ANALISIS KINERJA PELAYANAN DAN AKUNTABILITAS PUBLIK PADA PDAM SURYA SEMBADA KOTA SURABAYA

Abstract

This research purpose was to understand the service and public accountability at Surya Sembada Drink Water Local Company Surabaya City. The data collection technique used the preface survey, literature study, interview, documentation and questionnaire. The research was descriptive qualitative design. Moreover, the technique of this research was started from sata collection, processing and data presentation, and conclusion. The research results showed that the service performance at PDAM Surya Sembada Surabaya City had been appropriate with the indicator refeering to PERMENPAN No. 1 year 2015. Then, it referred to accountability measurement at PDAM Surya Sembada with using record of complaining data which still in process from 2016-2017. The data showed that accountability in the company was good due to the accomplishment of society complaints for 2 years. Furthermore, the service performance measurement was based on the society satisfaction survey according to Permenpen No. 14,2017 having nine elements of Society Satisfaction Survey. The result was in good position and got overall index results in amout of 3,1955. While, the society Satisfaction Survey had been converted to 3,1955 multiplied to 25 equalled 79,8875. In brief, the service unit performance was in the good position.
Keywords: performance, public service, accountability, society satisfaction survey