TA DIGITAL
Analisis Tingkat Kualitas Pelayanan sebagai Upaya Peningkatan Kepuasan Pelanggan pada PT. PLN (Persero) Rayon Semarang Tengah
A good company does not want only work on its profit but also has its efforts to satisfy its customers. PT PLN (Persero) Rayon Semarang Tengah is a state owned enterprise which runs its business in electricity power. The purpose in writing this final report is to know the performance of the services provided by PT PLN (Persero) Rayon Semarang Tengah, to find out the expectations or interests of the customer and to know the level of customer satisfaction done by comparing the performance of the service and the customer’s expectation in PT PLN (Persero) Rayon Semarang Tengah.
The data were collected by conducting interviews and distributing questionnaires to 100 respondents, they were customers of PT PLN (Persero) Rayon Semarang Tengah and the data were primary and secondary data. The customer satisfaction was analyzed with the formula suggested by Umar (2003). It was found that the average customer satisfaction Index was at 92.85, it means that the performance of the functions meets or even exceeds the customer's expectations, then it can be said that in general the customer were satisfied with the service provided.
It was known that there are three service elements considered important by customers but received little attention from PT PLN (Persero) Rayon Semarang Tengah, so customers left less satisfied on these elements. The service room was clean and tidy. They provided convenient waiting room and the granting of extension on customers. The details of the customer satisfaction index are: can Tangibles was 88.31% , reliability was 94.29% as much Power, Responsiveness was much as 95.08%, Assurance was much as 95.13% and Emphaty was much as 91.48%
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