Ervianti, Nuristi and Azna Abrory Wardana, S.H., M.H (2024) Analisis Kualitas Pelayanan Listrik Prabayar PT PLN (Persero) Unit Pelayanan Pelanggan (ULP) Malang Kota. Diploma thesis, Universitas Brawijaya.
Abstract
Peningkatan kualitas pelayanan listrik prabayar PT PLN (Persero) ULP Malang Kota adalah prioritas utama. Mengingat inovasi layanan ini baru diluncurkan oleh PLN. Namun, masih banyak masyarakat yang belum memahami sepenuhnya manfaat listrik prabayar, terutama masalah pengisian token, keterbatasan opsi dan kurangnya pemahaman teknologi. Oleh karena itu, peneliti melakukan analisis terkait kualitas pelayanan listrik prabayar. Metode penenelitian yang digunakan melalui pendekatan kualitatif dengan pengumpulan data secara observasi, wawancara, dan analisis efektif berdasarkan literatur. Hasil penelitian menunjukkan bahwa adanya beberapa keunggulanan dalam pelayanannya. Terutama dalam penampilan dan sikap pegawai, kehandalan, serta jaminan legal. Namun diperlukan beberapa perbaikan seperti lingkungan kantor, fleksibilitas layanan, keterbatasan SDM dan pemahaman pelanggan terhadap aplikasi PLN Mobile
English Abstract
Improving the quality of PT PLN (Persero) ULP Malang City prepaid electricity services is a top priority. Considering that this service innovation has just been launched by PLN. However, there are still many people who do not fully understand the benefits of prepaid electricity, especially the problem of topping up tokens, limited options and lack of understanding of technology. Therefore, researchers conducted an analysis regarding the quality of prepaid electricity services. The research method used is a qualitative approach with data collection through observation, interviews and effective analysis based on literature. The research results show that there are several advantages in the service. Especially in the appearance and attitude of employees, reliability, and legal guarantees. However, several improvements are needed, such as the office environment, service flexibility, limited human resources and customer understanding of the PLN Mobile application
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 052417 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Listrik Prabayar, Sikap Pegawai-Service Quality, Prepaid Electricity, Employee Attitude |
| Divisions: | Program Vokasi > D3 Administrasi Bisnis |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 09 Aug 2024 06:35 |
| Last Modified: | 09 Aug 2024 06:35 |
| URI: | http://repository.ub.ac.id/id/eprint/223666 |
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