Public Satisfaction on Water Utility Services in an Urban Community

Hamsinah Djaing, Sangkala Sangkala, Muhammad Rusdi, Andi Ahmad Yani

Abstract


Water utility service is a fundamental service in urban society. Urban citizens expect a high quality of service that made the service provider company should be responsible to provide it. This study aims to examine service quality of water utilizes services which are delivered by the Regional Water Supply Company (RWSC) in the City of Makassar, Indonesia. The method used in this research is the quantitative method through a customer satisfaction survey. The research conducted in the Regional Water Supply Company (RWSC) of Makassar, precisely in four regions. The study employs a stratified sampling method based on regions and the number of the population is 163,549 customers. This study applies 95 percent and margin error is 5 percent which means the number of samples is interviewed not lower than 384 respondents. The data was collected through face to face interviews with questionnaires. The data obtained from the field is processed using a technical analysis of descriptive statistical data. The result shows that the customers of water utility services have moderate satisfaction where technical services are far better than non-technical services.


Keywords


public satisfaction, water utility, public management, satisfaction measurement.

Full Text:

1-19 PDF

References


Alonso, José M.; Clifton, Judith; Díaz-Fuentes, Daniel (2015) The impact of New Public Management on efficiency: An analysis of Madrid's hospitals, Health Policy, Vol. 119 (3),pp. 333-340

Alonso, José M. and Andrews, Rhys (2015) How Privatization Affects Public Service Quality: An Empirical Analysis of Prisons in England and Wales, 1998–2012, International Public Management Journal, Vol. 19 (2), pp.235-263

Apriyana, Prima (2010) Evaluasi Kinerja Pelayanan Air Bersih Komunal di Wilayah Pengembangan Ujung Berung Kota Bandung, Journal of Regional and City Planning Vol 21 (2), pp; 95-110

Astuti, Novitri (2014) Penyediaan Air Bersih Oleh Perusahaan Daerah Air Minum (PDAM) Kota Sangatta Kabupaten Kutai Timur, e-Journal Administrasi Negara, Vol. 3(2), pp. 678-689

Awaluddin, Ishak and Setiawan, Margono (2012) Pengaruh Kualitas Pelayanan terhadap Kepuasan, Nilai, Kepercayaan dan Loyalitas Pelanggan Rumah Tangga (Perusahaan Daerah Air Minum Kota Kendari), Jurnal Aplikasi Manajemen, Vol. 10(4), pp. 733-740

Blackwell, R. D., Miniard, P. W., and E., James (2006) Consumer Behaviour, Mason: Thomson Business and Economics

Dwiyanto, A. (Eds.) (2002) Reformasi Birokrasi Publik di Indonesia, Yogyakarta: Pusat Studi Kependudukan dan Kebijakan UGM

Hood, Christopher (1991) A Public Management for All Seasons ?, Public Administration Vol. 69, pp. 3-19

Hood, Christopher (1995) Contemporary Public Management: A New Global Paradigm, Public Policy and Administration Vol. 10 (2), pp. 104-117.

Ibrahim, A. (2008) Theories and Concepts of Public Services and Implications. Bandung: Mandar Maju

Irawan, H. (2004) 10 Principles of Customer Satisfaction. Jakarta: PT Alex Media Komputindo

Kotler, P. and Keller, K. (2006) Marketing Management. Upper Saddle River: Prentice-Hall

McIntosh, Arthur C. (2014) Urban Water Supply and Sanitation in Southeast Asia A Guide to Good Practice, Manila: Asian Development Bank

Natalia, Benita Merry (2014) Implementasi Program Zona Air Minum Prima untuk Memenuhi Kebutuhan Air Minum Masyarakat (Studi Pada PDAM Kota Malang), Jurnal Administrasi Publik Vol 2 (1), pp. 11-15

Oliver, R.L. (1996) Satisfaction: A Behavioural Perspective on the Consumer. Boston: McGraw-Hill

Pérez-López, Gemma; Prio, Diego; Zafra-Gómez, José L. (2015) Rethinking New Public Management Delivery Forms and Efficiency: Long-Term Effects in Spanish Local Government, Journal of Public Administration Research and Theory, Vol. 25 (4)pp. 1157–1183

Priyanto, A. (2006) Measuring the Quality of Public Services. Makassar: In-Trans

Ratminto and Septi, A. (2015) Service Management. Yogyakarta: Pustaka Pelajar

Rizani, Muhammad D. (2010) Rendahnya Tingkat Pelayanan Air Bersih Bagi Masyarakat (Baca : Masyarakat Miskin) Kota Semarang. Tatal Jurnal Teknik, Vol. 5(2), pp. 88-100

Saputro, N. (2000) Measurement of Service Quality of Regional Water Companies: Case Study of PDAM Kabupaten Bandung Cimahi Branch. Central Library of Gunadarma University

Suryani, Elis (2017) Kualitas Pelayanan Air Bersih di Perusahaan Daerah Air Minum (PDAM) Kota Tarakan. Thesis Master, Universitas Terbuka.

Tjiptono, F. (2011) Service Management. Yogyakarta: Andy

Tse, D.K. and Wilton, P.C. (1988) Models of Consumer Satisfaction Formation: An Extension. Journal of Marketing Research, 25, 204-212

Widodo, J. (2001) Good Governance; Telaah dari Dimensi Akuntabilitas dan Kontrol Birokrasi pada Era Desentralisasi dan Otonomi Daerah, Surabaya: Insan Cendekia.

Yuliani, Yani and Rahdriawan, Mardwi (2014) Kinerja Pelayanan Air Bersih Berbasis Masyarakat di Tugureho, Kota Semarang, Jurnal Pembangunan Wilayah dan Kota, Vol. 10 (3), PP 248-264




DOI: http://dx.doi.org/10.31506/jog.v5i1.7722

Refbacks

  • There are currently no refbacks.


Recent Issues

⟨Upcoming Issues⟩


Recent Issues

  Volume 5, Issue 1: (2020)

  Volume 4, Issue 2: (2019)

  Volume 4, Issue 1: (2019)

   Volume 3, Issue 2: (2018)

   Volume 3, Issue 1: (2018)

   
 
 
Creative Commons License

Journal of Governance is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
  
Copyright © 2019 Journal of Governance. All rights reserved.