International Journal of Health, Economics, and Social Sciences (IJHESS) Vol-1, Issue-1, 2019 https://dx.doi.org/10.31934/ijhess e-ISSN: 2685-6689

Ogo Malane Tolitoli City Drinking Water Priority Services

Suratnan Tahir 1*, Sulfiati 2, Burhanuddin3 1,2 Faculty of Engineering, Universitas Muhammadiyah , 3 Faculty of Economics, Universitas Muhammadiyah Palu, Indonesia *Corresponding Author, Email: [email protected]

ABSTRACT This research was conducted in , from February to June 2012 Analysis of Clean Water Services for Low-Income Customers at the Tolitoli City Water Supply Company. This study aims to determine the priority service for drinking water in PDAM Ogo Malane Tolitoli City. The sample in this study was 54 heads of households from the group of low-income household customers in five villages in Tolitoli Regency that were served by the Ogo Malane Regional Water Supply Company in Tolitoli City. The entire research sample in the five villages mentioned above was determined as a research sample using random sampling techniques, namely by providing equal opportunities to every low-income customer residing in the five villages to be selected as a research sample. Data analysis tools in this study used the Spearman Rank Correlation analysis approach. The results of this study illustrate that: first, clean water services to low-income customers are considered not good at the Regional Water Supply Company Ogo Malane Tolitoli City, because the results of the study indicate the response given by the company to customer complaints is unsatisfactory. This is due to the Regional Water Supply Company. Ogo Malane Tolitoli City seems slow to respond when there are complaints from low-income customers in connection with clean water services provided by the company through the use of Public Hydrants. Second, there is a negative and significant relationship between clean water tariffs and services to low-income customers in the Regional Water Supply Company of Ogo Malane Tolitoli City. This negative relationship occurs because the clean water tariff charged by the company is considered low-income customers less than the equivalent of clean water services provided by the company through the use of Public Hydrants.

Keywords — Clean Water Services, Customers, Low Income

INTRODUCTION sector is also given the maximum National Development is a series of opportunity to be involved in sustainable development efforts covering development to support development in the lives of the entire community, nation, all fields, Lukman, Tolitoli Municipal and state. The goal to be achieved from Water Company (PDAM) is required to be the development is a just and prosperous able to provide water needs clean to be society. To accelerate and support the consumed by the people with the motto process of achieving development, must be able to serve the needs of clean namely a just and prosperous society, it is water both in quantity, quality and hoped that all parties will participate in continuity, because until now the development. In this case, not only the Regional Water Company as a provider of government plays a role, but the private clean water in Indonesia is considered to

Published by : Universitas Muhammadiyah Palu Page 18 International Journal of Health, Economics, and Social Sciences (IJHESS) Vol-1, Issue-1, 2019 https://dx.doi.org/10.31934/ijhess e-ISSN: 2685-6689 have very poor performance and low customer groups often complain about productivity. This is indicated by the the large amount of clean water tariffs national average water loss rate of 40% that are deemed unequal to the clean and the minimum national average water services provided by the Tolitoli service coverage of 30%. Municipal Water Supply Company In carrying out its operations, the through existing public hydrant facilities, Tolitoli Municipal Water Supply where water flows often occur non- Company, besides hoping for profits, does current (small) public hydrants that are a not neglect its social function, which is source of complaints about low-income oriented towards the welfare of the people because the availability of water general public. As a regional company, from public hydrants is not in accordance the Tolitoli Municipal Water Supply with the clean water needs that they Company must run its business based on need. the company's principles of being In connection with the complaints demanded to be able to be efficient and of the low-income customers above, if the generate profits to develop the company. customer complains about the clean On the other hand, the Tolitoli City water services provided, the Tolitoli Regional Water Company (PDAM) must Municipal Water Supply Company tends also be able to serve all levels of society to be impressed not to respond quickly from low-income to high-income groups. and correctly to the complaints The Tolitoli Municipal Water Supply submitted by the low-income customers. Company always pays attention to the This condition has resulted in low- best service to customer groups, so that income customers not willing to pay their customer groups are satisfied. The clean water bills because they are service strategy that has been carried out disappointed that the clean water they by the Tolitoli Municipal Water Supply need from public hydrant facilities often Company, especially for low-income does not flow smoothly (the water debit customer groups, is to carry out a plan in is small) or even until it does not flow. the form of analyzing the estimated needs While on the other hand, another and amount of clean water tariff charged customer group that also uses clean to low-income customer groups because water flow from the Tolitoli Municipal most of the Tolitoli Municipal Water Water Supply Company, then the low- Supply Company customers are income customer reports his complaints customers simple and very simple through the staff even repeatedly, not the household that needs clean water to good service the customer receives but support the activities of daily life. the service below standard. Estimates of the level of water The preceding is unfair for low- demand are needed to improve the income customers because each productivity of services provided by the customer has the right to be served Tolitoli Municipal Water Supply Company quickly and appropriately. Besides that, to low-income customer groups. Whereas clean water is one of the natural the determination of clean water tariffs resources that is destined for the must also favor low-income customer prosperity of all levels of society to groups, not only favor the interests of realize public welfare fairly and local government agencies and industry equitably, the management of which is groups. handed over to state-owned enterprises, Low-income people who come from in this case, managed by the Regional simple and very simple household Water Supply Company of Tolitoli City.

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Tuweley Village, Panasakan Village, METHODOLOGY Sidoarjo Village, Baru Village, and Nalu This type of research used in this Village. Based on information from the study is a type of survey research. The Tolgoli City Ogo Malane Regional Water purpose of the survey can be a simple Company, it is known that the number of data collection, such as the internal state low-income household customers in the of the organization and others. The goal five villages served by the Tolitoli City can also be further than that, is explained Ogo Malane Drinking Water Company is or explained, namely studying social 121 households. The sample in this study phenomena by examining the is a portion of the total number of low- relationship of research variables. So it income customers in the five villages can be practical but can also be served by the Tolitoli City Ogo Malane theoretical. This research is focused on Regional Water Company, whose five urban villages consisting of Tuweley characteristics will be observed as the Urban Village, Panasakan Urban Village, main source of research data. Based on Sidoarjo Urban Village, Baru Urban 121 households (heads of households) of Village, and Nalu Urban Village, which is low-income households, the entire study served by the Tolitoli City Ogo Malane sample above was determined using Drinking Water Company with the random sampling techniques by research planned for April to May 2012. providing equal opportunities to every Data triangulation is carried out with low-income customer residing in extensive research, starting from Kelurahan Tuweley, Kelurahan September 2018 to January 2019. The Panasakan, Kelurahan Sidoarjo, population in this study is low-income Kelurahan Baru and Kelurahan Nalu, to customers in five villages that are served be selected as a research sample. by the Ogo Malane Regional Water Supply Company, Tolitoli City, namely city of Chicago (US) averaged 800 RESULT & DISCUSSION liters/capita, the city of Paris (France) Ogo Malane Regional Drinking averaged 640 liters/capita, the city of Water Company was established based Tokyo (Japan) rat average 645 on the Regulations of the Tolitoli liters/capita, Uppsala city (Sweden) an Region II in 1987 on October 1, 1987 average of 750 liters/capita (Suriawiria, built with a reservoir capacity of 125 m³, 1996: 81). with a water treatment plant (IPA) of 20 The water source of the Ogo Malane liters/sec from year to year Regional Regional Drinking Water Company is Corporation Ogo Malane Drinking Water taken from the Tuweley River and increases its production capacity to a Sumalinep River where the Tuweley 1000 M³ Reservoir with a 50 ltr / sec River is taken by means of catching with Water treatment plant (IPA) thus the a gravity system from a capture tank and Reservoir Capacity is 1,125 m³ and its then flowing to the Reservoir (Reservoir), IPA capacity becomes 70 liters / second. and the Sumalinep River is taken by Until now, the number of customers of means of a nasi pump system, then two the Ogo Malane Regional Water Supply This water source is combined after Company has reached 11,750 customers. being treated at the Water Treatment Data in the environment of health Plant and then distributed to five villages. institutions (WHO) shows that water Installation service capability (IPA) 100 needs in several countries such as the liters / second for customers 11,750

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Customers with a company management correlation analysis (Rs) comes from system that means by dividing the two various sources of observation or service systems, namely full and rotating observations in the field of social and systems. applied sciences. This study involved 54 low-income In connection with this research, respondents as research samples. Rank-Spearman correlation analysis (Rs) Researchers determined the study is used to determine whether there is a sample of a population of 121 households significant relationship between clean as respondents by setting research areas water tariffs and services to low-income in 5 (five) Kelurahans in Tolitoli Regency, customers in the Tolgooli City Ogo namely Tuweley Kelurahan, Kelurahan Malane Drinking Water Company, with Panasakan, Kelurahan Sidoarjo, the value to be tested data -data results in Kelurahan Baru and Kelurahan Nalu. responses from 54 respondents Based on the results of research in the (customers) low income to the field, the researchers describe the profile statements in the research questionnaire of respondents (low income people) related to clean water tariffs and low- descriptively. income customer service. To find out the relationship The results of the Rank-Spearman between clean water tariffs and services correlation analysis (Rs) on the to low-income customers in the Tolitoli responses of 54 respondents about the City Ogo Malane Regional Water analysis of the relationship between Company, a Rank-Spearman (Rs) clean water tariffs and services to low- correlation analysis is used as one of the income customers in the Regional Water non-parametric statistical analysis tools Supply Company of Ogo Malane Tolitoli with ordinal type data. Data to be City can be seen in Table 1. analyzed using Rank-Spearman

Table 1. Results of Spearman Rank Correlation Calculations (Rs) Low-Income Customer Service (Y) No Research Indicator Rs-hitung Rs-tabel Sig (2-tailed) Status 1. Clean Water Rates (X) -0,450 -0,244 0,001 Sig

Based on the results of calculations in The negative and significant relationship Table 1, it is known that the clean water between clean water tariffs on low- tariff is negatively and significantly income customer service at the Tolitoli correlated to low-income customer Ogo Malane Regional Water Company, is service at the Tolgooli Ogo Malane due to the clean water tariff charged by Regional Water Company, where the the Ogo Malane Drinking Water Company clean water tariff has an rs-count value of to low-income customers in the five -0.450 greater than the value of rs-table urban areas in Tolitoli Regency which are amounting to -0,244 with a confidence the locations the research on the value of level of 95% (α 0.05). This result proves low-income customers is not comparable that the clean water tariff is negatively to the clean water services provided by and significantly correlated to low- the Ogo Malane Regional Water income customer service at the Ogo Company. Malane Regional Water Supply Company in Tolitoli Regency.

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CONCLUSIONS 4. Lukman, 2001. Manajemen Kualitas This study concludes that clean Pelayanan, STIA – LAN Press, Jakarta. water services to low-income customers 5. Moenir. 2001. Manajemen Pelayanan are considered not good at the Ogo Umum din Indonesia, Bumi Aksara. Malane Regional Water Supply Company Jakarta. 6. Nasution, 2001. Asas – Asas in Tolitoli City because the results of the Kurikulum, Bumi Aksara, Jakarta. study indicate that the response given by 7. Nasution, S., 2005. Metode Research the company to customer complaints is (Penelitian Ilmiah), Edisi Kedua, unsatisfactory. This is because the Cetakan Pertama, Bumi Aksara, Regional Water Supply Company of Ogo Jakarta. Malane Tolitoli City seems to be slow in 8. Sugiyono, 2004. Metode Penelitian responding when there are complaints Administrasi, Alfabeta, Bandung. from low income customers regarding the clean water services provided by the 9. Sugiyono, 2007. Metode Penelitian company through the use of Public Bisnis, Alfabeta, Bandung. Hydrants. There is a negative and 10. Swastha, Basu, 2008. Manajemen Pemasaran dan Pemasaran Jasa, CV. significant relationship between clean Alfabeta, Bandung. water tariffs and services for low-income 11. Sasongko, Joko, 2008. Teknik Sumber customers in the Ogo Malane Regional Daya Air, Jilid Kedua, Edisi Ketiga, Water Supply Company in Tolitoli City. Erlangga, Jakarta. This negative relationship occurs because 12. Thoha, 2002. Perspektif Perilaku the clean water tariff charged by the Birokrasi. PT. Rajagrafindo Persada, company is considered to be low-income Jakarta. customers less than the clean water 13. Tangkilisan, Hessel Nogi S., 2005. service provided by the company through Manajemen Publik, PT. Gramedia the use of Public Hydrants. Low-income Widiasarana Indonesia, Yogyakarta. customers do not become customers who 14. Umar, Husein, 2003. Riset Sumber Daya Manusia Dalam Organisasi, PT. are served on a priority basis. This Gramedia Pustaka Utama, Jakarta. research recommends that the Regional 15. Warella, 2004. Kinerja Pegawai, Eka Water Supply Company of Ogo Malane Persada, Jakarta. Tolitoli City can increase its concern in 16. Zeithaml and Bitner, 2008. A responding to complaints of low-income Conceptual Model Of Service Quality customers for clean water services in the and Implication For Future Research, five urban areas in Tolitoli Regency Journal Of Marketing, 49 (Fall): 26. which are designated as research 17. Keputusan Menteri Pendayagunaan locations, to improve the quality of clean Aparatur Negara No. 25 Tahun 2004. water services to low-income customers. Tentang Pedoman Umum Penyusunan Indeks Kepuasan Masyarakat Unit Pelayanan Instansi Pemerintah. REFERENCES 18. Keputusan Menteri Negara 1. Arikunto, Suharsimi, 2007. Prosedur Perumahan Rakyat Nomor 04 tahun Penelitian Suatu Pendekatan Praktek, 1995. Tentang Pedoman Rineka Cipta, Jakarta. Pembangunan Perumahan dan 2. Hurriyati, Ratih, 2005. Bauran Permukiman dengan Lingkungan Pemasaran dan Loyalitas Konsumen, Hunian Yang Berimbang. Cetakan Pertama, CV. Alfabeta, 19. Undang-Undang Nomor 4 Tahun Bandung. 1992. Tentang Perumahan dan 3. Koentjaraningrat, 2006. Metode- Permukiman. Metode Penelitian Masyarakat, PT. 20. Surat Keputusan Bupati Tolitoli, 2009. Gramedia Pustaka Utama, Jakarta. Tentang Kelompok Pelanggan

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Perusahaan Daerah Air Minum Provinsi Nusa Tenggara Timur), (PDAM) Ogo Malane Kota Tolitoli. UNDIP, Semarang. 21. Badan Perencanaan Pembangunan 24. Susanna BR. Bangun, 2000. Analisis Daerah, 2006. Rencana Detail Tata Perbedaan Perilaku Pelanggan Ruang (RDTR) Kota Tolitoli Bagian Terhadap Pelayanan Jasa Air Bersih Wilayah Kota A dan B, Badan Pada PDAM di Kecamatan Kota, Perencanaan Pembangunan Daerah Skripsi, Fakultas Ekonomi Untad Palu. Pemerintah Daerah Kabupaten 25. Sri Kusmawati, 2011. Pengaruh Tolitoli. Kualitas Layanan Terhadap Citra 22. Badan Pusat Statistik Kabupaten PDAM Donggala di Kota Palu, Skripsi, Tolitoli, 2011. Kecamatan Baolan Fakultas Ekonomi Untad Palu. Dalam Angka Tahun 2011, Badan 26. Umbara, Andy Rizal, 2003. Kajian Pusat Statistik Kabupaten Tolitoli. Relokasi Perumahan Kumuh Nelayan 23. Messakh, Thobias, A., 2003. Evaluasi ke Rumah Susun Kedaung, Bandar Kebijakan Permukiman Kembali Lampung, Universitas Diponegoro, Pengungsi di Perbatasan Indonesia- Semarang. Timur Leste (Studi Kasus, Kecamatan Tasifeto Timur, Kabupaten Belu,

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