Electronic Theses and Dissertation

Abstrak siti arina. (2025). persepsi masyarakat terhadap pelayanan air pdam tirta daroy kota banda aceh. [skripsi. universitas syiah kuala]. dibawah bimbingan bapak dr. amiruddin, s.pd., m.pd dan bapak alfi syahril fuadi jaya, s.pd., m.si studi ini mengkaji tentang persepsi masyarakat terhadap pelayanan air pdam tirta daroy kota banda aceh. tujuan dari penelitian ini untuk mengetahui persepsi masyarakat terhadap pelayanan air pdam tirta daroy kota banda aceh. pendekatan pada penelitian ini adalah kualitatif dan jenis penelitian deskriptif. subjek pada penelitian ini yaitu masyarakat gampong lamgugop dan rukoh kecamatan syiah kuala kota banda aceh berjumlah 10 orang. teknik pengumpulan data menggunakan observasi, wawancara dan dokumentasi. analisis data terdiri dari reduksi data, penyajian data dan kesimpulan. hasil penelitian menunjukkan bahwa pelayanan pdam tirta daroy dari segi wujud (tangibles) tergolong cukup baik, meskipun air yang disalurkan terkadang tidak selalu lancar, keruh dan berbau. kualitas air dinilai bersih dan layak untuk dikonsumsi. masyarakat menilai bahwa tarif yang dikenakan sudah sesuai dengan jumlah pengeluaran air. pelayanan dari segi empati (empathy) tergolong cukup baik, petugas memperhatikan kebutuhan dan menanggapi keluhan, meskipun terkadang dalam menanggapi pengaduan cukup lambat. respons petugas menanggapi keluhan tersebut ada yang sopan, ramah dan sebaliknya. pelayanan dari segi daya tanggap (responsiveness) tergolong cukup baik, meskipun terkadang pdam tirta daroy lambat jika dihubungi dalam merespons permasalahan yang disampaikan oleh masyarakat. serta informasi yang disampaikan tidak selalu diterima oleh masyarakat terkait pemadaman air. pelayanan dari segi keandalan (reliability) tergolong cukup baik, keandalan yang diberikan umumnya sesuai dengan harapan masyarakat, meskipun tidak dapat diandalkan sepenuhnya. hal ini karena terkadang air yang dibutuhkan tidak mengalir saat sedang dibutuhkan. masyarakat merasa aman dan nyaman dalam menggunakan air pdam tirta daroy selama tidak terjadi gangguan seperti air keruh dan berbau. pelayanan dari segi jaminan (assurance) tergolong cukup baik, pelayanan mengalami peningkatan dan pembaharuan dari tahun-tahun sebelumnya, walaupun masih belum terlaksana dengan baik. masyarakat merasa percaya dalam menggunakan air pdam tirta daroy, namun masih diperlukan perbaikan terutama dalam penyampaian informasi dan penanganan keluhan dari masyarakat. kata kunci: persepsi, masyarakat, pelayanan, air, pdam tirta daroy.

ABSTRACT Siti Arina. (2025). Public Perception of Water Services of PDAM Tirta Daroy in Banda Aceh City. [Thesis. Syiah Kuala University]. Under the guidance of Dr. Amiruddin, S.Pd., M.Pd and Alfi Syahril Fuadi Jaya, S.Pd., M.Si This study examines public perception of water services of PDAM Tirta Daroy in Banda Aceh City. The purpose of this study is to determine public perception of water services of PDAM Tirta Daroy in Banda Aceh City. The approach in this study is qualitative and the type of research is descriptive. The subjects in this study were the people of Gampong Lamgugop and Rukoh, Syiah Kuala District, Banda Aceh City, totaling 10 people. Data collection techniques used observation, interviews and documentation. Data analysis consisted of data reduction, data presentation and conclusions. The results of the study showed that PDAM Tirta Daroy's services in terms of form (tangibles) were quite good, although the water distributed was sometimes not always smooth, cloudy and smelly. The water quality was considered clean and suitable for consumption. The community considers that the rates charged are in accordance with the amount of water expenditure. Service in terms of empathy is quite good, officers pay attention to needs and respond to complaints, although sometimes they are quite slow in responding to complaints. The response of officers to complaints is polite, friendly and vice versa. Service in terms of responsiveness is quite good, although sometimes PDAM Tirta Daroy is slow when contacted in responding to problems submitted by the community. And the information provided is not always received by the community regarding water outages. Service in terms of reliability is quite good, the reliability provided is generally in accordance with community expectations, although it cannot be fully relied on. This is because sometimes the water needed does not flow when it is needed. The community feels safe and comfortable in using PDAM Tirta Daroy water as long as there are no disturbances such as cloudy and smelly water. Service in terms of assurance is quite good, the service has increased and been renewed from previous years, although it has not been implemented properly. The community feels confident in using PDAM Tirta Daroy water, but improvements are still needed, especially in conveying information and handling complaints from the community. Keywords: Perception, community, service, water, PDAM Tirta Daroy.