Electronic Theses and Dissertation

Pasal 92 ayat (1) Peraturan Pemerintah Nomor 54 Tahun 2017 tentang Badan Usaha Milik Daerah mengatur bahwa pengurusan Badan Usaha Milik Daerah dilaksanakan sesuai dengan Tata Kelola Perusahaan Yang Baik. Selanjutnya, Pasal 78 ayat (1) Qanun Kota Banda Aceh Nomor 4 Tahun 2022 tentang Perusahaan Umum Daerah Air Minum Tirta Daroy mengatur bahwa Perumda Tirta Daroy menegakkan Tata Kelola Perusahaan Yang Baik. Namun, pada kenyataannya Perumda Tirta Daroy belum sepenuhnya maksimal dalam menerapkan tata kelola perusahaan yang baik terutama terkait penerapan prinsip transparancy dan responsibility dalam pelayanan konsumen.

Penelitian ini bertujuan untuk menjelaskan penerapan prinsip transparancy dan responsibility dalam pelayanan konsumen, faktor yang menghambat penerapan prinsip transparancy dan responsibility dalam pelayanan konsumen, serta upaya yang dilakukan oleh Perumda Tirta Daroy untuk mengatasi kendala penerapan prinsip transparancy dan responsibility dalam pelayanan konsumen.

Dengan menggunakan jenis penelitian yuridis empiris. Data utama yang digunakan diperoleh melalui penelitian lapangan dengan wawancara responden, informan serta penelitian kepustakaan berupa peraturan perundang-undangan, buku, jurnal, berita, dan tulisan-tulisan terkait lainnya.

Hasil penelitian menunjukkan bahwa penerapan prinsip transparancy dan responsibility dalam pelayanan konsumen pada Perumda Tirta Daroy belum maksimal dijalankan. Hal ini disebabkan oleh beberapa faktor di antaranya, dalam prinsip transparancy konsumen kurang mendapatkan informasi di balik permasalahan yang dihadapi secara rinci dan jelas. Lalu, dalam prinsip responsibility konsumen kurang mendapatkan respon secara cepat tanggap setelah melakukan pengaduan dan permasalahan mengenai infrastruktur perpipaan yang sudah tua. Upaya yang dilakukan untuk mengatasi kendala dalam penerapan prinsip transparancy, Perumda Tirta Daroy menyediakan berbagai platform untuk pengaduan. Selain itu, dalam prinsip responsibility dengan mengoptimalkan SDM yang dimiliki serta memperbaiki infrastruktur perpipaan.

Sebagai saran, penelitian ini mengusulkan perlunya meningkatkan pelayanan cepat tanggap serta membentuk Forum Komunikasi Konsumen (FKP) sebagai wadah untuk menjembatani komunikasi antara konsumen dan Perumda Tirta Daroy.

Article 92 paragraph (1) of Government Regulation Number 54 of 2017 concerning Regional-Owned Enterprises stipulates that the management of Regional-Owned Enterprises shall be carried out in accordance with the principles of Good Corporate Governance. Furthermore, Article 78 paragraph (1) of Banda Aceh City Qanun Number 4 of 2022 concerning the Regional Public Drinking Water Company Tirta Daroy provides that Perumda Tirta Daroy upholds the principles of Good Corporate Governance. However, in reality, Perumda Tirta Daroy has not fully optimized the implementation of good corporate governance, particularly with regard to the application of the principles of transparency and responsibility in consumer services. This research aims to explain the implementation of the principles of transparency and responsibility in consumer services, the factors that hinder the implementation of these principles, and the efforts undertaken by Perumda Tirta Daroy to address the obstacles in applying transparency and responsibility in serving consumers. This study employs an empirical juridical research method. The primary data were obtained through field research, including interviews with respondents and informants, as well as library research involving relevant laws and regulations, books, journals, news articles, and other related literature. The results of the study indicate that the implementation of the principles of transparency and responsibility in consumer services at Perumda Tirta Daroy has not been optimal. This is due to several factors. In terms of transparency, consumers receive insufficient detailed and clear information regarding the problems they face. Regarding responsibility, consumers often do not receive prompt responses after submitting complaints, and there are also issues concerning outdated pipeline infrastructure. To overcome the obstacles in implementing transparency, Perumda Tirta Daroy has provided various platforms for consumer complaints. In terms of responsibility, the company seeks to optimize existing human resources and improve its pipeline infrastructure. As a recommendation, this study suggests the need to enhance responsive services and establish a Consumer Communication Forum (FKP) as a medium to bridge communication between consumers and Perumda Tirta Daroy.