| dc.description.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. | en_US |
