| dc.description.abstract | This research aimed to describe the quality of new prepaid electricity installation services
for new prospective household customers of PT. PLN (Persero) Kalisat Region. The
problems occurred were due to inaccuracy in the electricity installation time at the house
of new customers especially in District of Sumber Jambe and the slow performance of
Installation Service officers. Measurement of service quality used service quality model
obtained from the calculation of the difference between respondents’ perception scores
and expectation score based on five dimensions, namely direct evidence, reliability,
responsiveness, assurance, and empathy. If the service received exceeds expectations, the
quality of service is very good or ideal. if the service received is lower than the
expectations, the service quality is poor. This research used descriptive research type with
quantitative approach, and the samples were 56 people. Samples were determined by
incidental sampling. The research was conducted in November 2014. Sources of data were
secondary and primary data, and data were collected by observation, interviews,
questionnaires, and documentation. The results showed a negative value with a score of -1,
which means that the quality of new prepaid electricity installation service for the
prospective household customers in District of Sumber Jambe was not good because the
service received by the respondents was lower than the respondents’ expectations. Based
on the respondents’ characteristics, 46.4% of respondents got communication by word of
mouth about the fairly good new electricity installation services. 32.1% of respondents
with personal needs felt that the service obtained was pretty good. Moreover, 21.5% of
respondents had fairly good past experience in the new electricity installation in District of
Sumber Jambe. | en_US |
