ZELLIANA CHERDIAN, DEARIN (2023) PENERAPAN PELAYANAN PRIMA DENGAN DIMENSI SERVICE QUALITY (SERVQUAL) PADA PELANGGAN PT PLN (Persero) UP3 BANTEN UTARA. D3 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
PT PLN (Persero) is a state-owned company that provides services to prospective customers or consumers in providing services related to the sale of electricity only in Indonesia. With the increasing number of customers every year, it does not show that the company's revenue increases every year, as evidenced by several customer complaints about the company's services. The purpose of this writing is to find out the real conditions of the application of excellent service quality using the servqual dimension. This writing is descriptive which describes the situation that is happening at PT PLN (Persero) UP3 North Banten ULP Serang, with data collection techniques through observation, interviews, and documentation. The result of this Final Project is the implementation of excellent service at PT PLN (Persero) UP3 North Banten ULP Serang still does not meet consumer expectations where the five dimensions of servqual (tangible, empathy, reliability, responsiveness, and assurance) still have several shortcomings. There are several obstacles / problems that occur quite often including kWh meters moved, theft of public / individual electricity, changing the rotation of MCB current, and not paying electricity arrears.
| Item Type: | Thesis (D3) | |||||||||
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| Additional Information: | PT PLN (Persero) merupakan perusahaan BUMN yang memberikan pelayanan kepada calon pelanggan atau konsumen dalam penyediaan jasa yang berhubungan dengan penjualan tenaga listrik satu-satunya di Indonesia. Dengan semakin bertambahnya jumlah pelanggan setiap tahunnya tidak menunjukkan bahwa pendapatan perusahaan bertambah setiap tahunnya, terbukti dengan adanya beberapa keluhan pelanggan mengenai pelayanan perusahaan. Tujuan penulisan ini untuk mengetahu kondisi nyata penerapan kualitas pelayanan prima dengan menggunakan dimensi servqual. Penulisan ini berbentuk deskriptif yang mana menggambarkan keadaan yang sedang terjadi pada PT PLN (Persero) UP3 Banten Utara ULP Serang, dengan teknik pengumpulan data melalui observasi, wawancara, dan dokumentasi. Hasil dari Tugas Akhir ini adalah penerapan pelayanan prima pada PT PLN (Persero) UP3 Banten Utara ULP Serang masih belum memenuhi harapan konsumen di mana kelima dimensi servqual (tangible, empathy, reliability, responsiveness, dan assurance) masih memiliki beberapa kekurangan. Terdapat beberapa kendala/ permasalahan yang cukup sering terjadi diantaranya adalah kWh meter dipindahkan, pencurian listrik umum/ individu, mengubah perputaran arus MCB, dan tidak membayar tunggakan listrik. | |||||||||
| Uncontrolled Keywords: | Excellent service, Service Quality (ServQual), expectations customers, constraints, efforts Pelayanan prima, Service Quality (ServQual), harapan pelanggan, kendala, upaya | |||||||||
| Subjects: | Communication > Public Relations Science H Social Sciences > Public Administration Communication > Communication (General) |
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| Divisions: | 05-Fakultas Ekonomi dan Bisnis 05-Fakultas Ekonomi dan Bisnis > Program Diploma III Marketing |
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| Depositing User: | Mrs Dearin Zelliana Cherdian | |||||||||
| Date Deposited: | 27 Sep 2024 09:21 | |||||||||
| Last Modified: | 27 Sep 2024 09:21 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/41148 |
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