ANALISIS KUALITAS JASA PADA PT PLN (PERSERO)APP SEMARANG

• Main Author: Purnomo, Susanto
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/1883
• Institution: Institut Teknologi Bandung

Since the issue of PP. No. 23 in 1994, PT. Perusahaan Listrik Negara (Po-sere) has changed its form Public Company into Limited Company (Persero). One of the reason of the transfer is to increase the efficiency and efectivity of the electrical power supplying effort and to increase company\'s services to the society. However, in the reality, the service quality to satisfy the customers has not done optimally. In PT. PLN (PERSERO) UPP West Semarang, the customer\'s complains are quite high which indicate that the services given are not optimal yet. The trouble that PT. PLN (PERSERO) is dealing is the customer\\\'s dissatisfaction on the company\\\'s service quality That is still not optimal. The research of the problem is limited to house hold customers, especially UPP West Semarang, remembering that the largest customer\\\'s comes from the house hold category, and the highest complains is about the service quality in UPP West Semarang in APP Semarang. The assumption used in this research is the service quality of PT. PLN (PERSERO) UPP West Semarang ,that can be measured from the customer\\\'s perception on the service quality, as logic consequents on the company\\\'s will to satisfy customer\\\'s_ The type of data used is primary data, which are collected through questionnaire method_ The sample technique is accidental sampling from one hundreds respondents. The analysis technique is qualitative analysis by using Rank Spearman correlation formula in significant live percent levels. From the research. we can imply that the service quality that have not been optimized are : Tangibles, Reliability, Responsiveness, Assurance and Empathy. The five factors are proved to have a significant correlation with customer\\\'s, satisfaction lo UPP West Semarang.