Analisis Efektivitas Pengelolaan Layanan Pelanggan, Pelayanan Pembayaran Rekening Air, serta Penyusunan Laporan Harian Kas

Abstract

This study aims to evaluate the effectiveness of consumer service management, the water billing process, and the preparation of daily cash reports at the PUDAM Tegaldlimo Branch, Banyuwangi Regency. The research focuses on three main operational components of PUDAM, namely the consumer service management mechanism, which includes registration steps, complaint handling, and customer satisfaction levels; the water bill payment mechanism, billing issuance, and the daily cash report preparation mechanism related to daily income reporting. The study findings indicate that consumer service management at the PUDAM Tegaldlimo Branch has been operating quite effectively, characterized by an adequate response time. The water bill collection mechanism demonstrates a good level of effectiveness, with a collection success rate reaching the predetermined targets, despite challenges in some hard-to-reach locations. The preparation of daily cash reports has been carried out systematically and can be accounted for, but still requires improvements related to the digitization of the recording process.