ANALISIS KUALITAS LAYANAN PROGRAM LISTRIK PINTAR (PRABAYAR) DI PT.PLN (PERSERO) PEKANBARU

Alfian Saputra, Febri Yuliani

Abstract


The Service Quality Analysis of PT. PLN Indonesia (Persero) (A Case Study in
Program Quality Smart Electricity (Prepaid) at PT.PLN (Persero) Pekanbaru).
This research aimed to describe the service quality of PT. PLN Indonesia
(Persero) Pekanbaru in the program quality smart electricity (prepaid) and to
determine the factors inhibiting the program quality of smart electricity. The
method used in this research is descriptive qualitative research in order to obtain a
comprehensive overview and in-depth based on interviews with informants and
direct observation. The results showed that the services provided by PT. PLN
Indonesia (Persero) Pekanbaru can be said to be good, but there is still a small
portion that is considered not optimal. Factors that hinder the Smart Electricity,
namely: 1) Available tool and infrastructure; 2) Technical constraint field; 3)
Perception of Public; and 4) lack of socialization.
Keyword: Service Quality, PT. PLN Indonesia (Persero), Smart Electricity

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