#TITLE_ALTERNATIVE#

• Main Author: SETIYAWATI, ANY
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/7257
• Institution: Institut Teknologi Bandung

A service company with activity, which relies on service to the consumer, will do its best to perform not just product with quality but also service with quality. The government regulation about Mining and Energy No.02.P./03/M.PE/1993 and No.04.P./03/M.PE/1995 which start the electric open market in Indonesia to the private power station generator, the Power Purchase Agreement between PT.PLN (Limited liability company) Bali distribution with some Independent power producers, (Menapak Perusahaan kelas dunia; catatan perjalanan PT .PLN (Ltd.) Bali distribution 2000-2006, 2007 : 11) and regulation UU no.20 year 2002 about electrical energy as a substitute of UU NO.15/1985 which guarantee the development of electrical sector is consumer based, made PT.PLN (ltd.) Bali distribution create a Bali quality strategy 2007, a business strategy that refer to business-to-business service. In this final project, the evaluation is on the quality during the implementation of business-to-business marketing. <br /> <br /> <br /> <br /> <br /> This final project is using servqual model based on consumer assumption by comparing services quality performance (Reliability, Responsiveness, Assurance, Empathy, and Tangible). Measurement with servqual method is use to measure the consumer expectation and reality, in addition to the gap between both in the area of five major service quality dimensions. Survey and observation method will be use. Data collecting techniques are using interview, questioner, and direct observation (on the field research). The sample collection technique is by random sample with 143 respondents. To analyze the implementation performance in business-to-business marketing strategy we will use the servqual model. <br /> <br /> <br /> <br /> <br /> Service quality Measurement result from PT.PLN (ltd.) Bali distribution shows that Reliability -1, 69, Responsiveness -2, 15, Assurance -2, 22, Empathy -1, 82, and Tangible -1,87dimension gaps. The highest gap occurs in Assurance therefore this area need service quality improvement. From the gap score a business model to analyze factors affecting the profit is emerging. In this business model services package come up that will improve empathy service dimension, besides forming service packages service quality procedure is also made that will become foundation and assurance for customer to get first-rate service. This SQP is going to improve the reliability and assurance dimension. <br /> <br /> <br /> <br /> <br /> Timeline plan for servqual implementation is from 2007 to 2010. Brand creation and business customer fulfillment value development by understanding the needs of final consumer that become business consumer customer are the B2B development strategies for B2B service. <br />