KUALITAS PELAYANAN PASANG BARU LISTRIK PRABAYAR BAGI CALON PELANGGAN

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.