Analisis Kualitas Penanganan Keluhan Pelanggan Air Minum pada PDAM Kota Baubau

Customer complaint handling is an important indicator of public service quality, particularly in drinking water services that are directly related to fulfilling basic community needs. This study aims to analyze the quality of customer complaint handling at the Baubau City PDAM. The study employed a qualitative approach at the Baubau City PDAM from May to July 2026. Informants were selected through purposive sampling and consisted of the Director, Head of the Service Section, Service and Complaints Officer, and three PDAM customers. Data were collected through observation, in-depth interviews, and documentation, then analyzed using the Miles, Huberman, and Saldaña model, comprising data condensation, data presentation, and conclusion drawing and verification. Data validity was assessed through source, technical, and time triangulation. The results indicate that customer complaint handling at the Baubau City PDAM has generally been implemented quite well, as reflected in the availability of various complaint channels, officers’ responsiveness in receiving and following up on complaints, complaint resolution involving coordination among work units, and communication with customers throughout the handling process. However, digital-based complaint channels, timely complaint resolution, regular updates on complaint progress, and the use of complaint data for service evaluation still require strengthening. The study concludes that improving customer complaint handling requires a more integrated, responsive, transparent, and continuously evaluated complaint management system to support the delivery of quality public services and strengthen accountability and customer trust in service.