Customer Complaint Handling Services at the Regional Public Company for Drinking Water (PERUMDA) Tirta Giri Nata Cirebon City

Breenda Marbella, Widhi Widya, Sri Wulandari, Yanto Heryanto
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Abstract

This research is based on the need for clean water, a vital human need. PERUMDA Tirta Giri Nata Cirebon City is a BUMD responsible for providing clean water in Cirebon City. It has a complaint service to handle various customer problems. This study aims to discover the Customer Complaint Handling Service at the Tirta Giri Nata Regional Public Company (PERUMDA) Tirta Giri Nata, Cirebon City. The research method is qualitative descriptive, using data collection techniques through interviews, observations, and documentation. Public services are a benchmark for the performance of government agencies, and PERUMDA, as one of the BUMDs, is required to provide optimal water services to the community. Along with the times, the public bureaucracy must be more responsive and continue improving its services' quality. This study measures punctuality, service accuracy, politeness, and friendliness of employees, ease of getting services, comfort, service support facilities, and obstacles and efforts. There are still several aspects that need to be improved by PERUMDA Tirta Giri Nata Cirebon City, such as clarity of information regarding the certainty of complaint settlement time, disclosure of information regarding the certainty of complaint settlement time, and more friendly facilities for people with disabilities.
井里汶市 Tirta Giri Nata 地区公共饮用水公司 (PERUMDA) 的客户投诉处理服务
这项研究基于人类对清洁水的重要需求。井里汶市 PERUMDA Tirta Giri Nata 是一家负责为井里汶市提供洁净水的 BUMD。该公司设有投诉服务部门,负责处理客户的各种问题。本研究旨在了解井里汶市 Tirta Giri Nata 地区公共公司(PERUMDA)的客户投诉处理服务。研究方法为定性描述法,通过访谈、观察和文献资料等方法收集数据。公共服务是政府机构绩效的基准,而 PERUMDA 作为 BUMD 之一,必须为社区提供最佳的供水服务。随着时代的发展,公共机构必须更加积极响应,不断提高服务质量。本研究对员工的准时性、服务准确性、礼貌性和友好性、获得服务的便利性、舒适性、服务支持设施以及障碍和努力程度进行了测量。PERUMDA Tirta Giri Nata Cirebon 市仍有几个方面需要改进,如有关投诉解决时间确定性的信息清晰度、有关投诉解决时间确定性的信息公开、为残疾人提供更友好的设施等。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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