Analisis Kualitas Pelayanan terhadap Kepuasan Pelanggan pada PT. Perusahaan Listrik Negara (Persero) Cabang Tanjungkarang

Abstract

Customer satisfaction on PT. National Electricity Company (Limited) Branch Tanjung Karang measured by the number of complaints from customers. During the Year 2010 complaint was ever a power outage. Quality of care in terms of a power outage interrupts measured by Standard Average Duration Index (SAIDI) is the index means the average duration of outages interrupt Frequency Average and the Standard Index (Saifi) Index is the average frequency of outages. This study focused on the customer with a power limit of 100 kVA-200 kVA. The problem is: Is the Quality Services Branch of the PLN Branch Tanjung Karang was able to meet Customer Satisfaction? The purpose of this study to determine whether PLN Quality Services Branch Tanjung Karang was able to meet customer satisfaction with power 100 kVA - 200 kVA. This study uses qualitative analysis method to determine the level of conformity of quality of service with customer satisfaction, and methods of quantitative analysis by using the Importance-Performance Table-Analysisis and cartesian diagram. The results of qualitative analysis states that the quality of service in that category is quite appropriate to meet customer satisfaction, but the attribute gives information through print / electronic before the blackout and the speed of the officer dealing with interference complaints have low fitness levels. Results obtained by quantitative analysis of average value of the Company Performance 3.47 less than the average value of Customer Interest Rate 4.63 meaning the quality of customer service has not satisfy the customer. Cartesian diagram shows the results of the 10 attributes, 5 attributes in Quadrant A, the four attributes in Quadrant D, and an attribute in Quadrant C means most of the attributes of service quality do not meet customer satisfaction. In conclusion: The quality of service the Cape Coral Branch PLN can not meet customer satisfaction with power 100 kVA - 200 kVA.

Kepuasan pelanggan pada PT. Perusahaan Listrik Negara (Persero) Cabang Tanjung Karang diukur dengan banyaknya keluhan dari pelanggan. Selama Tahun 2010 keluhan terbanyak adalah pada pemadaman listrik. Kualitas pelayanan dalam hal pemadaman listrik diukurdengan Standard Average Interupt Duration Index (SAIDI) yaitu Indek lamanya rata-rata pemadaman dan Standard Average Interupt Frekwency Index (SAIFI) yaitu Indeks frekuensi rata-rata pemadaman. Penelitian ini difokuskan pada Pelanggan dengan batas daya 100 kVA- 200 kVA. Permasalahannya adalah: Apakah Kualitas Pelayanan PLN Cabang Tanjung Karang sudah dapat memenuhi Kepuasan Pelanggan? Tujuan penelitian ini untuk mengetahui apakah Kualitas Pelayanan PLN Cabang Tanjung Karang sudah dapat memenuhi kepuasan pelanggan dengan daya 100 kVA â 200 kVA. Penelitian ini menggunakan metode analisis kualitatif untuk mengetahui tingkat kesesuaian kualitas pelayanan dengan kepuasan pelanggan, dan metode analisis kuantitatif dengan menggunakan Tabel Importance-Performance-Analysisis dan Diagram Kartesius. Hasil analisis kualitatif menyatakan bahwa kualitas pelayanan dalam kategori cukup sesuai memenuhi kepuasan pelanggan, namun atribut memberi informasi melalui media cetak/elektronik sebelum pemadaman dan kecepatan petugas menangani pengaduan gangguan memiliki tingkat kesesuaian rendah. Dari hasil analisis kuantitaif diperoleh Nilai Rata-rata Kinerja Perusahaan 3,47 lebih kecil dari Nilai Rata-rata Tingkat Kepentingan Pelanggan 4,63, berarti kualitas pelayanan belum memenuhi kepuasanan pelanggan. Hasil Diagram Kartesius menunjukkan dari 10 atribut, 5 atribut berada di Kuadran A, 4 atribut di Kuadran D, dan 1 atribut di Kuadran C. Berarti sebagian besar atribut kualitas pelayanan belum memenuhi kepuasan pelanggan. Kesimpulannya: Kualitas pelayanan PLN Cabang Tanjung Karang belum dapat memenuhi kepuasan pelanggan dengan daya 100 kVA â 200 kVA.