Electronic Theses and Dissertation

Penelitian ini dilatarbelakangi oleh masih rendahnya kualitas pelayanan air bersih oleh PDAM Tirta Fulawan Kabupaten Simeulue yang berdampak langsung pada pemenuhan kebutuhan dasar masyarakat. Permasalahan seperti gangguan distribusi air, kerusakan sarana dan prasarana, kebocoran jaringan pipa, keterbatasan pendanaan, serta tingginya tingkat kehilangan air (non-revenue water) menunjukkan bahwa pelayanan belum berjalan secara optimal, bahkan dalam kondisi tertentu menimbulkan krisis air bersih. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan air bersih serta mengidentifikasi faktor-faktor penghambatnya. Penelitian ini menggunakan teori kualitas pelayanan menurut Ismail Nurdin yang meliputi enam dimensi, yaitu sarana pelayanan, keandalan, daya tanggap, jaminan, harga, dan empati. Metode yang digunakan adalah kualitatif dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi, dengan informan terdiri dari pihak manajemen, pegawai, pelanggan, dan pihak terkait lainnya. Hasil penelitian menunjukkan bahwa kualitas pelayanan air bersih PDAM Tirta Fulawan secara umum berada pada kategori cukup baik, namun belum sepenuhnya optimal. Pada dimensi sarana pelayanan, masih terdapat keterbatasan infrastruktur yang belum memadai dan belum merata. Pada dimensi keandalan, pelayanan belum konsisten yang ditandai dengan gangguan distribusi serta kualitas air yang tidak stabil. Daya tanggap terhadap keluhan pelanggan masih rendah, sementara pada dimensi jaminan, kepercayaan masyarakat belum sepenuhnya terbentuk akibat keterbatasan sumber daya manusia dan kurangnya kejelasan informasi pelayanan. Dari sisi harga, tarif relatif terjangkau namun belum sebanding dengan kualitas layanan yang diterima. Pada dimensi empati, pelayanan sudah cukup baik, namun masih perlu peningkatan dalam hal kepedulian, kecepatan respons, dan pemerataan pelayanan. Selain itu, faktor penghambat pelayanan bersifat multidimensional, meliputi keterbatasan infrastruktur, kondisi sarana yang sudah tua, keterbatasan kapasitas produksi, serta keterbatasan sumber daya manusia, peralatan, dan anggaran. Faktor eksternal seperti kondisi alam dan ketersediaan sumber air baku juga memengaruhi kontinuitas pelayanan. Oleh karena itu, diperlukan upaya perbaikan yang menyeluruh dan berkelanjutan guna meningkatkan kualitas pelayanan air bersih.
Kata Kunci: Kualitas Pelayanan, Air Bersih, PDAM, Kabupaten Simeulue.

This research is motivated by the low quality of clean water services provided by PDAM Tirta Fulawan in Simeulue Regency, which directly impacts the fulfillment of basic community needs. Problems such as water distribution disruptions, damaged facilities and infrastructure, leaking pipelines, limited funding, and high levels of water loss (non-revenue water) indicates that the service has not been running optimally, even under certain conditions causing a clean water crisis. This study aims to analyze the quality of clean water services and identify inhibiting factors. This study uses the theory of service quality according to Ismail Nurdin which includes six dimensions, namely service facilities, reliability, responsiveness, assurance, price, and empathy. The method used is qualitative with data collection techniques through observation, interviews, and documentation, with informants consisting of management, employees, customers, and other related parties. The results of the study indicate that the quality of clean water services at PDAM Tirta Fulawan is generally in the fairly good category, but not yet fully optimal. In the service facility dimension, there are still limitations in infrastructure that is inadequate and uneven. In the reliability dimension, services are not consistent, characterized by distribution disruptions and unstable water quality. Responsiveness to customer complaints is still low, while in the assurance dimension, public trust has not been fully established due to limited human resources and a lack of clarity in service information. In terms of price, rates are relatively affordable but not commensurate with the quality of service received. In the empathy dimension, services are quite good, but still need improvement in terms of concern, speed of response, and equity of service. Furthermore, factors hindering service delivery are multidimensional, including limited infrastructure, aging facilities, limited production capacity, and limited human resources, equipment, and budget. External factors such as natural conditions and the availability of raw water sources also impact service continuity. Therefore, comprehensive and sustainable improvement efforts are needed to enhance the quality of clean water services. Keywords: Service Quality, Clean Water, PDAM, Simeulue Regency.