Type
other (computer)
Edition
-
Subject(s)
Manajemen Administrasi publik
Prodi Ilmu Administrasi Publik
Specific Detail Info
-
Statement of Responsibility
Other version/related
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