Indonesian Journal of Public Policy Review
Vol 14 (2021): April
Environmental Policy

Service Quality for Regional Drinking Water Company (PDAM) Sidoarjo Regency
Kualitas Pelayanan Perusahaan Daerah Air Minum (PDAM) Kabupaten Sidoarjo


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  • Cici Mei Nur Rostania,
  • Lailul Mursyidah
Cici Mei Nur Rostania
Universitas Muhammadiyah Sidoarjo, Indonesia
Lailul Mursyidah
Universitas Muhammadiyah Sidoarjo, Indonesia
Picture in here are illustration from public domain image or provided by the author, as part of their works
DOI: https://doi.org/10.21070/ijppr.v14i0.1132
Published April 30, 2021
Keywords
  • Service,
  • Performance
How to Cite
Rostania, C. M. N., & Mursyidah, L. (2021). Service Quality for Regional Drinking Water Company (PDAM) Sidoarjo Regency. Indonesian Journal of Public Policy Review, 14, 10.21070/ijppr.v14i0.1132. https://doi.org/10.21070/ijppr.v14i0.1132

Copyright (c) 2021 Cici Mei Nur Rostania, Lailul Mursyidah

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Abstract

Stipulated in the 1945 Constitution, the implementation of public services in Indonesia is an effort to fulfill the basic needs and rights of every citizen. In fact, efforts to provide public services have not run optimally, especially in agencies that provide public services. One of them is the provision of clean water services at the Waru II Branch of Drinking Water Company, Sidoarjo Regency. The purpose of the study was to measure the quality of service at the Regional Drinking Water Company (PDAM) "Delta Tirta" Waru II Branch, Sidoarjo Regency. This research uses descriptive quantitative method. The results of this study indicate that the quality of service affects the performance assessment of the Regional Drinking Water Company (PDAM) "Delta Tirta" Waru II Branch Sidoarjo Regency shows that the quality of the service of PDAM Waru II Branch Sidoarjo Regency reaches (4.01). Based on the results of calculations using the servqual method on 5 indicators of public service quality assessment: 1. Tangible has an average score of performance (3.78), 2. Reliability has an average score of performance (4.29), 3. Responsiveness has an average score performance average (3.69), 4. Assurance has an average performance score (4.26), and Empathy has an average performance score (4.22).

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