STUDI TENTANG KUALITAS PELAYANAN pada PT. PLN (Persero) Unit Pelayanan dan Jaringan Semarang Barat

Abstract

BSTRACT Customers' need will indeed determine the firms' quality. Therefore, a high quality is not determined solely by the firms' perception instead it is most determined by the customers' perception. Thus, this research is trying to analyze the customer value, perceived value, corporate image and service quality, that meets the customer expectation. Data of the customer value, perceived price, corporate image and service quality ares obtained through questionnaire interviews with 125 customers who have their electric power more than 100 kVA categorized. Then, data is analyzed under Importance Performance Analysis (IPA) technique. The Importance Performance Analysis (IPA) results show that customer value variable has indicators such as “stability voltage”, and ”maintaining electricity network but the power still burns” are in A cuadrant and indicators “kWh meter be grated accurately” and “maintaining material to have a quality” are in D cuadrant. Customer perceived value variable has indicators such as ”the charge of new connection / up power is cheaper than diesel procurement” is in A cuadrant. Corporate image variable has indicators such as “PLN image be compared others BUMN”, “PLN image that satisfied” and “PLN image takes care to customer” are in A cuadraant. Service quality variable has indicators such as “empathy from the worker who serve the technic complaint“ and “accurete and fast service in error bilingl complaint” are in A cuadrant.”The payment point of billing through office/bank”;”Reliable and fast service in the technic complaint”; “Responsibility and friendlyin technic complaint”; “Responsibility and friendlyservice in error billing complaint”; “guarantee and accurete in maintenance technic complaint”; “guarantee and accurete in maintenance error billing complaint“are in A cuadrant and indicator “ “Computerize in service complaint”; “Empathy from thr worker who serve error bilingl complaint” is in D cuadrant. . Based on the results of IPA analysis, it is suggested that in order to meet the expected firm performance and the customers' expectation related to the customer value, perceived price, corporate image and service quality can be achieved by making better some indicators such as “stability voltage”, ”maintaining electricity network but the power still burns”, “kWh meter be grated accurately”, “maintaining material to have a quality”, ”the charge of new connection / up power is cheaper than diesel procurement”, “PLN image be compared others BUMN”, “PLN image that satisfied”, “PLN image takes care to customer”, ”the computerize complaint service”,”the accurete and fast service in error bill complaint”, “empathy from the worker who serve the technic complaint”and “Empathy from thr worker who serve error bill complaint” Keywords : customer value, perceived price, corporate image and service quality ABSTRAKSI Kebutuhan pelanggan akan sangat menentukan kualitas yang akan diberikan oleh perusahaan, sehingga kualitas yang tinggi bukan berdasar pada persepsi perusahaan melainkan berdasar pada persepsi pelanggan. Oleh sebab itu penelitian ini dilakukan untuk mengetahui tingkat kesesuaian customer value, perceived price, corporate image and service quality yang diberikan oleh perusahaan dengan harapan pelanggan. Data mengenai customer value, perceived value, corporate image and service quality dikumpulkan melalui wawancara dengan menggunakan kuesioner kepada 125 pelanggan dengan daya diatas 100 kVA. Selanjutnya, data yang terkumpul dianalisis dengan menggunakan teknik Importance Performance Analysis (IPA). Hasil Importance Performance Analysis (IPA) menunjukkan bahwa indikator customer value yang meliputi : tegangan (voltage) stabil dan Pemeliharaan jaringan tapi listrik tetap nyala dalam Kuadran A. Indikator Instalasi rumah dipasang dengan baik; Jaringan Interkoneksi; Baca kWh meter yang akurat dalam Kuadran B; dan indikator Material pemeliharaan yang bermutu dalan kuadran D. Indikator variabel perceived price, yaitu Biaya pasang baru / naik daya lebih murah dari pengadaan diesel berada di kuadran A. Indikator Harga jual lebih murah dari harga pokok produksi; Harga jual Rp/kWh lebih murah dari pengoperasian energi diesel; Skema pembayaran pasca bayar dalam Kuadran B. Indikator variabel corporate image yaitu Citra PLN dibanding BUMN lain, Citra pelayanan PLN yang memuaskan, Citra PLN peduli pada pelanggan berada di kuadran A. Indikator Citra PLN karena tarip murah berada dalam Kuadran B. Indikator service quality yaitu Keakuratan & kecepatan pelayanan atas pengaduan kesalahan rekening; Empati dari petugas pelayanan pengaduaan gangguan teknik berada di kuadran A. Indikator tempat pembayaran rekening lewat kantor/bank; kehandalan & kecepatan pelayanan gangguan teknik; daya tanggap & keramahan atas pengaduan gangguan teknik; daya tanggap & keramahan atas pengaduan kesalahan rekening; jaminan & ketepatan atas perbaikan pengaduan teknik; jaminan & ketepatan atas perbaikan pengaduan kesalahan rekening dalam Kuadran B. indikator Komputerisasi pelayanan pengaduan; Empati dari petugas pelayanan pengaduan kesalahan rekening berada di kuadran D. Berdasarkan hasil analisis IPA, maka untuk meningkatkan kesesuaian harapan pelanggan dan kinerja perusahaan atas customer value, perceived price, corporate image and service quality dilakukan melalui perbaikan dan peningkatan indikator tegangan (voltage) stabil; Pemeliharaan jaringan tapi listrik tetap nyala; indikator kWh meter diukur dengan akurat; Material pemeliharaan yang bermutu; Biaya pasang baru / naik daya lebih murah dari pengadaan diesel; Citra PLN dibanding BUMN lain; Citra pelayanan PLN yang memuaskan; Citra PLN peduli pada pelanggan; Komputerisasi pelayanan pengaduan; Keakuratan & kecepatan pelayanan atas pengaduan kesalahan rekening; Empati dari petugas pelayanan pengaduaan gangguan teknik; dan Empati dari petugas pelayanan pengaduan kesalahan rekening. Kata kunci : customer value, perceived price, corporate image and service quality