ABSTRAK
Pelayanan air bersih merupakan komponen pelayanan publik yang sangat penting. Air merupakan kebutuhan dasar yang tidak dapat dilepaskan dari kehidupan manusia. Penyediaan air bersih menjadi perhatian khusus setiap Negara di dunia tidak terkecuali di Indonesia. Sebagaimana tercantum dalam pasal 33 ayat 3 yang berbunyi “Bumi, air, dan kekayaan alam yang terkandung di dalamnya harus dapat dipergunakan untuk menjamin kemakmuran dan kesejahteraan seluruh rakyat”. Hal ini menjadikan kualitas layanan perusahaan penyedia dan pengelola air bersih sangat dibutuhkan oleh masyarakat. Kegiatan pelayanan keluhan pelanggan di PDAM Tirta Lawu Karanganyar tidak memiliki SOP terkait pelayanan keluhan pelanggan.
Untuk menjelaskan pengertian pelayanan yaitu menurut Ratminto dan Atik (2005), H.A.S Moenir (1995), PP Menpan (2003), pengertian keluhan menurut Lupiyoadi (2013), pengertian pelanggan menurut Zulian Yamit (2001)
Pengamatan ini bertujuan untuk mengetahui dan mendiskripsikan lebih jelas tentang Pelayanan Keluhan Pelanggan di PDAM Tirta Lawu Karanganyar. Metode pengamatan yang digunakan bersifat diskriptif kualitatif. Sedangkan sumber data yang digunakan adalah dokumen dan pengamatan langsung di lokasi.
Berdasarkan hasil pengamatan dapat disimpulkan bahwa pelayanan keluhan pelanggan di PDAM Tirta Lawu Karanganyar belum memiliki SOP (Standar Operasional Prosedur) terkait pelayanan keluhan, akan tetapi berdasarkan pengamatan penulis pelanggan dapat menyampaikan keluhan dengan datang langsung maupun melalui via komunikasi. Pelayanan keluhan di PDAM tidak sesuai dengan praktek bisnis yang baik,hal ini karena belum ada SOP sehingga tidak bisa menilai baik buruknya pelayanan. Untuk itu pelayanan keluhan di PDAM seharusnya segera membuat SOP pelayanan keluhan pelanggan agar kualitas pelayanan dapat terpantau baik.
ABSTRACT
Clean water service is a very important component of public service. Water is one of basic needs inseparable from human life. Clean water provision becomes special attention of every state, including Indonesia. As included in article 33 clause 3 reading “Earth, water, and natural resource contained within them should be able to be used to ensure all people’s prosperity and welfare”. It makes the service quality of clean water providing and managing company is desirable to the society. The activity of customer grievance service in PDAM Tirta Lawu Karanganyar did not SOP regarding the customer grievance service.
The definition of service used in this research was that suggested by Ratminto and Atik (2005), H.A.S Moenir (1995), and PP Menpan (2003), the definition of grievance used was that suggested by Lupiyoadi (2013), and the definition of customer used was that suggested by Zulian Yamit (2001).
This observation aimed to find out and to describe more clearly the customer grievance service in PDAM Tirta Lawu Karanganyar. The observation method employed was descriptive qualitative one. Meanwhile, the data source employed was document and direct observation on the location.
Considering the result of observation, it could be concluded that the customer grievance service in PDAM Tirta Lawu Karanganyar had not had SOP (Standard Operating Procedure) yet related to grievance service. However, from the observation, it could be found that customers could convey their complaint (grievance) by coming directly or via communication. The grievance service in PDAM was not consistent with good business practice; it was because there was no SOP by which the quality of service could be assessed. For that reason, the PDAM should developed SOP of customer grievance service to monitor the service quality well.