Kualitas Pelayanan PLN Cabang Kecamatan Solor Timur, Kabupaten Flores Timur

WERANG, Emelinda Lepan (2020) Kualitas Pelayanan PLN Cabang Kecamatan Solor Timur, Kabupaten Flores Timur. Undergraduate thesis, Universitas Katolik Widya Mandira Kupang.

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Abstract

This research is motivated by the results of observations regarding the quality of service of PT PLN, Solor Timur Subdistrict, East Flores Regency, such as a power outage by PLN unilaterally, the speed of the PLN in responding to complaints from the public and the absence of notification or clarity of information when a power cut and sometimes the outage occurs outside the allotted time. The purpose of this study was to describe the level of quality of PT PLN for the Branch of East Solor District. This research uses descriptive qualitative research. Qualitative descriptive research aims to solve problems by determining and interpreting existing data. Therefore, the implementation of this method is not limited to the data and its preparation, but also includes the analysis and interpretation of the data. The results showed that the service quality of PT PLN, Solor Timur Subdistrict, East Flores Regency as seen from the Zeithaml-Parasuraman-Berry Service Dimensions, namely the Tangible dimension (direct evidence), Reliability dimension (ability or reliability), Responsiveness dimension (responsiveness), dimensions Assurance (assurance), and dimensions of Emphaty (empathy). From all these dimensions, the results of the study show that the service quality of PT PLN, East Solor District, East Flores Regency is said to be of good quality.

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