The Efforts of Performance Improvement of Regional Water Company (PDAM) to Serve Costumers in Samarinda City

摘要

This research used a qualitative approach with focus on performance of services unit PDAM (Perusahaan Daerah Air Minum / regional water company) in Samarinda and the gap between the performance of the service to the consumer expectations. Purpose of this study is: to describe and analyze of performance, the gap between performance of services unit PDAM with the consumers expectation, and effort to improving performance of services unit PDAM in Samarinda in terms of public services. Result of research that in executing public service duties, services unit face some constraint. The constraints become which factors block in achieving the target and organization goals so that almost all the target and goals are not realized. Do not achieve this goals because quality of performance all staff, as organization task developer, both in quantity or quality is still lower, specially in response to service demand and delivery of consumer complaints, the community. Less active and slow in response to the demand of public sercice from customers resulted in a gap between the performance of service unit to the consumers expectations. Though, the policy improving of performance service in all service unit PDAM in Samarinda have been made and specified through RKAP (Rencana Kerja dan Anggaran Perusahaan / workplan and budget of company) as effort to repair public service tasks performed by the company.