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Analisis Tingkat Kepuasan Pelanggan Rumah Tangga Terhadap Kualitas Pelayanan Pada PT PGN (Persero) Tbk Area Cirebon
Household Level of Customer Satisfaction Analysis to Service Quality in PT PGN (Persero) Tbk Cirebon Area
The aim of this rearch is to analyse consumer (household level) satisfaction analysis to service quality in PT PGN (Persero) Tbk Cirebon Area. 100 respondents were as samples of consumer.
In line with the increasing public demand for fuel is cheap and readily available to meet all your daily needs, PT PGN (Persero) Tbk provide gas supply of qualified and easily obtained because the gas will be supplied to the house for 24 hours. In accordance with their mission, PT PGN must provide best service and quality in order to improve satisfaction and public confidence in gas owned by PT PGN. In this research the authors analyze the level of customer satisfaction households level in PT PGN Area Cirebon. By using the Customer Satisfaction Index gained customer satisfaction index of 81.78%, which illustrates the household customers of PT PGN were satisfied with the quality of services provided, but still need to be improved further. To determine which attributes should be analyzed using Cartesian diagram, where the diagram shows which attributes need to be improved, attributes that are in quadrant A major priority for repair, the attributes that need to be repaired are Responsiveness and Assurance.
Keywords: Customer Satisfaction Index, Cartesian diagram, Tangible, Reliability, Responsiveness, Assurance, and Emphaty
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