Peran Humas Perumda PDAM Tirtamarta dalam pelayanan pada Konsumen Kota Yogyakarta

Erza Wahyu Kusuma, Yogyakarta State University, Indonesia
Ratna Ekawati, Yogyakarta State University, Indonesia

Abstract


Abstrak

Penelitian ini bertujuan untuk: 1) Memahami peran Humas Perumda PDAM Tirtamarta Kota Yogyakarta saat melangsungkan pelayanan kepada konsumen, 2) Mengetahui hambatan atas penyelenggaraan peran Humas Perumda PDAM Tirtamarta Kota Yogyakarta saat menjalankan pelayanan kepada konsumen, dan 3) Mengetahui upaya Humas Perumda PDAM Tirtamarta Kota Yogyakarta dalam mengatasi hambatan pelayanan kepada konsumen. Penelitian ini menggunakan penelitian deskriptif kualitatif. Metode pengumpulan data menggunakan metode wawancara dan dokumentasi. Subjek penelitian terdiri dari Petugas Humas, Koordinator Humas, dan Kepala Bagian Langganan. Teknik keabsahan data yang digunakan adalah teknik triangulasi sumber. Analisis data menggunakan pengumpulan data, reduksi data, penyajian data, dan penarikan kesimpulan. Hasil penelitian menunjukkan bahwa: 1) Peran Humas di PDAM Tirtamarta Kota Yogyakarta sebagai communicator, relationship, back up management, dan good image maker, 2) Hambatan Humas dalam memberikan pelayanan kepada konsumen seperti, laporan pengaduan pelanggan tidak diselesaikan pada hari itu juga karena melewati berbagai tahap dan melalui bagian terkait, 3) Upaya Humas dalam mengatasi hambatan adalah dengan melakukan evaluasi dan studi banding.

Kata Kunci : Peran humas, Perumda PDAM Tirtamarta Yogyakarta, Pelayanan

 

Abstract

            This research aims to: 1) Understand the role of Public Relations of Perumda PDAM Tirtamarta Kota Yogyakarta when providing services to consumers, 2) Find out the obstacles to implementing the role of Public Relations of Perumda PDAM Tirtamarta Kota Yogyakarta when providing services to consumers, and 3) Understand the efforts of Public Relations of Perumda PDAM Tirtamarta Kota Yogyakarta in overcoming service barriers to consumers. This research uses qualitative descriptive research. The data collection method uses interviews and documentation methods. The research subjects consisted of Public Relations Officers, Public Relations Coordinators, and Head of Subscriptions. The data validity technique used is the source triangulation technique. Data analysis uses data collection, data reduction, data presentation, and drawing conclusions. The results of the research show that: 1) The role of Public Relations at PDAM Tirtamarta Yogyakarta City as a communicator, relationship, back up management, and good image maker, 2) Public relations obstacles in providing services to consumers such as, customer complaint reports are not resolved on the same day because they pass through various stages and through related sections, 3) Public Relations efforts to overcome obstacles are by conducting evaluations and comparative studies.

Keywords : The role of public relations, Perumda PDAM Tirtamarta Yogyakarta, Services

Keywords


Peran humas, Perumda PDAM Tirtamarta Yogyakarta, Pelayanan

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DOI: https://doi.org/10.21831/lektur.v7i2.21780

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Copyright (c) 2024 Erza Wahyu Kusuma, Ratna Ekawati

 

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Lektur: Jurnal Ilmu Komunikasi is published by Universitas Negeri Yogyakarta, Jl. Colombo Yogyakarta No.1, Karang Malang, Caturtunggal, Kec. Depok, Kabupaten Sleman, Daerah Istimewa Yogyakarta, Indonesia 55281 and licensed under a Creative Commons Attribution-ShareAlike 4.0 International (CC BY-SA 4.0) license.

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