ANALISIS KUALITAS PELAYANAN PADA PERUSAHAAN UMUM DAERAH (PERUMDA) AIR MINUM TOYA WENING KOTA SURAKARTA (Studi Pengelolaan Sumber Air Baku Sungai Bengawan Solo)

Abstract

Service quality reflects an organization's ability to provide added value to customers. The Regional Public Company (Perumda) Toya Wening Drinking Water of Surakarta City plays a crucial role in managing raw water sources from the Bengawan Solo River. However, the quality of services provided still faces various challenges. This study aims to analyze service quality, as well as the supporting and inhibiting factors affecting Perumda Toya Wening’s service quality in managing the raw water sources of the Bengawan Solo River. The analysis is based on the five dimensions proposed by Zeithaml et al.: tangibles, reliability, responsiveness, assurance, and empathy. This research employs a qualitative descriptive method, with data collection techniques including observation, interviews, and documentation. The findings indicate that several aspects of service have been effectively implemented, such as the efficiency of standard operating procedures (SOPs) in handling customer complaints (responsiveness dimension), periodic water quality inspections (assurance dimension), and quick responses in providing emergency water supplies to affected customers (empathy dimension). However, challenges remain in the tangibles and reliability dimensions, particularly due to limitations in water treatment technology, insufficient reservoir capacity, and a high Non-Revenue Water (NRW) rate of 44.16%. Additionally, water quality often declines during the dry season, leading to customer complaints about cloudy, odorous, or yellowish water. The supporting factors of service quality include leadership and teamwork, while the inhibiting factors involve personnel-related issues, system- related constraints, and situational challenges. Therefore, Perumda Toya Wening needs to enhance water treatment technology, optimize reservoir capacity, and strengthen collaboration with the government and the community for sustainable raw water management.