Kepuasan Pelanggan PT PLN Rayon Rivai Palembang Terhadap Kinerja Pelayanan

Saputri, Romlah Aprita (2007) Kepuasan Pelanggan PT PLN Rayon Rivai Palembang Terhadap Kinerja Pelayanan. Other thesis, Sekolah Tinggi Teknik Musi.

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Abstract

There is always a competition in the business area and it is never stop, day by day competition becoming harder. Service quality is the absolute thing for company to compete especially in the service field. That is way, the purpose of this research is to know the value of service quality and to know the level of gap of service quality that happened between consumer and the front liner of PLN Rayon Rivai. The results is used to increase service quality of as according to consumer desire. This case study is done at PLN Rayon Rivai. The research is done by giving a number of questioner to consumer and front liner. The collected data tested before, furthermore the data is used to data processing with gap analysis. For gap analysis, research model used the service quality model by A. Parasuraman, Valarie A. Zeithaml dan Leonard L. Berry, especially hit the service quality (Model the Service quality), through 5 dimension that is tangibility, reliability, responsiveness, assurance, and empathy dimension. Sum up the responder of customer PLN amount to 120 people and sum up the front liner amounting to 45 people. From data processing got by value of gap tangibles (- 1,625), value of gap reliability (- 1,204), value of gap responsiveness (- 0,9), value of gap assurance (- 1,226), and assess the gap empathy (- 1,258). From the data-processing that obtained in this research, shows that the consumer not satisfied. Highly services quality is the key of success in the field of services business. That’s way upgrading the services quality must be the principal attention from PLN Rayon Rivai.

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