Kurniawati, Laila (2022) UPAYA PENINGKATAN KUALITAS PELAYANAN UNDANG-UNDANG REPUBLIK INDONESIA (UU RI) NO. 25 TAHUN 2009 TENTANG PELAYANAN PUBLIK. (Studi di Perusahaan Umum Daerah Tirta Kanjuruhan Unit Pakisaji Kabupaten Malang). Undergraduate thesis, Fakultas Ilmu Sosial dan Politik Universitas Merdeka Malang.

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Abstract

Water is one of the basic needs that cannot be replaced by anything else. No wonder that its existence is needed by many people. One of the government business entities engaged in water supply services for an area is Perumda Tirta Kanjuruhan, Malang district. Because of its existence which is often sought after by the community, it is necessary to have standards in providing services to the community according to applicable regulations. The provision of services at Perumda Tirta Kanjuruhan is carried out based on the Regulation of the Board of Directors of Perumda Tirta Kanjuruhan Number 16 of 2020 concerning Service Standards of Perumda Tirta Kanjuruhan based on the Laws and Regulations of the Republic of Indonesia Number 25 of 2009 concerning public services. However, in fact the service delivery of Perumda Tirta Kanjuruhan is classified as very slow as evidenced by the large number of incoming complaints related to handling problems and the delay in responding to complaints from Perumda.
Based on these problems, this study aims to identify and describe as well as provide suggestions and recommendations for improvements to efforts to improve service quality at Perumda Tirta Kanjuruhan.
This study uses descriptive qualitative research methods and data analysis using the Miles Huberman method in the form of data reduction, data presentation and drawing conclusions or verification. Data obtained from interviews and documentation as well as observation activities to find facts that occur in the field. Research informants in this study amounted to 2 employees of Perumda Tirta Kanjuruhan, 3 employees of Perumda Tirta Kanjuruhan Pakisaji unit and 5 residents or service users of Perumda Tirta Kanjuruhan.
The results of the study illustrate that efforts to improve the service of Perumda Tirta Kanjuruhan have been carried out based on applicable laws and regulations. However, several things have not been implemented, such as the timeliness or commitment of that time to the resolution of complaints due to the limited tools and infrastructure used for the repair process.

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