ANALISIS KEPUASAN PELANGGAN PADA PT. PLN (PERSERO) ULP KARANGASEM MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA)

NI KETUT ANDI WINADRI, I KETUT PASEK, KADEK ENI MARHAENI

Abstract


This research aims to analyse the level of customer satisfaction at PT. PLN (Persero) ULP Karangasem. This research was conducted on customers of PT. PLN (Persero) ULP Karangasem with a total sample of 125 respondents, where the sampling technique used was purposive sampling. The results of calculating the average importance obtained an average value of 4.37, while performance had an average value of 4.35, Based on the analysis of the gap between importance and performance, there were 20 indicators that had a negative value, which means the level of customer satisfaction was in the less satisfied category, so it needed to be improved. Based on the Importance Performance Analysis diagram, there are 8 indicators that are included in quadrant A, including if there is an error in recording the electricity account, it will be re-checked as soon as possible (R4), billing information according to usage (R5), officers respond well to customer questions (RS2), officers are ready to serve customers (RS4), information conveyed by officers is clear, correct, and consistent (A2), provide certainty of action after customers report complaints (A5), officers understand specific needs customers (E1), ensuring customers leave satisfied (E4).


Keywords


Customer Service; Customer Satisfaction; Service Management

Full Text:

PDF

References


Daryanto, & Setyobudi, I. (2014). Konsumen dan Pelayanan Prima. Yogyakarta: Gava Media.

Fandy. T., & Chandra, G. (2019). Service, Quality & Customer Satisfaction Edisi 5. Yogyakarta: ANDI.

Hadining, A. F. (2020). Analisis Kepuasan Pelanggan Abc Laundry Dengan Menggunakan Metode Service Quality, Importance Performance Analysis (Ipa) Dan Customer Satisfaction Index (Csi). J@ti Undip : Jurnal Teknik Industri, 15(1), 1. https://doi.org/10.14710/jati.15.1.1-10

Malhotra, N. K. (2009). Riset Pemasaran. Edisi ke empat jilid I. Jakarta: Indeks.

Ramadhan, E. W., Setyanto, N. W., & Efranto, R. Y. (2013). Analisis Kepuasan Konsumen Terhadap Kualitas Pelayanan Dengan Penerapan Importance Performance Analysis ( Ipa ) Dan Analysis of Customer Satisfaction Towards the Quality of Service Using the Application of Importance Performance Analysis ( Ipa ) and Kano. Jurnal Rekayasa Dan Manajemen Sistem Industri, 1(2), 183–193. http://jrmsi.studentjournal.ub.ac.id/index.php/jrmsi/article/view/26/49

Ranto, P., & Dwi, W. (2014). Dampak Ketidakpuasan Konsumen Pada Terbentuknya Perilaku Berpindah Merek (Brand Switching). Jurnal Bisnis, Manajemen, Dan Akuntansi, 2(2), 1–8. http://jurnal.stibsa.ac.id/index.php/jbma/article/view/23

Sangadji, E. M., & Sopiah. (2010). Metodologi Penelitian. Yogyakarta.

Saputra, A. A. (2021). Analisis Kualitas Pelayanan pada PT. Telkom Indonesia Cabang Witel Denpasar. Bali: Politeknik Negeri Bali.

Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.

Supranto, J. (2011). Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa Pasar. Jakarta: Rineka Cipta.




DOI: https://doi.org/10.35327/gara.v18i3.976

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 GANEC SWARA

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

https://similarplay.com/