Studi Konsep Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan di PT. PLN (Persero) Sebagai Perusahaan Penyedia Energi Listrik Monopoli

Widyana Verawaty Siregar, Syarifah Muthia Putri

Abstract


Abstrak Salah satu parameter yang digunakan pelaku bisnis untuk mengukur kinerjanya adalah melalui kualitas layanan. Dalam tulisan ini, dijelaskan konsep pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada PT. PLN (Persero) yang menyediakan energi listrik kepada konsumen. Selain itu juga melihat faktor kualitas pelayanan yang turut berperan dalam menjelaskan kepuasan pelanggan pada perusahaan. Hasilnya menunjukkan bahwa tingkat kualitas pelayanan yang telah diberikan kepada pelanggan sangat mempengaruhi kepuasan pelanggan. Juga menunjukkan perlunya sosialisasi kepada karyawan perusahaan bahwa pelanggan perlu mendapat perhatian penuh sebagai klien atau pelanggan yang membeli produk dan jasa perusahaan.

Kata kunci : kualitas pelayanan, kepuasan pelanggan, PT. PLN (Persero)

Abstract One of the parameters used by business people to measure their performance is through service quality. In this paper, the concept of the influence of service quality on customer satisfaction at PT. PLN (Persero) which provides electrical energy to consumers. In addition, it also looks at the service quality factors that play a role in explaining customer satisfaction at the company. The results show that the level of service quality that has been provided to customers greatly affects customer satisfaction. Also shows the need for outreach to company employees that customers need to get full attention as clients or customers who buy company products and services.

Keywords : service quality, customer satisfaction, PT. PLN (Persero)

Keywords


service quality, customer satisfaction, PT. PLN (Persero)

Full Text:

PDF

References


S. Satapathy, S. K. Patel, S. S. Mahapatra, G. S. Beriha, and A. Biswas, Service quality evaluation in electricity utility industry: an empirical study in India, Int. J. Indian Cult. Bus. Manag., vol. 5, no. 1, pp. 5975, 2012.

Y. Wang, H.-P. Lo, and Y. Yang, An integrated framework for service quality, customer value, satisfaction: Evidence from Chinas telecommunication industry, Inf. Syst. Front., vol. 6, no. 4, pp. 325340, 2004.

J. Njoroge, Power quality in the competitive market: The customer perspective on monitoring, reporting and benchmarking of service quality, in CIRED 2005-18th International Conference and Exhibition on Electricity Distribution, 2005, pp. 14.

C. N. K. Naik, S. B. Gantasala, and G. V Prabhakar, Service quality (SERVQUAL) and its effect on customer satisfaction in retailing, Eur. J. Soc. Sci., vol. 16, no. 2, pp. 231243, 2010.

F. Pakdil and . Aydin, Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores, J. Air Transp. Manag., vol. 13, no. 4, pp. 229237, 2007.

F. Olorunniwo, M. K. Hsu, and G. J. Udo, Service quality, customer satisfaction, and behavioral intentions in the service factory, J. Serv. Mark., 2006.

Z. Zakaria, A. Ahmad, and M. Norzaidi, Determining World Class University from the evaluation of service quality and students satisfaction level: An empirical study in Malaysia, Int. J. Sci. Res. Educ., vol. 2, no. 2, pp. 5966, 2009.

G. Rekettye and J. Pinter, Customer satisfaction and price acceptance in the case of electricity supply, Int. J. Process Manag. Benchmarking, vol. 1, no. 3, pp. 220230, 2006.

H. Landrum and others, Measuring Information Science System Service Quality with SERVQUAL: Users Perceptions of Relative Importance of the Five SERVPERF Dimensions, Inf. Sci. Int. J. an Emerg. Transdiscipl., vol. 12, pp. 1834, 2009.

E. Fumagalli, P. Garrone, and L. Grilli, Service quality in the electricity industry: The role of privatization and managerial behavior, Energy Policy, vol. 35, no. 12, pp. 62126224, 2007.

N. H. A. Razak, R. Ahmad, and H. A. Joher, Does government linked companies (GLCs) perform better than non-GLCs? Evidence from Malaysian listed companies, J. Appl. Financ. Bank., vol. 1, no. 1, pp. 213240, 2011.

L. L. R. Rodrigues, G. Barkur, K. V. M. Varambally, and F. G. Motlagh, Comparison of SERVQUAL and SERVPERF metrics: an empirical study, The TQM Journal 23 (6): 629--643. 2011.

S. K. Jain and G. Gupta, Measuring service quality: SERVQUAL vs. SERVPERF scales, Vikalpa, vol. 29, no. 2, pp. 2538, 2004.

K. Ravichandran, B. T. Mani, S. A. Kumar, and S. Prabhakaran, Influence of service quality on customer satisfaction application of servqual model, Int. J. Bus. Manag., vol. 5, no. 4, p. 117, 2010.

N. Nasirun, S. M. Noor, Z. M. Nor, H. Ahmat, and Z. Ahmad, Perceived web service quality for students portal in higher learning institution, Int. Proc. Econ. Dev. Res., vol. 56, p. 52, 2012

S. M. Noor and N. Nasirun, Service Quality and Customer Satisfaction in a Natural Monopoly Company, in Proceedings of the Colloquium on Administrative Science and Technology, 2015, pp. 6168.




DOI: https://doi.org/10.30596/rele.v3i1.5235

Refbacks

  • There are currently no refbacks.