Tujuan penelitian ini adalah untuk mengetahui persepsi pelanggan terhadap kualitas pelayanan pdam tirta alam di kota tarakan. penelitian ini menggunakan metode deskriptif pendekatan kuantitatif dengan menggunakan alat analisis skala likert. penelitian ini dilaksanakan pada bulan september – oktober 2017 di pdam tirta alam kantor pusat dan unit cabang. data yang digunakan dalam penelitian ini adalah data primer dan data sekunder. hasil penelitian ini menunjukkan bahwa persepsi dimensi reliability, kemudahan daftar baru unit pusat: 93,55% (sangat baik) , cabang: 80% (baik). kemudahan proses pembayaran unit pusat: 92,66% (sangat baik), cabang: 82% (sangat baik). kemudahan pengaduan unit pusat: 84,66% (sangat baik), cabang: 72% (baik). kehadiran staff tepat waktu unit pusat: 92,44% (sangat baik), cabang: 78% (baik). dimensi responsiveness, kecepatan pendaftaran baru unit pusat: 91,33% (sangat baik), cabang: 74% (baik). kecepatan pembayaran rekening unit pusat: 91,11% (sangat baik) cabang: 80% (baik). kecepatan petugas lapangan unit pusat: 87,33% (sangat baik), cabang 72% (baik). dimensi assurance, keramahan petugas pendaftaran unit pusat: 90,22% (sangat baik), cabang: 76% (baik). keramahan petugas pembayaran rekening unit pusat: 89,77% (sangat baik), cabang: 82% (sangat baik). keterampilan petugas teknik melakukan tugas unit pusat: 85,33% (sangat baik), cabang: 78% (baik). dimensi emphaty, sikap petugas pembayaran unit pusat: 92% (sangat baik), cabang: 78% (baik). sikap petugas pendaftaran baru unit pusat: 91,77% (sangat baik), cabang: 76% (baik). sikap petugas teknik unit pusat: 87,77% (sangat baik), cabang: 74% (baik). dimensi tangible, kebersihan dan kerapian pakaian petugas unit pusat: 95,55% (sangat baik), cabang: 74 (baik). kebersihan kantor pelayanan unit pusat: 94,66% (sangat baik),cabang: 74 (baik). kenyamanan ruang tunggu unit pusat: 95,77% (sangat baik), cabang: 80 (baik). fasilitas tempat parkir unit pusat: 92,88% (sangat baik), cabang: 64% (baik). kemudahan memperoleh buku petunjuk atau leaflet informasi unit pusat: 53,11% (cukup), cabang 68% (baik).

The purpose of this research is to know the customer's perception of the quality of service in pdam tirta alam in tarakan city. this research uses descriptive method quantitative approach using likert scale analysis tool. this research was carried out in september – october 2017 in pdam tirta alam head office and units of the branch. the data used in this research is the primary data and secondary data. the results of this research show that the perception of the dimension of reliability, easy of new list, head office: 93.55% (very good), branch: 80% (good). ease of payment processing, head office: 92.66% (very good), branch: 82% (very good). the ease of the complaint, head office: 84.66% (very good), branch: 72% (good). the presence of the staff on time, head office: 92.44% (very good), branch: 78% (good). dimension of responsiveness, speed of new registration, head office: 91.33% (very good), branch: 74% (good). the speed of the payment, head office: 91.11% (very good) branch: 80% (very good). the speed of field unit, head office: 87.33% (very good), branch: 72% (good). dimension of assurance, hospitality in registration unit, head office: 90.22% (very good), branch: 76% (good). unit payment hospitality, head office: 89.77% (very good), branch: 82% (very good). the skills of engineering unit, head office: 85.33% (very good), branch: 78% (good). dimension of emphaty, the attitude of the payment unit, head office: 92% (very good), branch: 78% (good). the attitude of the new registration unit, head office: 91.77% (very good), branch: 76% (good). the attitude of engineering, head office: 87.77% (very good), branch: 74% (good). dimension of tangible, cleanliness and neatness of clothing clerk, head office: 95.55% (very good), branch: 74 (good). hygiene service office, head office: 94.66% (very good), branch: 74 (good). the comfortable waiting room, head office: 95.77% (very good), branch: 80 (good). the parking facilities, head office: 92.88% (very good), branch: 64% (good). the ease of acquiring manual or leaflet information, head office: 53.11% (enough), branch: 68% (good).