Evaluasi pelayanan air minum di Jakarta dalam rangka peran serta swasta pada PAM Jaya: studi kasus pelayanan di wilayah timur Jakarta pada golongan IIIA = Evaluation of drinking water service in Jakarta area regarding private sector involvment in PAM Jaya: case study service in east Jakarta area for group IIIA
| Main Authors: | Ginting, Immanuel, author, Add author: Purnawan Junadi, supervisor, Add author: Firdaus Ali, supervisor |
|---|---|
| Format: | Masters Thesis |
| Terbitan: |
Program Pascasarjana Universitas Indonesia
, 2005
|
| Subjects: | |
| Online Access: |
http://lontar.ui.ac.id/detail?id=98552 |
| ctrlnum |
98552 |
|---|---|
| fullrecord |
<?xml version="1.0"?>
<dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><type>Thesis:Masters</type><title>Evaluasi pelayanan air minum di Jakarta dalam rangka peran serta swasta pada PAM Jaya: studi kasus pelayanan di wilayah timur Jakarta pada golongan IIIA = Evaluation of drinking water service in Jakarta area regarding private sector involvment in PAM Jaya: case study service in east Jakarta area for group IIIA</title><creator>Ginting, Immanuel, author</creator><creator>Add author: Purnawan Junadi, supervisor</creator><creator>Add author: Firdaus Ali, supervisor</creator><publisher>Program Pascasarjana Universitas Indonesia</publisher><date>2005</date><subject>Drinking water Standards</subject><subject>Water quality Indonesia</subject><subject>Public service</subject><description>Besarnya kebutuhan air bersih di Jakarta untuk pemenuhan kebutuhan hidup masyarakat meriuntut tersedianya pelayanan publik perkotaan yang optimal secara khusus dalam bidang air minum. Namun keberadaan PAM Jaya sebagai institusi penyedia layanan air minum di Jakarta belum dapat mengakomondasi kebutuhan dari masyarakat, karenanya agar akselerasi pengembangan dan peningkatan kinerja pelayanan dapat terlaksana maka PAM Jaya melakukan kerjasama dengan pihak swasta atau dengan kata lain melakukan privatisasi. Dalam perkembangan selanjutnya ternyata setelali di privatisasi keluhan-keluhan masyarakat terhadap pelayanan air ternyata masih tetap terdengar padahal seharusnya privatisasi memberikan perubahan dan perbaikan kondisi pelayanan.
Berdasarkan hal tersebut maka permasalahan penelitian yang diangkat adalah perlu diketahui apakah masuknya pihak swasta pads pelayanan air minum di DKI Jakarta sudah memberikan perubahan kualitas pelayanan atau belum seperti yang diharapkan pelanggan, disamping itu faktor apa saja yang mempengaruhi perubahan tersebut. Dalam penelitian ini variabel yang dianalisis adalah kontinuitas, tekanan, kualitas dan kuantitas air serta tarif dan pelayanan pelanggan terhadap kepuasan pelanggan. Metode analisis yang digunakan adalah statistik deskriptif, korelasi dan regresi dengan alat Bantu Software SPSS.
Hasil analisis menunjukkan kondisi pelayanan dengan melihat perubahan dari masing-masing variabel penelitian ditemukan bahwa nilai rata-rata perubahan (delta) bernilai negatif hal ini mengindikasikan bahwa penerapan privatisasi belum memberikan perubahan kualitas pelayanan terhadap pelanggan selain itu dari hasil analisis ditemukan variabel yang sangat berpengaruh terhadap kepuasan pelanggan yakni tarif dan kontinuitas. Dengan demikian hasil analisis ini bila dihubungkan dengan tujuan dari privatisasi untuk membawa pelayanan publik lebih efesien dan efektif menunjukkan bahwa pelayanan air minum di wilayah Timur Jakarta belum sesuai dengan tujuan dari dilakukannya privatisasi.
<hr><i>To fulfill community live needs for water, especially drinking water, in Jakarta area demanding optimal municipal public service. PAM Jaya existences as institution that provides drinking water service in Jakarta area is still not accommodate the community needs. Therefore to develop and increase its service performance, PAM Jaya is working together with private sector to convert PAM Jaya into a private company. However, community still file for complains to PAM Jaya even though converting into a private sector should make significant changes and improvement to become a better company.
Base on those conditions, the question of this research that needs to be recognized is private sectors involvement in drinking water service in DKI Jakarta. Has private sector involvement given any changes in quality of service or not as expected by customers? Which factors make the changes? In this research, analyze variables are continuity, pressure, quality and quantity of water, and tariff and customer service toward customer satisfaction. The analytic methods are descriptive statistic, correlation and regression with SPSS Software as the tools.
The analytic result, by looking at the changes from each research variable, showed that the average change value (delta) for service conditions' growth is negative. This is an indication that converting PAM Jaya into a private sector has not given any changes in quality of customer service. Another result showed from this research that tariff and continuity are variables that give big influence toward customer satisfaction. Therefore, if the result from this research is connected to the objective of converting PAM Jaya into private company, which is to deliver a more efficient and effective to public service, it showed that drinking water service in East Jakarta area is not appropriate.</i></description><identifier>http://lontar.ui.ac.id/detail?id=98552</identifier><recordID>98552</recordID></dc>
|
| format |
Thesis:Masters Thesis Thesis:Thesis |
| author |
Ginting, Immanuel, author Add author: Purnawan Junadi, supervisor Add author: Firdaus Ali, supervisor |
| title |
Evaluasi pelayanan air minum di Jakarta dalam rangka peran serta swasta pada PAM Jaya: studi kasus pelayanan di wilayah timur Jakarta pada golongan IIIA = Evaluation of drinking water service in Jakarta area regarding private sector involvment in PAM Jaya: case study service in east Jakarta area for group IIIA |
| publisher |
Program Pascasarjana Universitas Indonesia |
| publishDate |
2005 |
| topic |
Drinking water Standards Water quality Indonesia Public service |
| url |
http://lontar.ui.ac.id/detail?id=98552 |
| contents |
Besarnya kebutuhan air bersih di Jakarta untuk pemenuhan kebutuhan hidup masyarakat meriuntut tersedianya pelayanan publik perkotaan yang optimal secara khusus dalam bidang air minum. Namun keberadaan PAM Jaya sebagai institusi penyedia layanan air minum di Jakarta belum dapat mengakomondasi kebutuhan dari masyarakat, karenanya agar akselerasi pengembangan dan peningkatan kinerja pelayanan dapat terlaksana maka PAM Jaya melakukan kerjasama dengan pihak swasta atau dengan kata lain melakukan privatisasi. Dalam perkembangan selanjutnya ternyata setelali di privatisasi keluhan-keluhan masyarakat terhadap pelayanan air ternyata masih tetap terdengar padahal seharusnya privatisasi memberikan perubahan dan perbaikan kondisi pelayanan.
Berdasarkan hal tersebut maka permasalahan penelitian yang diangkat adalah perlu diketahui apakah masuknya pihak swasta pads pelayanan air minum di DKI Jakarta sudah memberikan perubahan kualitas pelayanan atau belum seperti yang diharapkan pelanggan, disamping itu faktor apa saja yang mempengaruhi perubahan tersebut. Dalam penelitian ini variabel yang dianalisis adalah kontinuitas, tekanan, kualitas dan kuantitas air serta tarif dan pelayanan pelanggan terhadap kepuasan pelanggan. Metode analisis yang digunakan adalah statistik deskriptif, korelasi dan regresi dengan alat Bantu Software SPSS.
Hasil analisis menunjukkan kondisi pelayanan dengan melihat perubahan dari masing-masing variabel penelitian ditemukan bahwa nilai rata-rata perubahan (delta) bernilai negatif hal ini mengindikasikan bahwa penerapan privatisasi belum memberikan perubahan kualitas pelayanan terhadap pelanggan selain itu dari hasil analisis ditemukan variabel yang sangat berpengaruh terhadap kepuasan pelanggan yakni tarif dan kontinuitas. Dengan demikian hasil analisis ini bila dihubungkan dengan tujuan dari privatisasi untuk membawa pelayanan publik lebih efesien dan efektif menunjukkan bahwa pelayanan air minum di wilayah Timur Jakarta belum sesuai dengan tujuan dari dilakukannya privatisasi.
<hr><i>To fulfill community live needs for water, especially drinking water, in Jakarta area demanding optimal municipal public service. PAM Jaya existences as institution that provides drinking water service in Jakarta area is still not accommodate the community needs. Therefore to develop and increase its service performance, PAM Jaya is working together with private sector to convert PAM Jaya into a private company. However, community still file for complains to PAM Jaya even though converting into a private sector should make significant changes and improvement to become a better company.
Base on those conditions, the question of this research that needs to be recognized is private sectors involvement in drinking water service in DKI Jakarta. Has private sector involvement given any changes in quality of service or not as expected by customers? Which factors make the changes? In this research, analyze variables are continuity, pressure, quality and quantity of water, and tariff and customer service toward customer satisfaction. The analytic methods are descriptive statistic, correlation and regression with SPSS Software as the tools.
The analytic result, by looking at the changes from each research variable, showed that the average change value (delta) for service conditions' growth is negative. This is an indication that converting PAM Jaya into a private sector has not given any changes in quality of customer service. Another result showed from this research that tariff and continuity are variables that give big influence toward customer satisfaction. Therefore, if the result from this research is connected to the objective of converting PAM Jaya into private company, which is to deliver a more efficient and effective to public service, it showed that drinking water service in East Jakarta area is not appropriate.</i> |
| id |
IOS18066.98552 |
| institution |
Universitas Indonesia |
| institution_id |
51 |
| institution_type |
library:university library |
| library |
Perpustakaan Universitas Indonesia |
| library_id |
492 |
| collection |
contoh Repository Tesis (Open) Universitas Indonesia |
| repository_id |
18066 |
| city |
KOTA DEPOK |
| province |
JAWA BARAT |
| repoId |
IOS18066 |
| first_indexed |
2022-12-14T02:46:37Z |
| last_indexed |
2022-12-14T02:46:37Z |
| recordtype |
dc |
| merged_child_boolean |
1 |
| _version_ |
1752207782995558400 |
| score |
17.610468 |