UPAYA PENINGKATAN KUALITAS PELAYANAN KEPADA PELANGGAN PADA PDAM KOTA BAUBAU

Abstract

This study aims at finding out the efforts to improve the quality of service to customers in the PDAM Baubau. This research uses descriptive qualitative data. The population of this study amounted to 122 and customers. Data collection techniques use observation, interview, and documentation. The analysis used in this study is descriptive qualitative. Based on the results of the study it can be concluded that the available facilities and infrastructure are still inadequate. An example is the lack of parking area for guests and customers who want to make transactions, so they sometimes park across the street. Likewise at the payment counter is also small so that customers sometimes queue by standing outside so, this can make customers less comfortable. Even though the service provided by the PDAM Baubau is felt by the customers right now is good. But there are still employees who do not wholeheartedly serve their customers. The response of PDAM Baubau responded to the customers' complaints not optimally. And the lack of communication between employees of PDAM Baubau and customers resolve their complaints about water.