STUDI KUALITAS PELAYANAN LISTRIK TERHADAP KEPUASAN PELANGGAN PT PLN (PERSERO) RAYON TABANAN

SKRIPSI

Abstract

By : I Putu Supardiasa

Email : iputusupardiasa@ymail.com

Faculties : Fakultas Teknik

Department : S1 Teknik Elektro

The era of globalization, making the level of satisfaction with services provided by PLN is a top priority that must be obtained by the customer. Currently there are still some grievances felt by electricity customers. The aim of this study was to determine the quality of electricity services to customer satisfaction PT. PLN (Persero) Rayon Tabanan. Respondents involved in this study were 100 respondents to the selection of samples using non-random sampling method. The method used in this study include observational methods and statistical data processing. Observation method is carried out by direct observation, research questionnaire distributed to respondents. Whereas if the statistical data that by processing data from respondents rating based on the level of perceived and expected to test the validity, importance performance analysis, charting Cartesian. Rayon Tabanan electricity customers are satisfied with the quality of service of electricity to PT PLN (Persero) Rayon Tabanan for respondents' assessment of the electrical continuity in the perceived level is in conformity with the diharakan customers with SPSS calculation by 4.59% and for the lowest value of 3.49% namely the speed of application services PB / PD / PS. It can be stated that the services provided by the parties to the PLN electricity customers have largely meet customer expectations, but there are some things that must be addressed so that the disappointment of customers with the services provided can be minimized.

Keyword : Customer satisfaction and if the SPSS statistical data

Download : File 1 File 2 File 3