The Effectiveness of Consumer Protection in Online Water Account Payment Services on Ease of Access and Customer Satisfaction (Case Study on Regional Public Drinking Water Company Tirta Bahari Tegal)

The Effectiveness of Consumer Protection in Online Water Account Payment Services on Ease of Access and Customer Satisfaction (Case Study on Regional Public Drinking Water Company Tirta Bahari Tegal)

Silvia Fergina Debi Saputri, Duhita Driyah Suprapti, Irawaty

Semarang State University

DOI: https://dx.doi.org/10.47772/IJRISS.2024.809002

Received: 24 July 2024; Revised: 27 August 2024; Accepted: 29 August 2024; Published: 26 September 2024

ABSTRACT

Purpose: Research This evaluate steps proactive in application system payment electronics at the Tirta Bahari Drinking Water Company, Tegal City, which aims for makes it easier public in pay water bill at once increase efficiency operational company and reduce risk error recording payment.

Method: Approach socio -legal use in study this, with technique data collection via interviews, observations, and documentation. Data validation was carried out through four stage that is validity face, triangulation, reflection criticality, and validity catalytic.

Results and Conclusion: Findings of the study show that although online payment offers convenience and efficiency, consumers face several challenges like problem technical and limited Internet access. Further, research This highlighting importance supporting regulations and policies​ protection consumer for ensure rights consumer protected in online transactions. In conclusion, effective payment online water bill can​ improved through enhancement infrastructure technology and provision service adequate support​ for consumer. A total of 1,623,595 people agreed innovation online water payment because effective from facet time and energy. Innovation towards good governance is effort government in give optimal service. Online payments are also protected law, so public No need worry. Data security becomes challenge government in support sustainability online payment.

Keywords: Effectiveness, online payment, Regional Public Company

INTRODUCTION

Life public complex urban areas need support infrastructure adequate city so that all activity public can walk safe, orderly, smooth and healthy. Density population, diverse activity economy and demands style modern life in the city give rise to challenge separately in management city (Sari & Siregar, 2022) Good infrastructure, like​ orderly path, system​ transportation efficient general, network​ reliable electricity and clean water, as well facility quality health and education, to be key main in create environment comfortable and productive urban areas (R. Rachman and Oktavianti 2021).

Face complexity that, one effort current government​ become priority is develop system more service​ good. Service encompassing public​ various aspect, good form provision goods nor services, be focus in effort increase quality life inhabitant city. This matter covers service administration, health, education, security, and various form service social other.

Fulfillments need public through service effective public​ not only aim for increase satisfaction citizens, but also ensure implementation provision regulation legislation walk with good. Effectiveness service public become reject measuring important in evaluate performance various agencies, both at the center nor regions, including BUMN and regions (Mokodompit, Lapian, and Roring 2022).

As time goes by and increases awareness society, demands will service more public​ Good Keep going increase. This matter push agency giver service good government, private sector, BUMN and BUMD to Keep going increase its performance optimally. Enhancement the No only occurs at speed and efficiency service, but also in aspects transparency, accountability and responsiveness to need society always​ changed (Fadhilah et al. 2021).

Development increasingly technology​ sophisticated in the era of digitalization has bring change significant in various aspect life public. One of the most prominent innovation is appearance system online payments are becoming alternative popular for Lots consumer. Convenience, speed and efficiency offered​ method this digital payment has change method public transactions, incl in pay service public.

Tegal City has a population of 1,623,595 people based on data from the Central Statistics Agency is one of the city responded positive trend digitalization. The Tegal City Government made quality service good public, fast, easy and comfortable​ as indicator performance main in management government area. this effort in line with demands modern society wants efficiency and comfort in every aspect life, incl in access service public.

In context this, implementation system payment electronics are very important in support progress of Tegal City. System This No only offer more efficiency and security​ high, but also helpful increase transparency and accountability management finance public. One of example real effort the is innovation carried out Perumda Air Minum Tirta Bahari Tegal City, a Regional Owned Enterprise (BUMD) which operates in the field of clean water supply.

Perumda Air Minum Tirta Bahari Tegal City is a business entity owned by Tegal City government owns it history long in serve clean water needs public. Established based on Tegal City Regional Regulation (PERDA) Number 9 of 1983, company This has experience several updates​ regulation For adapt with development and needs public moment This.

Initially named Regional Drinking Water Company (PDAM), institution This experience transformation significant with change from law become a Regional Drinking Water Company (Perumda) Tirta Bahari Tegal City based Tegal City Regional Regulation Number 13 of 2020. Amendment This reflect commitment government area in increase efficiency and effectiveness clean water services to public.

Application system this online payment done cooperate with various Payment Point Online Banking (PPOB) as well several platforms and merchants have intertwined agreement cooperation payment water bill with Tirta Bahari Municipal Corporation. This step is response to trend digitalization and needs public will more service​ efficient and easy accessed.

Application system this online payment own a number of objective main that is increase efficiency with online system, making payment processes become more fast and accurate, reducing time queues and errors manual recording (Ramadan 2024). Increasing convenience that is customer can make payment anytime and anywhere, without need come in a way physique to office Municipal Corporation. Enhancement satisfaction customer through the convenience and flexibility offered system online payment is expected can increase level satisfaction customer to service Municipal Corporation.

Apart from saving time, aspect savings costs also become consideration important. Long geographical distance​ between place stay part public with office center Perumda Tirta Bahari often become constraint. Cost transportation is a must issue for reaching office can become burden addition for society, especially for those who live on the outskirt’s city. With option online payment, fees journey can removed completely, so give savings significant financial​ for inhabitant in period long (YM Basri, Findayani, and Zarefar 2021) .

Headquarters​ Regional Public Company Tirta Bahari Tegal remains be one​ choice payments, esp for those who are more comfortable transaction stare advance or need help direct related water service. The Indonesian Post Office is also available partner important in system payment this, offers network area that can be accessible to people in various areas of the city.

The Milky Way includes services like Fatspay. Indomaret, and Alfamart offer freedom to customers to pay water bill at once shop need daily. Availability outlets in various corner city make payment the water bill becomes more easily done. E-commerce platforms such as Tokopedia, Bukalapak, and other marketplaces have also done so integrated to in system payment Tirta Bahari Municipal Corporation.

M-Banking or mobile banking has been one​ method the most popular payment methods. With its height penetration cell phone smart in Tegal City, now Lots citizens who can access service banking direct from grip hand. Payment of the water bill via M-Banking offers speed and security tall as well as making it easier for customers to track history the payment. LINK AJA application as one the leading digital wallet in Indonesia has also integrated in system payment Tirta Bahari Municipal Corporation.

Application system comprehensive online payments This bring a number of benefit No only for society, but also for Perumda Tirta Bahari Alone. From the side company, system This help increase efficiency operational, reduce cost physical cash management, and minimizing risk error man in recording payment.

In addition, the data collected through system online payment is possible to become source information valuable for Tirta Bahari Municipal Corporation. Analysis pattern payment customer can help company plan more service strategies​, identify areas of need repair, and even predict trend future water consumption.

Education customers also become aspect important in success application system online payment. Although part big the people of Tegal City perhaps already familiar with digital technology , however Still There is segment possible society​ need help in adopt method payment new This (Hafizhah and Habsari, 2021). Regional Public Company Tirta Bahari is necessary develop a comprehensive educational program, including guidelines clear use, service​ support responsive customers, and perhaps workshop or seminars for help customer adapt with system new.

Regional Public Company Tirta Bahari Tegal got it Keep going develop system the payment. Integration with technology new like blockchain for increase transparency and security transaction, or development application mobile special offers​ feature addition like monitoring real- time water usage, notifications bills, and tips for saving water, can become step furthermore in effort This evolution service they.

With Keep going innovate and adapt to change need community, Regional Public Company Tirta Bahari Tegal does not only increase efficiency operations, but also contribute to vision of Tegal City as city smart who prioritizes comfort and well-being its citizens. System effective and inclusive online payments become one of the important pillars in realize vision that, make sure clean water service not only reliable in a way quality, but also accessibility and convenience management for all over residents of Tegal City.

Satisfaction customer become indicator key in measure success system. Study This will collect and analyze feedback from customer Tirta Bahari Drinking Water Company, Tegal City and the people of Tegal City in general. Aspect like convenience usage, speed services, and improvements efficiency will become focus in evaluate level satisfaction customer.

Through analysis comprehensive the research​ aim For give clear picture​ about effectiveness system online payments at Regional Public Drinking Water Company Tirta Bahari, Tegal City. Research result expected can give valuable input​ For repair service in the future and become reference for institution similar in other areas who want apply system online payment.

RESEARCH METHOD

Type of research carried out in study This is method study juridical sociology (Soekanto 2005). Approach juridical sociological use steps like observation, interview, or review document (Amiruddin 2012).  This method connects researcher with respondents in a way direct so that produce more valid and sensitive data to environment around so that can adapt to change. Study This carried out on 3 employees Perumda Tirta Bahari Tegal City and 8 customers Perumda Tirta Bahari Tegal City which is located at Jalan Hang Tuah No. 29 Tegalsari Tegal City.

Primary data sources are data obtained in a way direct through observation directly and interview to director main, director operations, chief connection subscriptions, and 8 subscribers Regional Municipality of Tirta Bahari, Tegal City. Whereas secondary data sources are data that has been processed, then documented, which is normal. We know with library data terms. Secondary data sources include primary law (laws and policies government area), journal related right peer-to-peer lending investor protection, dictionary law related research, and books related peer-to-peer investor protection. loan. Data validation using four stages that is validity face, triangulation, reflection critical, and final validity catalyst, meanwhile technique analysis the data use data collection, data reduction, data presentation, and withdrawal conclusion (Lexy 2007).

RESULTS AND DISCUSSION

Mechanism Service Payment Online Water Billing With Ease of Access and Satisfaction Customers (Case Study at Perumda Air Minum Tirta Bahari, Tegal City)

Service the public carried out by the apparatus government is form real its function as waiter society and state (Hayat 2017).  In paradigm this, society No Again seen as object passive, but rather as actor main in the development process. The role of government switch become facilitator on duty directing, guiding and creating supporting ecosystem​ various initiatives and activities public (Rachman, 2021)

The main purpose effort This is For speed up realization public independent and prosperous (Bambang Suprianto 2023). Therefore​ that’s service effective public​ have more coverage​ wide from simply giving service. This matter covers aspects of empowerment society, encourage participation active citizens, and create supportive environment​ growth economic and social. In paradigm this, welfare together become the focus. Government and society collaborate in mutual relationship​ strengthen, where role active public supported by policies and services effective and responsive government​ (Pontung, Dengo, and Mambo 2021).

Services that have been refers to considered formal rules has fulfil need good service and officers​ service considered consistent in carry out rule service law (Alim and Ibrahim 2024) . For increase quality naturally developed simple and easy mechanism​ accessible to the public. According to Carlson, there are indicators that can create service quality, including comfort, safety, reliability, attention​ personal, approach solution problem, justice, responsibility answer fiscal, and influence inhabitant. With use indicators the We can know extent of improvement quality service public through payment online water bill at the Regional Drinking Water Company in Tegal City.

Study This aim For test effectiveness application payment online water billing implemented by Perumda Air Minum Tirta Bahari. Since applied, system this online payment experience enhancement significant in amount customers who use it. To measure the effectiveness of implementing online water bill payments, Perumda Tirta Bahari Tegal used a questionnaire that was distributed widely to customers. This questionnaire is given to customers every year.

In 2020, only about 15% of customers are taking advantage service This. But in 2022, numbers the will increase drastic to 42%. the data seen from questionnaire data satisfaction customers filled by each​ customer Regional Municipality of Tirta Bahari, Tegal City.

This matter show that service the accepted with good and popular with the public. However, a number of constraint Still faced especially related stability system and convenience access for customers in the area isolated. Give the best service equivalent with give comfort and satisfaction to public as expressed by (Alim and Ibrahim 2024). In context serve need society, improvement mechanism service payment proven online account effective. This method allows payment processing done with more easy, fast and efficient (Rifai, 2021)

One of indicator main thing being evaluated in study This is level success transaction online payment. The data shows around 87% of transactions can processed with fluent without exists disturbance or failure system. That figure Enough high, indicating part big transaction walk Good. However around 13% of transactions experience constraint like funds transfer failure or error recording payment. Obstacle the can give rise to loss for customers and potential lower trust to service online payments (Fikri 2020).

Application service online payment is an innovation important in-service public. However, its success not only depends on technology only, but also on an effective socialization process. Responsible team answer need do activity comprehensive socialization​ for ensure public obtain clear understanding​ about mechanism this online payment. Socialization process This covers explanation about method use system, benefits offered, and steps implemented security.​ The goal is for build trust public to system new this and make sure they can use it with comfortable and trusting self.

Effective transition to system online payments also depends on how much good public can adapt to change the Therefore​ that’s important for provide channel support and feedback come back sustainable as possible public convey obstacle or their suggestions for improvement experience during the transition process. Through approach comprehensive this, implementation system online payments do not only increase efficiency operational, but also contributing to enhancement quality service public in a way whole, creating more experience​ Good for public in interact with service public.

The statement above is in accordance with research conducted by Handayani et al. (2022) which explains that online water bill payment services help customers to make it easier to pay water bills wherever and whenever the customer is.

Regional Public Drinking Water Company Tirta Bahari Tegal City continues innovate to increase service to public. One of step newest is collaborating with various parties, the third one has their respective applications. Party third the including the Indonesian Post Office, Bima Sakti (which includes Fatspay, Indomart, and Alfamart), as well as e-commerce platforms such as Tokopedia, Bukalapak, and other marketplaces. Besides that, society can too do payment via M-Banking and the LINK AJA application. This collaboration gives lots of convenience for residents of Tegal Dalam City to pay water bill without must come direct to office Municipal Corporation or queue.

With diverse choice available payments, community​ now can choose the most suitable method with needs and comfort. For example, just for those who often do shopping at Indomart or Alfamart, Can with easy pay current water bill shopping. Likewise, for those who are used to it using e-commerce or M-Banking applications, payments can done only with several click just. Presence various choice the expected can increase efficiency and comfort public in access service payment water bills.

One of indicator main thing being evaluated in study This is level success transaction online payment. The data shows around 87% of transactions can processed with fluent without exists disturbance or failure system. That figure Enough high, indicating part big transaction walk Good. However around 13% of transactions experience constraint like funds transfer failure or error recording payment. Obstacles can give rise to loss for customers and potential lower trust to service online payment.

Tirta Bahari Drinking Water Company is committed For Keep going increase quality service and deliver convenience for all over residents of Tegal City. They Keep going innovate and search solution best for fulfil need public. With various the efforts made are expected in the future all over public can utilise facility this digital payment with Good. As it goes time, increasingly Lots citizens are used to and feel comfortable using technology for fulfil need every day, incl pay water bills.

By overall, innovation and collaboration carried out Tegal City’s Tirta Bahari Drinking Water Company is step positive in increasing service and comfort for public. Although there is challenges, however with continued commitment and effort​ continuously, they optimistic can reach his ideals and give benefit as big as possible for all over residents of Tegal City.

On the other hand, cooperation with party the third also delivers other benefits such as enhancement efficiency operational and reduction queue at the office Municipal Corporation. This matter Of course just impact positive to service to public. Tirta Bahari Drinking Water Company is committed For Keep going increase quality service and deliver convenience for all over residents of Tegal City.

With continued efforts​ continuously, hopefully in the future all over public can utilise facility this digital payment with Good. As it goes time, increasingly Lots citizens are used to and feel comfortable use technology For fulfil need every day, incl pay water bill (Capinera 2021).

Protection for Consumers Customer Perumda Tirta Bahari Drinking Water, Tegal City for the Service Payment Online Water Bill

Protection to consumer is not quite enough responsibilities and obligations the main thing is to do it implemented by each perpetrator business, incl Tirta Bahari Drinking Water Company, Tegal Dalam City give his service (Sidhartha 2004). Based on Constitution Number 8 of 1999 concerning Protection Consumers, actors business have obligation For give correct, clear and honest information​ about condition goods or services offered​ to consumer.

Results of research carried out show that implementation service online payment by Regional Public Drinking Water Company Tirta Bahari Tegal City faces a number of impactful problems​ negative to customer. Based on survey conducted, as many as 27 % of respondents experience loss financial consequence constraint technical aspects of the system online payment. Problem the including bills​ double, as well failure transaction Where balance still truncated although transaction No succeed (Devitasari 2019). Situation This give rise to discomfort and worry for customer Because they must submit claim forget a refund that doesn’t always can resolved with quick.

Apart from the obstacles technical, research also found that 18% of respondents experience disturbance drinking water service Because Delay in the online payment process. Lateness This can cause customers who have do payment appropriate time Still experience termination or disturbance service, because system Not yet update the payment status with fast. This matter show dependency to system online payment yet fully fulfil hope in guard smoothness service to customer. Application technology that doesn’t perfect can damage trust customer to digital services offered (Salani, n.d.).

Other problems faced is 12% of respondents No can utilise service online payment because hampered by the lack of knowledge and understanding about technology required.​ Some people, especially those who haven’t understand technology or no own access adequate device, feel​ difficulty in use system online payment. Ignorance This make they tend avoid use digital services and more choose method payment conventional already​ they know (Muhammad Amar 2022).

For overcome problem Accordingly, the Tirta Bahari Drinking Water Municipal Corporation of Tegal City is necessary do several steps strategic. Firs, the need enhancement quality and reliability system online payment for avoid problem technical like billing doubles and failures transaction. System need tested in a way thorough and updated in a way periodically For ensure its reliability (Firstyananda and Tukiman 2022). Besides, it is necessary exists team support technically ready​ help customer in finish problem technical with fast and efficient (Imelda et al. 2023) .

Second, for reduce delays in the payment process , system must integrated with good and updated in real-time (Nurlinawati and Putranto 2020). This matter can achieved with use more technology​ progress and improve channel Work processing payment. Perumda can also consider giving training and education to his staff so that they can handle and process payment with faster.

Third, for overcome obstacle knowledge and understanding technology among​ customer, necessary Extensive education and outreach programs are held. Municipal Corporation can holding workshops, seminars, or utilize social media For give information and guidance about method use service online payment. Apart from that, collaboration with community local and institutional education can help in spreading knowledge technology to public.

With overcome problem the expected service online payments made Tegal City Tirta Bahari Drinking Water Company got it more accepted and used by society. Improvement efforts This No only increase satisfaction customer but also strengthening image Municipal Corporation as provider modern and responsive service to need public. In the future, success application technology This can become a model for company service public other in increase efficiency and comfort the service.

Problem This show that although application technology in service online payment is possible bring benefit like convenience access and efficiency, but also deliver necessary risks​ responded with serious. Importance socialization and education to public about utilization technology is things that don’t can ignored (Fatman, Nurlinah, and Syamsu 2023). Lack of knowledge technology among​ part customer can hinder access they to the service it should be make everything easier.

By whole study This underline the need for the Tegal City Tirta Bahari Drinking Water Company to Keep going increase system their online payments for more reliable and capable reliable. Additionally, improvements​ education public about method use service This with true to be key in reduce risk and increase trust customer to services provided.​ Required more education​ intensive and structured so that society understand and grow comfortable in use technology online payment. Socialization through various media including social media, brochures and workshops help expand understanding public about benefits and methods use service This.

Problem additions were revealed is lack of socialization and lack of transparency information regarding procedures​ complaint for consumers who feel disadvantaged with services of the Tirta Bahari Drinking Water Company, Tegal City. From the results survey, only 35% of respondents knew mechanism official submission complaint. Most of the respondents other confess feel confused and reluctant submit complaint Because consider the process too convoluted and confusing.

For overcome matter Accordingly, Regional Public Company Tirta Bahari Drinking Water is necessary increase transparency and convenience access information about procedure complaint. One of possible steps​ done is with give guide method convey clear and easy complaints​ understood, okay via the official website, application, or available brochures​ picked up at the office service. Besides, they​ can strengthen service customer by providing channel responsive communication, such as hotlines, chat services, or complaint emails specifically managed by trained staff​​ for handling complaints fast and efficiently.

With increase socialization, education and openness information, expected customer the more feel comfortable and trusting self in use service online payments as well know applicable rights and procedures​ taken If meet constraint. Steps​ the no only increase satisfaction customers, but also helpful Tirta Bahari Drinking Water Company in build image as provider modern, transparent and responsive services to needs and complaints public.

Application technology in service public of course presenting challenge separately, however with commitment For Keep going innovate and improve system, the Tegal City Tirta Bahari Drinking Water Company can give more service​ good and efficient. Efforts to improve reliability system online payment and deliver proper education​ to public is step important For reach objective the (Rusdiono and Arifin 2023). Thus, benefits application technology can felt in a way maximum by all layer community, and Perumda Tirta Bahari Drinking Water can Keep going become pioneer in give service quality.

Efforts to maintain honor and dignity consumer need supported with enhancement awareness, knowledge, concern, ability and independence consumer in protect himself. In Indonesia there are base the law allows it consumer submit protection. In accordance Constitution Protection Consumer Number 8 of 1999 concerning Protection Consumer Republic of Indonesia. In accordance with Article 4 of the Law Protection Consumers (UUPK), rights consumer covers right on comfort, security and safety in consume goods and or services, rights for choose goods and or service as well as promised guarantee.​

Apart from that, there is right on correct, clear and honest information​ about conditions and warranties and or services, rights for heard opinions and complaints about goods and or services used, rights​ for accept advocacy, protection and appropriate rights.​ effort solution dispute protection consumer, rights for get coaching. and education consumer, rights for treated or served in a way true and honest as well as without discrimination, rights for accept compensation, compensation replacement, if goods and/ or services received​ No in accordance with agreement or not as it should be.

Interview result show that Regional Public Drinking Water Company Tirta Bahari Tegal City has do socialization about online payments and security consumer in do payment online account carried out by the Public Relations Team. Consumers get it too service fast and easy for overcome problem payment online account via FAQ or column help in every application.

Apart from that, the Tegal City Tirta Bahari Drinking Water Company is also needed ensure that system service their online payments Keep going improved to make it more reliable and safe. This matter will help reduce the risk of error or failure in transaction, so consumers can use service with more belief in yourself and comfortable.

This is to the results of research conducted by Syahrin et al. (2023) which explains that PDAM (Regional Drinking Water Company) provides a one-stop shop service as a means of conveying aspirations and direct access to stakeholders via the web to ensure customer convenience in paying their water bills every month.

Further, aspect security system service online payments become crucial thing​ for Tirta Bahari Drinking Water Company, Tegal City. Remember transaction finance prone to to risk fraud or misuse of data, then Municipal Corporation need ensure that system used​ fulfil standard adequate security.​ This matter covers application technology security recent, like strong data encryption and usage protocol approved security​ industry.

Besides, it’s important for regular maintenance and updates of the system. This step is required to ensure the system still can face threat continued security​ expand and minimize possibility happen problem technically possible​ harm consumer. When consumers experience loss in use service online paymen, Regional Public Drinking Water Company Tirta Bahari Tegal City must own mechanism handling effective complaints and compensation.​ Complaints process must easy be accessed without convoluted procedures, so​ consumer feel listened to and prioritized in finish the problem.

Transparency from Perumda is also needed in determining shape and size compensation provided​ to consumers who feel disadvantaged. This matter must in accordance with provision what applies and what doesn’t give room for interpretation that does not clear (AB Basri et al. 2023). With That’s it, consumers Can more believe to policy compensation applied​ Municipal Corporation.

Education and socialization can be done through various channels of available information, such as the official website Perumda, his social media accounts, or even through activity socialization direct to public. Material presented must load information about procedure clear complaints, rights​ consumer based on Constitution Protection Consumers, too possible steps​ done If happen constraint in transaction online payment.

With effective educatio, consumers​ will more understand not quite enough responsibilities and obligations of each party, including Municipal Corporation as provider services and them as consumer (Fitri 2017).  This matter will help creation balanced and mutual relationship​ profitable between second split party (Daraba et al. 2023) .

By overall, approach this not only help increase understanding and awareness consumers, but also strengthen protection consumer in a way whole. With give proper education, Perumda​ can ensure use service online payments are running smooth and appropriate hope consumer, with still obey all over applicable provision.​

CONCLUSION

Can concluded that service payment online water billing by Regional Public Drinking Water Company Tirta Bahari Tegal City is step effective for increase quality service public. Although there is efforts made​ government for give easy service​ accessible to the public, however, Still there is several obstacles encountered​ in its implementation. One of constraint mainly is disturbance system, esp related server disruption caused by bad internet connection in some areas. Besides, still​ There is part society that hasn’t proficient use technology so that difficulty in do payment by online. However effort protection consumer has arranged in laws, like Constitution Protection Consumer Number 8 of 1999, for ensure consumer have rights and comfort in consuming goods and services.

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