ANALISIS TINGKAT KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN “PT. PLN (Persero) APJ SURAKARTA”
| Main Author: | PRASTIWI, TIKA |
|---|---|
| Format: | Thesis NonPeerReviewed application/pdf |
| Terbitan: |
, 2009
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| Subjects: | |
| Online Access: |
http://eprints.uns.ac.id/2870/1/168020609201009201.pdf http://eprints.uns.ac.id/2870/ |
Daftar Isi:
- The research on APJ Surakarta of PT. PLN (Persero) is intended to find out the consumers' satisfaction with the service quality of company, based on the dimensions of responsiveness, reliability, empathy, assurance, and tangibles. The methods employed in the research were questionnaire, interview, observation, and literary study. Meanwhile techniques of analyzing data used were descriptive analysis and interest and performance analysis. In mis case, the writer took the research object in 2009 with sample number of 100 respondents. The sampling technique employed was convenience sample that is non-probability sample in which the information or data of research was obtained from the population member accessible to the writer. The writer distributes questionnaire with 10 questions using dimensions of responsiveness, reliability, empathy, assurance, and tangibles. Based on the result f research, most respondents are obtained based on the importance level of satisfied feeling, while for the performance level, majority respondents had felt that the company's performance has been good enough. For the comparison level between the performance and importance of each atribut, the substantial goodnessof-fit level is obtained in both of them. Based on the research, the recommendation given to APJ Surakarta of PT PLN (Persero) is to maintain or even to improve the service quality to the customers so that APJ Surakarta of PT PLN (Persero) can become a service company with number one service quality level in the eyes of wide society.