TA DIGITAL
Persepsi pelanggan terhadap mutu pelayanan tambah daya pada PT. PLN (Persero) UPT Semarang Selatan (Studi Kasus di Kecamatan Tembalang)
PT. PLN (Persero) is a firm which offers the service of providing electricity power with almost all member of society become the clients. The firm is the mirror in achieving the goals of the firm which shows through the quality of the given service to the clients. The quality can be seen through five dimensions such as Tangible, Reliability, Responsiveness, Assurance, and Empathy.
The purpose of this final report is to know how customer’s perception toward upgrading electric capacity provided by PT. PLN (Persero) UPJ South Semarang at Tembalang observed from those five dimensions.
The data are acquired by observation, interview, questioner, and literatur review. The data are acquired through questionaire of 60 respondents randomly.
The result shows that declared for service that is given by PT. PLN (Persero) UPJ South Semarang is good according to five quality dimensions. Respondents that declared for that service that was given was good or appropriate mostly male respondents among 45 to 54 years old, and work in private sectors. Mostly respondent declared that the service was good because they could wait in a line based on the chronology of their arrival. Several respondents declared the attitude of employees in handling of customers are not appropriate.
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