PERSEPSI NETIZEN TERHADAP KUALITAS PENANGANAN KELUHAN MELALUI MEDIA SOSIAL PDAM TIRTA MOEDAL KOTA SEMARANG

Abstract

PDAM is a government-owned institution of Semarang which is engaged in water services. PDAM create social media to improve the service. On that social media, we can found a lot of complaints from the Netizen. But not all complaints responded by the admin, it is evidenced by the recapitulation of complaints on social media from January-May 2017. Based on this problem, researchers do research about Netizen's perception of quality of complaint handling through social media PDAM Tirta Moedal Semarang City. The concept used in this research is the concept of perception according to Philip Kotler in Wasesa, 2005: 13. This research uses quantitative descriptive research methods. Data source from primary data and secondary data, This research use Non Probability Sampling with Purposive Sampling technique. Researchers ask questions through the media questionnaire on Netizen with a sample of 50 respondents who once divided in social media PDAM. Based on the results of research on Netizen's perception by using Netizen's rating of the quality of complaints handling through social media indicator, the services was Good (58%). The second indicator is the Netizen response to answers that have been answered by social media admin was good (54%). And on the third indicator of admin responsiveness in social media complaint responses was not good (66%). Based on the findings, it shows whether Netizen's perception towards PDAM have a good quality of social media complaint’s handling service (62%) and also found the perception towards PDAM have a bad quality of social media complaint’s handling service (38%). Bad perception arises when in social media is not responded and implemented by social media admin. To solve the problem, admin coordinate with the field technicians to solve the problems that complained by netizens through PDAM social media. Alot number of netizens who complained about social dimedia make the performance of admin and technicians to be not maximal.