PEMERIKSAAN OPERASIONAL ATAS FUNGSI PELAYANAN PELANGGAN UNTUK MENINGKATKAN EFISIENSI DAN EFEKTIVITAS (Studi kasus pada PDAM Kodya Malang)

Lilik Idiawati

Abstract



This research represents the case of study at Drinking Water Company City of Malang with the title of "Operational Inspection for Function of Customer Service to Increase the efficiency And Effectiveness ".
This research target is to study that PDAM have given the service of pursuant to company and to study that the function of customer service have been efficiently managed in use of expense of customer service and effective in goal achievement company.
Analysis used relates at step of operational inspection, that is antecedent preparation, field research, and development program, inspection execution, reporting and follow-up. At the development phase program conducted by a circumstantial inspection and analyzed the data examination. Analyzer used to know the level of service efficiency is by comparing budget and realization of service expense while to know the effectiveness level is with the measurement of score of service quality measured from score of degree of importance, performance score, and expectation score.
Result of analysis as according to yardstick used to increase efficiency and effectiveness of service function that PDAM not yet effective in giving service to customer, proven with the result of quality score having negative value. While from result analyze the efficiency concluded that PDAM not yet efficient in use of service expense because of expense budgeted too big to its realization.
Pursuant to the conclusion, writer recommend that better PDAM know the expectation of customer and give the training to field employees to improve the company effectiveness. And better PDAM earn the prediction budget released according to the realization of previous period service expense.

 

Keyword : FUNGSI PELAYANAN; EFISIENSI; EFEKTIVITAS

 

Link Terkait : http://skripsi.umm.ac.id/files/disk1/37/jiptummpp-gdl-s1-2005-lilikidiaw-1849-PENDAHUL-N.pdf


Keywords


FUNGSI PELAYANAN; EFISIENSI; EFEKTIVITAS