WIGUNA, IKWAL ADDY (2016) ANALISIS DIMENSI KUALITAS PELAYANAN LISTRIK PINTAR DI PT. PLN (PERSERO) RAYON PANDEGLANG Diajukan Kepada Program Studi Diploma III Marketing Fakultas Ekonomi Dan Bisnis Universitas Sultan Ageng Tirtayasa Dalam Rangka Memenuhi Sebagian Persyaratan Untuk Memperoleh Gelar Ahli Madya (A.Md). D3 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

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Abstract

This study on "Dimensional Analysis Service Quality Electric Smart On PT. PLN (Persero) Rayon Pandeglang ". The purpose of this study is one of the prerequisites in completing the course DIII FEB UNTIRTA, improve knowledge, attitude and professional abilities of students through practical work, as a comparison between theoretical science that has been obtained from the college with practice in the working world, as well as to determine the dimensions of service quality smart electricity at PT. PLN (Persero) Rayon Pandeglang. Data collected through observation during an internship at the customer service industry PT. PLN (Persero) Rayon Pandeglang. By using several methods, the method is based on the theoretical literature dealing with the subject, and the data obtained from companies such as field methods through observation, interviews and documentation. Results from this study showed that the services and smart electric service quality dimensions in PT. PLN (Persero) Rayon Pandeglang can be analyzed based on the quality of service (7P) and five (5) dimensions of service quality or TERRA. The working process of PT. PLN (Persero) Rayon Pandeglang focus on the customer and can fulfill or even exceed the expectations of its customers so that the services of the electricity supplied to customers can be channeled properly and with quality. Keywords : Quality of Service (7P) and Five (5) Dimensions of Service Quality

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