Service Quality Analysis at PDAM Tirta Kencana Samarinda Using the SERVQUAL Approach

Abstract

This study evaluates the service quality of PDAM Tirta Kencana Samarinda based on customer perceptions using the SERVQUAL model. A qualitative approach was employed through in-depth interviews with five informants comprising internal and external stakeholders, analyzed using thematic analysis across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate that tangibles and reliability represent the most critical areas of weakness, marked by limited infrastructure and inconsistent service completion times. Responsiveness shows an uneven pattern, with strong initial responses but weak follow-up communication. Assurance is supported by existing service recovery policies, though their scope remains limited. Empathy emerges as the strongest dimension, with customers consistently reporting positive staff interactions. Drawing on Expectation–Disconfirmation Theory, Customer Expectation Theory, and Perceived Service Quality frameworks, this study concludes that the gap between customer expectations and actual service performance is the primary driver of dissatisfaction. Practical recommendations are proposed, including infrastructure investment, proactive communication systems, and standardized service recovery policies to improve overall service quality at PDAM Tirta Kencana Samarinda.