TA DIGITAL
Analisis tingkat kepuasan pelanggan terhadap listrik prabayar di PLN Semarang Timur
The number of complaints from the public about post-paid electricity is still considered as one of many shortcomings such as meter reading, the bill is uncertain, delinquent accounts, the loads are not paid according to usage. To the PT. PLN (Persero) to make innovations in the form of electricity prepaid service programs to address grievances and improve the quality of care.
The purpose of the study is to find out the level of customer satisfaction with prepaid electricity.
The method of collecting data are Questionnaire and Observation. Purposive sampling and the formula are used to process and interpret the data of IKP (Customer Satisfaction Index).
The results of research on the analysis of the level of customer satisfaction with prepaid electricity is tangible with IKP 104.21% (very satisfied), Reliability with IKP 97.84% (satisfied), Responsiveness to the IKP 96.38% (satisfied), assurance by the IKP 100.74% (very satisfied) and empathy with IKP 100.49% (very satisfied).
It is concluded that customer satisfaction index, respondents were very satisfied with the tangible, assurance and empathy. It can be said that the satisfaction levels of prepaid electricity customers in Eastern Semarang PLN is very high.
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