MANAJEMEN KELUHAN PELANGGAN PERUSAHAAN DAERAH AIR MINUM TIRTA SATRIA KABUPATEN BANYUMAS

Thahrina Azriah, Paulus Israwan Setyoko, Bambang Tri Harsanto

Abstract

Penelitian ini dilatarbelakangi oleh hasil survei pada situs PDAM Tirta Satria, yang menunjukkan 508 pelanggan atau 74,5 % menyatakan pelayanan masih belum maksimal. Selain itu, terdapat 1506 keluhan hingga bulan Juli 2017. Oleh karena itu, perlu adanya penelitian mengenai manajemen keluhan pelanggan PDAM Tirta Satria beserta aspek-aspek yang mempengaruhinya. Tujuan penelitian adalah untuk mendeskripsikan manajemen keluhan PDAM Tirta Satria, dan mengidentifikasi aspek-aspek yang mempengaruhinya. Penelitian menggunakan metode penelitian kualitatif. Teknik pemilihan informan menggunakan teknik purposive sampling. Metode pengumpulan data menggunakan wawancara, observasi, dan dokumentasi. Hasil penelitian menunjukkan manajemen keluhan PDAM Tirta Satria belum terlaksana secara maksimal berdasarkan teori Stauss dan Seidel. Sebagian pelanggan belum mengetahui informasi layanan Call Center dan media penyampaian keluhan lainnya. Standar operasi prosedur penanganan keluhan belum memiliki batas waktu maksimal yang jelas. Jumlah pegawai teknis terbatas sehingga terkadang sulit menangani banyak keluhan secara bersamaan. Survei kepuasan pelanggan atas penanganan keluhan belum terlaksana. Sementara itu, aspek-aspek yang mempengaruhi manajemen keluhan PDAM Tirta Satria adalah aspek sumber daya manusia, organisasional, dan teknologi informasi.

Keywords

keluhan, manajemen keluhan, pelanggan

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DOI: https://doi.org/10.20961/sp.v14i2.39288

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