Kualitas Pelayanan Dalam Peningkatan Kepuasan Pelanggan Pada PT. PLN Wilayah Mano Kecamatan Pocoranaka Kabupaten Manggarai Timur

MANSUR, Florianus (2020) Kualitas Pelayanan Dalam Peningkatan Kepuasan Pelanggan Pada PT. PLN Wilayah Mano Kecamatan Pocoranaka Kabupaten Manggarai Timur. Undergraduate thesis, Unika Widya Mandira.

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Abstract

Scientific paper titled "Quality of Service in increasing customer satisfaction at PT. PLN Region Mano ” on behalf of Florianus Mansur Under the guidance of Supervisor I Drs. Frans Nyong, M.Si and Supervisor II Yasinta P. Peten, S.Sos, M.Sc. Writing this scientific paper uses secondary data types and Primary data. The technique used is interview and analysis techniques using qualitative descriptive techniques. Where variables and objects in this study were measured using aspects and indicators, then analyzed with the support of the opinions of experts. From this writing it shows that (1) Service quality as a subject uses Tangible, Realiability, Responsiviness, Assurance and Emphaty along with its indicators while customer satisfaction as an Object uses product quality, service quality, emotional, price and cost. Between variables and objects can be linked. However, there are a number of points between the objects and variables that have not been able to be realized in the quality of Pelagia, namely physical facilities such as road infrastructure and communication facilities, namely the Key system and PMBX. (2). The inhibiting factor in the services provided by PT. PLN Mano Region for the realization of customer satisfaction namely Physical facilities such as inadequate road infrastructure because the PLN Mano Region still has a lot of rocky roads and are in landslide-prone areas, the next inhibiting factor is Communication means that is not yet Complete Keysystem and PMBX. Another supporting factor is the presence of facilities in the form of assistive devices to facilitate the service process.

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