Kualitas Pelayanan Air Bersih Di Perusahaan Daerah Air Minum (PDAM) Kota Gorontalo
DOI:
https://doi.org/10.31004/joecy.v5i2.3152Keywords:
Kualitas Pelayan, Layanan Air Bersih, PDAM GorontaloAbstract
Penelitian ini bertujuan untuk menganalisis kualitas pelayanan air bersih di perusahaan daerah air minum (PDAM) Kota Gorontalo. Fokus utama penelitian ini adalah pada tiga aspek: responsivitas pegawai, keandalan (reliability), dan Sistem Pelayan. Penelitian ini menggunakan jenis deskriptif pendekatan kualitatif. Pengumpulan data dilakukan melalui observasi dan wawancara menggunakan pedoman wawancara yang di ajukan kepada sejumlah informan.
Hasil penelitian menunjukkan bahwa responsivitas pegawai di lapangan cukup baik, terutama dalam menangani laporan terkait pipa bocor, gangguan aliran, dan keluhan kualitas air. Namun, sistem komunikasi pelanggan belum terstruktur sehingga informasi status keluhan sering tidak memadai. Dari aspek keandalan, PDAM belum konsisten menyediakan pasokan air bersih yang stabil; gangguan distribusi, tekanan rendah, dan perubahan kualitas air masih terjadi tanpa pemberitahuan. Dari aspek sistem pelayanan, prosedur pendaftaran, mutasi data, dan pengaduan masih manual, belum berbasis digital, sehingga efisiensi pelayanan rendah.
Penelitian ini merekomendasikan perlunya PDAM kota Gorontalo meningkatkan kualitas pelayanan publik khususnya kepada pelanggan dalam upaya menciptakan pelayanan air bersih yang responsif, andal, dan modern sehingga akan berdampak langsung pada kesejahteraan masyarakat.
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