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RESCOLLACOMMRESCOLLACOMM

Journal International Journal of Business, Economics, and Social DevelopmentInternational Journal of Business, Economics, and Social Development Abstract

Service responsiveness is a critical dimension of public service quality, particularly in essential sectors such as clean water provision, where service disruptions directly affect community welfare. This study aims to analyze the responsiveness of public service delivery in handling customer complaints at the Sindang Service Branch of the Tirta Darma Ayu Regional Public Drinking Water Company (also known as PERUMDAM in Indonesian) in Indramayu Regency. The research focuses on identifying the level of responsiveness, the constraints faced in service implementation, and potential strategies to improve complaint handling performance. This study employs a qualitative descriptive approach. Data were collected through observations, in-depth interviews, and document analysis involving key informants, including managerial staff, service officers, technical personnel, and customers. The data were analyzed using the Miles and Huberman interactive model, consisting of data reduction, data presentation, and conclusion drawing, supported by triangulation techniques to ensure data validity. The findings reveal that service responsiveness at the Sindang Service Branch has been procedurally institutionalized, particularly in the initial stages of service interaction. Customers generally receive prompt acknowledgment, and complaint recording mechanisms are systematically implemented through both offline and digital channels. However, responsiveness remains predominantly procedural rather than outcome-oriented. Timeliness emerges as the weakest dimension, especially in technically complex services such as pipeline repairs and new household connection installations. Constraints related to procedural rigidity, limited technical personnel, uneven staff competence, and insufficient integration between administrative and technical units hinder effective service resolution. The study concludes that while the Sindang Service Branch demonstrates commitment to responsive public service delivery at the procedural level, improving performance-based responsiveness requires strengthening service-level standards, enhancing human resource capacity, improving inter-unit coordination, and optimizing integrated information systems. These efforts are essential to improve service timeliness, customer satisfaction, and public trust in regional drinking water services.

Conclusion

Meskipun cabang layanan Sindang PERUMDAM Tirta Darma Ayu telah menunjukkan komitmen terhadap penyediaan layanan publik yang responsif pada tingkat prosedural, peningkatan responsivitas berbasis kinerja memerlukan penguatan standar layanan, peningkatan kapasitas sumber daya manusia, perbaikan koordinasi antar unit, dan optimalisasi sistem informasi terpadu.Kendala terkait kekakuan prosedural, personel teknis yang terbatas, kompetensi staf yang tidak merata, dan kurangnya integrasi antara unit administrasi dan teknis menghambat penyelesaian layanan yang efektif.Penelitian ini menyimpulkan bahwa upaya-upaya tersebut penting untuk meningkatkan ketepatan waktu layanan, kepuasan pelanggan, dan kepercayaan publik terhadap layanan air minum regional.

Future Research

Berdasarkan temuan penelitian, beberapa saran penelitian lanjutan dapat dipertimbangkan. Pertama, penelitian lebih lanjut dapat dilakukan untuk mengeksplorasi dampak implementasi sistem informasi terpadu terhadap peningkatan responsivitas layanan, dengan fokus pada pengukuran efisiensi proses dan pengurangan waktu penyelesaian keluhan. Kedua, studi komparatif dapat dilakukan dengan membandingkan praktik responsivitas layanan di berbagai cabang PERUMDAM Tirta Darma Ayu atau bahkan dengan perusahaan air minum regional lainnya, untuk mengidentifikasi praktik terbaik dan faktor-faktor yang berkontribusi terhadap kinerja yang lebih baik. Ketiga, penelitian kualitatif mendalam dapat dilakukan untuk memahami perspektif pelanggan secara lebih komprehensif mengenai pengalaman mereka dalam mengajukan keluhan dan menerima layanan, termasuk identifikasi harapan dan kebutuhan yang belum terpenuhi. Penelitian-penelitian ini diharapkan dapat memberikan wawasan yang lebih mendalam mengenai cara meningkatkan kualitas layanan air minum regional dan meningkatkan kepuasan masyarakat, dengan mempertimbangkan kompleksitas operasional dan kebutuhan spesifik dari masing-masing wilayah pelayanan. Dengan demikian, penelitian lanjutan ini dapat berkontribusi pada pengembangan kebijakan dan praktik yang lebih efektif dalam pengelolaan layanan air minum di Indonesia.

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Pages	11
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