PERSEPSI PELANGGAN PADA KUALITAS PELAYANAN LISTRIK PRABAYAR PT. PLN (Persero) RAYON SEMARANG TENGAH

Abstract

PT. PLN (Persero) is an government owned corporation and also the only provider of electricity services in Indonesia. In providing services should always refer to the main purpose of service, that is customer satisfaction. Services provided by officers of PT. PLN (Persero) CentralSemarangRayon about prepaid electricity is not always as expected by the customer. Various complaints from customers of prepaid electricity PT. PLN (Persero) CentralSemarangRayon both technically and about the quality of service. The purpose of this research is to know the customer perception on the quality of prepaid electricity service PT. PLN (Persero) CentralSemarangRayon, using the service quality theory. This research uses quantitative descriptive method, with data collection technique of documentation study and questionnaire data collecting. Respondents taken in this research are 40 prepaid electricity customers in PT. PLN (Persero) CentralSemarangRayon by using purposive sampling technique. To measure customer perceptions on the quality of prepaid electricity service (popular with the term token) PT. PLN (Persero) CentralSemarangRayon uses five indicators of service quality that is, Reliability, Responsiveness, Assurance, Empathy, and Tangible. Overall, the prepaid electricity service of PT. PLN (Persero) Rayon Semarang Central is qualified. Viewed from the results of recapitulation on all indicators in the category of quality, with percentage of each indicator of Reliability (90%), Responsiveness (85%), Assurance (80%), Empathy (77.5%), and Tangible (97.5 %). The tangible indicator has the highest percentage, it means from the physical aspect of the neat service attendant, the equipments and equipments of adequate service and comfort in PT. PLN (Persero) CentralSemarangRayon makes customers feel comfortable. And the empathy indicator is a quality indicator that has the lowest percentage among the four other indicators, this indicates the service officers are less attention and less understanding of the difficulties faced by customers, such as info blackout does not spread so that makes customer activity becomes disturbed.