Para'ra', Rini Reang (2025) Strategi Kepemimpinan Pimpinan PDAM dalam Meningkatkan Kepuasan Pelanggan di Kabupaten Tana Toraja. Scholar thesis, Institut Agama Kristen Negeri Toraja.
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Abstract
Rini Reang Para’ra’: 3020218448 menyusun skripsini dengan judul Strategi Kepemimpinan Pimpinan PDAM dalam Meningkatkan Kepuasan Pelanggan di Kabupaten Tana Toraja, di bimbing oleh Sumiati Putri Natalia, M.Pd. dan Vangky Asyer, M.Sn. selaku Dosen pembimbing 11. Tujuan dari Penelitian ini adalah untuk menganalisis strategi kepemimpinan pimpinan PDAM dalam meningkatkan kepuasan pelanggan di Kabupaten Tana Toraja. Pokok permasalahan dalam penelitian ini adalah bagaimana strategi kepemimpinan diterapkan dalam konteks pelayanan publik dan sejauh mana strategi tersebut berdampak pada kepuasan pelanggan. Penelitian ini menggunakan metode kualitatif dengan teknik pengumpulan data melalui studi pustaka wawancara dan observasi. Teori kepemimpinan yang digunakan adalah teori Yukl, yang menekankan pada dimensi perilaku pemimpin seperti pengambilan keputusan partisipatif komunikasi terbuka dan pemberdayaan bawahan. Sementara itu kepuasan pelanggan dianalisis menggunakan teori Tjiptono yang mencakup aspek keandalan daya tanggap jaminan empati dan bukti fisik. Hasil penelitian menunjukkan bahwa pimpinan PDAM menerapkan strategi kepemimpinan melalui peningkatan kualitas pelayanan pemberdayaan karyawan dan responsivitas terhadap keluhan pelanggan. Strategi tersebut didasarkan pada kerja sama tim dan komunikasi yang efektif serta berdampak positif terhadap kepuasan pelanggan terutama dalam hal kecepatan pelayanan kejelasan informasi dan sikap ramah petugas. Kata Kunci: Strategi Kepemimpinan, Kepuasan Pelanggan, PDAM Pelayanan Publik, Tana Toraja. ABSTRACT Rini Reang Para’ra’: 30202218448 is writing a thesis entitled "Leadership Strategies of PDAM Leaders in Improving Customer Satisfaction in Tana Toraja Regency," under the supervision of Sumiati Putri Natalia, M.Pd. and Vangky Asyer, M.Sn. as thesis advisors. This study aims to analyze the leadership strategies implemented by the PDAM (Regional Water Utility Company) leadership in improving customer satisfaction in Tana Toraja Regency. The main problem in this study is how leadership strategies are applied in the context of public service and to what extent these strategies impact customer satisfaction. This research uses a qualitative method with data collected through literature study interviews and observation. The leadership theory used is Yukl’s theory which emphasizes leader behavior dimensions such as participative decision-making open communication and employee empowerment. Meanwhile customer satisfaction is analyzed using Tjiptono’s theory which includes aspects of reliability responsiveness assurance empathy and tangible evidence. The results of the study show that PDAM leaders apply leadership strategies through service quality improvement employee empowerment and responsiveness to customer complaints. These strategies are based on teamwork and effective communication and have a positive impact on customer satisfaction particularly in terms of service speed clarity of information and the friendliness of staff. Keywords: Leadership Strategy, Customer Satisfaction PDAM Public Service, Tana Toraja.
| Item Type: | Thesis (Scholar) |
|---|---|
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Depositing User: | am andarias manting |
| Date Deposited: | 21 Jul 2025 11:23 |
| Last Modified: | 21 Jul 2025 11:23 |
| URI: | http://digilib-iakntoraja.ac.id/id/eprint/4616 |
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