Change Font Size

Change Screen

Change Profile

Change Layouts

Change Menu Styles

Cpanel

Tingkat Kepuasan Pelanggan Program Listrik Prabayar Di PT. PLN (Persero) Rayon Kudus Kota

TitleTingkat Kepuasan Pelanggan Program Listrik Prabayar Di PT. PLN (Persero) Rayon Kudus Kota
Publication TypeStudent Thesis
AuthorsR, Anung Andhita Ika
Call NumberANE.1033
Other NumbersF1B010045
PublisherUniversitas Jenderal Soedirman
Place PublishedPurwokerto
Year of Publication2017
Date Published10/2017
Abstract

Listrik Prabayar merupakan inovasi dari PLN di mana pelanggan listrik prabayar mengeluarkan biaya terlebih dahulu untuk membeli energi listrik yang akan dikonsumsinya. Dengan demikian, setiap pelanggan prabayar bisa mengendalikan sendiri penggunaan listrik sesuai kebutuhan dan kemampuannya masing-masing. Program Listrik Prabayar (LPB) mulai ada di Rayon Kudus Kota sejak tahun 2010 dan terus mengalami peningkatan jumlah pelanggan setiap tahunnya. Peningkatan tersebut menunjukkan minat masyarakat yang sangat besar terhadap program LPB ini, apalagi dengan adanya kebijakan dari PLN yang mewajibkan setiap pelanggan barunya langsung menggunakan jenis tarif listrik prabayar. Oleh karenanya, perlu diadakan penelitian untuk mengkaji kepuasan pelanggan program listrik prabayar tersebut. Lokasi penelitian ini dilakukan di wilayah PT. PLN (Persero) Rayon Kudus Kota dengan sasaran penelitian para pelanggan listrik prabayar sebanyak 100 orang responden, terdiri dari 90 pelanggan rumah tangga, 8 pelanggan bisnis, dan 2 pelanggan kategori sosial. Penelitian dilakukan menggunakan metode kuantitatif deskriptif dengan pendekatan survei. Variabel yang digunakan yaitu Kepuasan Pelanggan Program Listrik Prabayar yang terdiri dari lima dimensi, yaitu: keandalan (reliability), cepat tanggap (responsiveness), jaminan (assurance), empati (emphaty), dan bukti langsung (tangibles). Teknik pengambilan sampel menggunakan teknik multistage random sampling. Metode pengumpulan data menggunakan kuesioner, observasi, dan dokumentasi. Pengujian validitas data menggunakan korelasi Product Moment, dan reliabilitas data menggunakan teknik Alpha Cronbach. Teknik analisis data menggunakan distribusi frekuensi dan interpretasi data. Hasil penelitian menunjukkan bahwa pelanggan merasa “puas” terhadap adanya program listrik prabayar. Kelima dimensi dalam penelitian ini secara keseluruhan menunjukkan nilai yang positif terhadap kepuasan pelanggan program listrik prabayar. Seluruh item pertanyaan juga menunjukkan hasil yang positif. Para responden secara garis besar merasa puas terhadap program listrik prabayar. Meskipun demikian, masih ada beberapa hal yang harus diperhatikan. PLN perlu melakukan sosialisasi lebih lanjut mengenai kelebihan dan kelemahan program listrik prabayar sehingga pelanggan lebih mengerti dan tidak merasa terbebani dengan inovasi PLN tersebut.

Kata Kunci: kepuasan pelanggan, listrik prabayar, keandalan, cepat tanggap, jaminan, empati, bukti langsung.

SUMMARY
Prepaid electricity is an inovation from PLN where customer paid some money before to buy amounts of electicity powers they will use. Thus, each prepaid customers will able to control the amounts of electricity powers that they use theirself concordance to their own needs and capabilities. Prepaid electricity program has been applied in Rayon Kudus Kota since 2010 and always has significantly escalated in the term of quantity of its customers each years. The significant escalation proved that citizens have huge interest about the program, in addition to PLN’s policy which obliged every new customers to utilize prepaid
electricity right away at the first place. Therefore, it is necessary to conduct a research to study about customer satisfaction of that prepaid electricity program. Locus of this research was conducted in the area of PT. PLN (Persero) Rayon Kudus Kota with prepaid electricity customers as research target. This research has 100 respondents, consists of 90 repondents from household category, 8 respondents from bussiness category, and 2 respondents from social category. This research was using quantitative descriptive method with survey approach. Variable used was Customer Satisfaction of Prepaid Electicity Program which consists of five dimentions, named: reliability, responsiveness, assurance, emphaty, and tangibles. Sampling technic was using multistage random sampling. Data was collected from questionnaire, observation, and documentation. Data validity was examined using Product Moment correlation, and data reliability was examined using Alpha Croanbach technic. Data then analyzed by frequency distribution and data interpretation. The result of this research showed that customers feel “SATISFIED” about prepaid electricity program. All five dimentions in this research overall showed high percentage of customer satisfactory about prepaid electricity program. So do all items in questionnaire. Respondents generally feel satisfied about prepaid electricity program. But, there are some trivial things that should be noted. PLN should have done further explanation about prepaid electricity’s pros and cons so that customers would be understand more and would not feel forced to use it.

Keywords: Customer satisfaction, prepaid electricity, reliability, responsiveness,
assurance, emphaty, tangibles.

Keywordsbukti langsung, cepat tanggap, empati, jaminan, keandalan, Kepuasan Pelanggan, listrik prabayar
Citation Key3237
You are here