| dc.description.abstract | Electricity service provider in Indonesia has a very important task in its role to provide power supply for the community. PT. PLN (Persero) is the main electricity
provider in Indonesia. The objective of this study was to determine what kind of influence
the quality of service to customer satisfaction, both simultaneously and partially.
Issues to be addressed in this study is to see how high performance and the interests
of the customers of PLN against the five dimensions of service quality consists of physical
evidence, reliability, responsiveness, assurance and empathy. And what indicators should
be maintained and repaired immediately by PLN employees to meet customer satisfaction.
Importance Performance Analysis (IPA) will be the method in this study. This
method is used to determine how much the level of interest and the employee's
performance and to identify indicators of what should be repaired and maintained by PLN
UPJ PEDAN.
The results of this study show that can be seen from the magnitude of the average
total value performance above the average value of an ideal that is 2.61 s / d 3.40. Advice
given the management of PT PLN (Persero) UPJ PEDAN, should be able to improve
performance on the five dimensions of service quality that has been newly assessed fairly
by customers, both dimensions of tangible, reliability, responsiveness, assurance, and
empathy.
However, improved quality of service should be prioritized especially in reliability
dimension or keandalam for example on the calculation system accurate billing and service
pengadauan that diraskan still not right. Although the billing system is already done with
the computer system, but because the registrar meter that comes less regularly in the
periodic recordation (for customers using Analog meter) causes a fluctuating customer
billing, so customers were skeptical about the magnitude of the existing bill. | en_US |
