Authors :
Didin Wahyudin; Ahmad Hidayat Sutawidjaya
Volume/Issue :
Volume 6 - 2021, Issue 7 - July
Google Scholar :
http://bitly.ws/9nMw
Scribd :
https://bit.ly/3iGhtNv
Abstract :
This study aims to determine the service
quality of PT PLN (Persero) Unit Induk Distribusi (UID)
Jakarta Raya UP3 Menteng on customer satisfaction of
household units and this research is a descriptive study
with a total of 100 respondents. The analysis method uses
Service Quality (SERVQUAL), Importance Performance
Analysis (IPA), and Quality Function Development
(QFD) methods with House of Quality (HOQ). The
results of data analysis using the SERVQUAL method
show that the overall level of customer satisfaction is
78.4%. This means that there are many improvements
that need to be made by the management of PT PLN
(Persero) Unit Induk Distribusi Jakarta Raya UP3
Menteng to be able to increase customer satisfaction.
Then, in the IPA method, there are 7 service quality
attributes that must be improved. While in the QFD
method, the results of data analysis show that the action
of “Procurement of Officer Training with Maximum
Improvements” is the top priority
Keywords :
Service Quality, Customer Satisfaction, SERVQUAL, IPA, QFD, HOQ
This study aims to determine the service
quality of PT PLN (Persero) Unit Induk Distribusi (UID)
Jakarta Raya UP3 Menteng on customer satisfaction of
household units and this research is a descriptive study
with a total of 100 respondents. The analysis method uses
Service Quality (SERVQUAL), Importance Performance
Analysis (IPA), and Quality Function Development
(QFD) methods with House of Quality (HOQ). The
results of data analysis using the SERVQUAL method
show that the overall level of customer satisfaction is
78.4%. This means that there are many improvements
that need to be made by the management of PT PLN
(Persero) Unit Induk Distribusi Jakarta Raya UP3
Menteng to be able to increase customer satisfaction.
Then, in the IPA method, there are 7 service quality
attributes that must be improved. While in the QFD
method, the results of data analysis show that the action
of “Procurement of Officer Training with Maximum
Improvements” is the top priority
Keywords :
Service Quality, Customer Satisfaction, SERVQUAL, IPA, QFD, HOQ