Analisis Kualitas Pelayanan Publik: Studi Kasus Pada PDAM Kecamatan Magelang Utara, Kota Magelang

Abstract

This research analyzes the service quality of the Magelang City Regional Drinking Water Company (PDAM), with a focus on North Magelang District. Clean water is a very important basic need for society, and PDAM has a crucial role in providing it. The aim of this research is to determine the extent to which PDAM meets community expectations and to identify factors that influence the quality of services provided. The method used is quantitative descriptive, with a questionnaire approach involving 100 respondents who are PDAM service users. The research results show that although there are positive aspects, such as modern technology and the neat appearance of employees, there are still significant complaints regarding the consistency of air supply, air quality that does not meet standards, and slow response to problems faced by customers. This research provides recommendations for improvements in increasing customer satisfaction through transparent services, improving air quality, and PDAM operational efficiency. It is hoped that these findings can help PDAMs develop better strategies to improve service quality and meet community expectations, as well as support more sustainable regional development