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DAFTAR ISI

Halaman Judul
Halaman Persetujuan ............................................................................................i
Halaman Pengesehan.............................................................................................ii
Halaman Motto......................................................................................................iii
Halaman Persembahan..........................................................................................iv
Kata Pengantar.......................................................................................................v
Daftar isi................................................................................................................vi
BAB I PENDAHULUAN....................................................................................1
A. Latar Belakang Masalah..........................................................................1
B. Perumusan Masalah.................................................................................2
C. Batasan Masalah......................................................................................3
D. Tujuan dan Kegunaan Laporan...............................................................3
E. Teknik Pengumpulan Data......................................................................4

BAB II LANDASAN TEORI..............................................................................5


A. Pengertian Pelayanan..............................................................................5
B. Fungsi Manajemen..................................................................................6
C. Pengertian Marketing Mix.......................................................................6
D. Kualitas Jasa............................................................................................7

BAB III KEADAAN INSTANSI.........................................................................8


A. Pengertian PDAM...................................................................................8

B. Sejarah Berdirinya PDAM......................................................................8


C. Perkembangan Perusahaan......................................................................12
D. Landasan Hukum ...................................................................................15
E. Fungsi dan Tugas.....................................................................................16
F. Struktur Organisasi..................................................................................18
G. Tarif Air dan Pengelompokannya...........................................................20
BAB IV PEMBAHASAN MASALAH..............................................................22
A. Dasar Hukum .........................................................................................22
B. Mekanisme Pemasangan Sambungan Baru.............................................24
C. Asas- Asas...............................................................................................25
D. Kegiatan Perencanaan Pemasangan Sambungan Baru...........................25
E. Tugas Perencanaan Teknik......................................................................27
F. Cara yang Diambil untuk Mengatasi Hambatan......................................29

BAB V PENUTUPAN.........................................................................................30
A. Kesimpulan.............................................................................................30
B. Saran........................................................................................................30
DAFTAR PUSTAKA............................................................................................31
DAFTAR LAMPIRAN.........................................................................................32