Inovasi Pelayanan Pelanggan Berbasis Hasil Indeks Kepuasan Masyarakat (IKM) Di Perusahaan Umum Daerah Air Minum Tirta Moedal Kota Semarang
DOI:
https://doi.org/10.56444/mia.v20i1.813Keywords:
innovation, customer service, Public Service, Community Satisfaction Index, Customer satisfaction.Abstract
Improving public services becomes an inevitability for government agencies as public service organizers. No exception for Tirta Moedal Drinking Water Perumda Semarang City, as a Regional Owned Enterprise (BUMD) is also inseparable from the demands of improving the quality of service to customers. Customer service innovation is a response to service problems that do not satisfy the community as customers. Customer dissatisfaction with customer complaints, information services and new connect services is very dominant for customer complaints. The Community Satisfaction Index (IKM) is one of the indicators of accountability for service performance in the public sector that cannot be ignored. The Community Satisfaction Index is an evaluation of the community as a customer for the performance of services provided to the community as customers that should be the basis for each service provider institution to make adjustments to customer expectations and service innovation. The rapid development of information technology also increases public awareness of its right to good service.
References
Ghafur, A.Hanief Saha, 2021.Organisasi dan Birokrasi,Transformasi untuk Profesionalisme Pelayanan Publik, Intrans Publishing.1:37.
Haryono, Budi. 2018,How To Be Professional Customer Service, Andi Offset :2
Juwono, Vishnu dan Rahayu, Amy Y.S. 2019. Birokrasi & Governance, Teori,Konsep dan aplikasinya, Rajawali Pers: 199-202.
Juliantara, Dadang, 2005,Peningkatan Kapasitas Pemerintah Daerah Dalam Pelayanan Publik, Pembaruan:10.
Katharina, Riris, 2020, Reformasi Birokrasi Indonesia dan Revolusi Industri 4.0, Yayasan Pustaka Obor Indonesia: 60.
Kertati, Indra. 2017, Inovasi Pemerintah Daerah Dalam Penyelenggaraan Layanan Dasar Akte Kelahiran, Mimbar Administrasi.1(1): 24.
Keputusan Menteri Pemberdayaan Aparatur Negara Nomor 81 Tahun 1993 Tentang Pedoman tatalaksana Pelayanan Umum
Keputusan Menteri Pendayagunaan Aparatur Negara Nomor 63 Tahun 2003 Tentang Pedoman Umum Penyelenggaraan Pelayanan.
Peraturan Daerah Kota Semarang Nomor 11 tahun 2016
Sulandari, Susi dan Kurniasari, Herwinda. Inovasi Pelayanan Publik Di Balai Pelayanan Penempatan Dan Perlindungan Tenaga Kerja Indonesia (BP3TKI) Semarang, dalam Journal of Public Policy And Management Review,Vol. 6 Nomer 2,Tahun 2017:4..
Tjiptono, Fandy dan Diana, Kurniasari. 2019, Kepuasan Pelanggan,Konsep,Pengukuran, dan Strategi, Andi Offset:102
Undang-undang No. 25 Tahun 2009 Tentang Pelayanan Publik
