JUMPA Vol. 4 No. 1, Feb 2017 ANALISIS KUALITAS PELAYANAN DENGAN MENGGUNAKAN METODE ANALISIS GAP PADA PT. PLN (PERSERO) RAYON BALEENDAH:

Ulfah Novianty Santosa STIE Y.A.I

doi:10.55963/jumpa.v4i1.89

Ulfah Novianty Santosa STIE Y.A.I

DOI: https://doi.org/10.55963/jumpa.v4i1.89

Keywords: Quality of Service,, Customer Perception,, Customer Expectations

Abstract

The number of complaints filed by customers on a state-owned company
making state-owned companies should be able to maintain and improve service quality.
No exception PT. PLN (Persero) as the state-owned company in the electricity sector. Not
only distribution office but branch offices should be able to maintain and improve the
quality of services, one of which is PT. PLN (Persero) Rayon Baleendah. This study aims
to determine whether there GAP atara customer perceptions and expectations on the
quality of services based on five dimensions of service quality, ie reliability,
responsiveness, assurance, empathy and tangibles to the PT. PLN (Persero) Rayon
Baleendah.This research uses descriptive quantitative method by using sampling
techniques with this type of sampling sampling nonprobability incidental. The data
collection is done by distributing questionnaires to 100 customers of PT. PLN (Persero)
Rayon Baleendah. The analysis technique used is descriptive analysis, Gap analysis and
science to map the graph of Gap analysis to serve as advice for the company. Based on the
results of this study found that the quality of services provided by PT. PLN (Persero)
Rayon Baleendah give a good perception, but when compared with the expectations of
customers, found their GAP 5 because customer expectations are higher than on the
customers' perception of service quality PT. PLN (Persero) Rayon Baleendah.