ANALISIS KUALITAS PELAYANAN PADA PT. PLN (PERSERO) RAYON MAJALAYA MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN QUALITY FUNCTION DEPLOYMENT (QFD)

ANJASMARA, PEGGY (2020) ANALISIS KUALITAS PELAYANAN PADA PT. PLN (PERSERO) RAYON MAJALAYA MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL) DAN QUALITY FUNCTION DEPLOYMENT (QFD). S1-Sarjana thesis, Universitas Mercu Buana Jakarta.

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Abstract

PLN Company is a state-owned enterprise that provides services to prospective customers or consumers in the provision of services related to the sale of electrical power only in Indonesia. In order to create satisfaction and can provide good quality of service for consumers, PLN Company demanded to improve the service professionally. In improving service quality PLN can use Service quality (Servqual) and Quality Function Deployment (QFD) method. The purpose of this study is to know the level of consumer satisfaction by analyzing the Servqual value and designing the service improvement proposal for the company using QFD. In this research 97 respondents were chosen from consumers or customers who came to the company's customer service in a sampling. The level of customer satisfaction at PLN Company rayon Majalaya is still low under what is expected by consumers, with an average value of 4.70 and a reality rate that is with an average of 3.42. Factors that affect customer satisfaction of PLN Company needs to be upgraded again is on the availability of supporting facilities in the form of tangible-dimensional queuing machine with a gap value of-2.711 and information on postpaid and prepaid electricity is easy to get and clearly responsive dimension has value Gap of-2.279. Percentage value indicated in conducting public speaking training of 49.2% of employees, provision of information about the payment group 26.32%, provision of the queue machine at the entrance 14.28%, determination of customer data input standard 7.5%, Preparation of shift work schedule that is structured 2.7%. Keywords: Service Quality (Servqual), Quality Function Deployment (QFD), customer satisfaction, service quality, House Of Quality, Gap PT.PLN merupakan perusahaan BUMN yang memberikan pelayanan kepada calon pelanggan atau konsumen dalam penyediaan jasa yang berhubungan dengan penjualan tenaga listrik satu-satunya di Indonesia. Demi menciptakan kepuasan dan dapat memberikan kualitas pelayanan yang baik bagi konsumen, PT. PLN dituntut untuk mengingkatkan pelayanan secara professional. Dalam meningkatkan kualitas pelayanan PLN dapat menggunakan metode Service Quality (Servqual) dan Quality Function Deployment (QFD). Tujuan dalam penelitian ini adalah mengetahui tingkat kepuasan konsumen dengan menganalisa nilai Servqual dan merancang usulan perbaikan pelayanan pada perusahaan menggunakan QFD. Pada Penelitian ini 97 responden dipilih dari konsumen atau pelanggan yang datang ke customer service perusahaan secara sampling. Tingkat kepuasan pelanggan pada PT. PLN (PERSERO) rayon Majalaya masih rendah dibawah apa yang diharapkan oleh konsumen, dengan nilai rata-rata 4,70 dan tingkat kenyataannya yaitu dengan rata-rata 3,42. Faktor-faktor yang mempengaruhi kepuasan pelanggan PT.PLN yang perlu ditingkatkan lagi adalah pada ketersediaan fasilitas pendukung berupa mesin antrean dimensi tangible dengan nilai gap sebesar -2,711 dan informasi mengenai listrik pascabayar dan prabayar mudah didapat dan jelas dimensi responsif memiliki nilai gap sebesar -2,279. Nilai presentase ditunjukkan pada Mengadakan pelatihan public speaking terhadap karyawan 49,2%, Penyediaan gambaran informasi terhadap golongan pembayaran 26,32%, Penyediaan Mesin Antrean di Pintu Masuk 14,28%, Penentuan standard input data customer 7,5%, Penyusunan jadwal shift kerja yang ter struktur 2,7%. Kata Kunci : Service Quality (Servqual), Quality Function Deployment (QFD), Kepuasan Pelanggan, Kualitas Pelayanan, House Of Quality, Gap.

Item Type: Thesis (S1-Sarjana)
NIM: 41615010013
Uncontrolled Keywords: Service Quality (Servqual), Quality Function Deployment (QFD), Kepuasan Pelanggan, Kualitas Pelayanan, House Of Quality, Gap.
Subjects: 200 Religion/Agama > 260 Christian Social Theology/Teologi Sosial Kristen > 268 Religious Education/Pendidikan Agama Kristen, Pengajaran Agama Kristen > 268.7 Services/Pelayanan
300 Social Science/Ilmu-ilmu Sosial > 320 Political dan Government Science/Ilmu Politik dan Ilmu Pemerintahan > 322 Relation of The State of Organized Groups/Hubungan Negara dengan Kelompok Sosial yang Terorganisir > 322.3 Business and Industry/Bisnis dan Industri
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 338 Production, Industrial Economics/Produksi, Ekonomi Industri
300 Social Science/Ilmu-ilmu Sosial > 330 Economics/Ilmu Ekonomi > 338 Production, Industrial Economics/Produksi, Ekonomi Industri > 338.4 Secondary Industries and Services/Industri dan Jasa Sekunder
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: Dede Muksin Lubis
Date Deposited: 18 Nov 2020 06:31
Last Modified: 18 Nov 2020 06:31
URI: http://repository.mercubuana.ac.id/id/eprint/58195

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