ANALYSIS ON EFFECTIVENESS OF KEY ACCOUNT MANAGEMENT PRACTICES IN PT PLN (PERSERO) WEST JAVA DISTRIBUTION UNIT

• Main Author: Agung Nugraha, Ridho
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/34052
• Institution: Institut Teknologi Bandung

One of the implications of the enactment of Law No. 30 of 2009 Concerning Electricity, it is possible for new players in the electricity sector who will be PLN's competitors to participate in providing electricity for the public interest. Base on that, PLN does not monopolize the market again to sell power for the public. To protect their own business, PLN must improve their services to compete with another company or substitution of PLN’s electricity that can threaten the sustainability of the future market. In 2017-2018, PLN West Java Distribution Unit faces three business issues: 1) High Dependency Revenue from Industrial Customer, 2) Decrease of Customer Satisfaction from Industrial Customer and 3) Establishment of Key Account Marketing Team. One strategy to face that issues are the implementation of Key Account Management Practices. The objective of this research is to examine the effectiveness of key account management practices especially related to three effectiveness outcomes, and there are Relationship Improvement, Customer Satisfaction, and Advocacy. This research conducted with a mixed method analysis (qualitative and quantitative) in exploratory sequential design. The results show that all of key account management practices in PLN West Java Distribution Unit gives a positive contribution to the achievement of effective outcome that tries to examine through this research, and there is Relationship improvement (86,7%), Customer Satisfaction (85,6%) and Advocacy (83,5%).