PENGARUH PENGAWASAN DIREKTUR PDAM TERHADAP KUALITAS PELAYANAN DI PERSAHAAN DAERAH AIR MINUM TIRTA BUMI WIBAWA KOTA SUKABUMI

Gunawan, Indra (2020) PENGARUH PENGAWASAN DIREKTUR PDAM TERHADAP KUALITAS PELAYANAN DI PERSAHAAN DAERAH AIR MINUM TIRTA BUMI WIBAWA KOTA SUKABUMI. Skripsi thesis, Universitas Muhammadiyah Sukabumi.

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Abstract

The research was entitled “The Influence of Control of Regional Water Supply Company (PDAM) towards Service Quality at PDAM Tirta Bumi Wibawa of Sukabumi City.” The research was triggered by the interest in the problem identified at the company which was in terms of the less optimal service quality. The Grand Theory applied for variable (x) was theory of control in Siagian (2014:115) consisting in the dimensions of direct control and indirect control. Meanwhile , for variable (y), service quality theory from Gasperz (2012:2) was applied, consisting in time accuracy in service, service accuracy, equipment, ease in obtaining service, service model variation. The research method applied was survey method with associative quantitative approach. The researcher used incidental sample technique with 86 population members. The results of the research show strong relation ratio between control variable towards service quality variable with correlation coefficient amounted to (rxy=0.96 and the determination coefficient ratio amounted to 9KD=92.16%; thus, the regression analysis is formulated to Y’=25.24+1.15x. The conclusions of the research convey that: 1) Control In Regional Water Supply Company (PDAM) Tirta Bumi Wibawa of Sukabumi City has been impelemented well: the highest score obtained is direct control with indicator in terms of direct communication; meanwhile, the lowest score obtained is direct control; 2) Service quality has been impelemented well, having highest dimension in terms of private service and the lowest score in terms of service accuracy; 3) there is influence from control towards service quality at Regional Water Company (PDAM) Tirta Bumi Wibawa of Sukabumi City

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Control, Service Quality
Subjects: H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions: Fakultas Ilmu Administrasi dan Humaniora > Administrasi Publik
Depositing User: Perpus ID UMMI
Date Deposited: 05 Jan 2021 04:26
Last Modified: 05 Jan 2021 04:26
URI: http://eprints.ummi.ac.id/id/eprint/1525

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