YULIA TRI HANDAYANI, 071211131095
(2017)
Kinerja Perusahaan Air Minum Untuk Memberikan Pelayanan Kepada Pelanggan Dalam Perspektif New Public Administration (NPA) di PDAM Delta Tirta Sidoarjo.
Kebijakan dan Manajemen Publik, 5 (1).
pp. 120-127.
ISSN 2303 - 3411
Abstract
Aims of this study is to determine the performance of water companies to provide services to customers in the
perspective of New Public Administration (NPA) in PDAM Delta Tirta Sidoarjo. The main idea of this study is the
gap between the performance assessment by PDAM Delta that focused on efficiency and economy while
performance assessment from the view of New Public Administration focused on social welfare. This study uses
qualitative descriptive methods. The informant were determined by using purposive sampling which further
developed by snowball sampling. Data gathered by structured interviews, observation, and document studies. Later
data analysis done by data reduction, data presentation, and data triangulation to legitimate the data. Results of this
study indicates that PDAM Delta Tirta Sidoarjo performance to satisfy customer within the perspective of New
Public Administration were not running well. This assessment done by using several indicators which is service
coverage, target customers, production capacity, average consumption and also water loss rate. Furthermore this
assessment based on the perspective of New Public Administration (NPA) that results in match with response and
recognition from the society showing many complaints, among them are mismatch between central officer and field
officer, small water volume, murky water, the equity to determine tariff among small residential class with cluster
residential class and also still lack of standard average consumption achieved by PDAM Delta Tirta Sidoarjo.
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