JAMALUDIN, JAMALUDIN (2022) ANALYSIS OF MEASUREMENT OF PLN MOBILE QUALITY SERVICE TOWARD CUSTOMER SATISFACTION USING THE SERVQUAL METHOD AT PT. PLN (PERSERO) RAYON KAYUAGUNG. Undergraduate Thesis thesis, UIN RADEN FATAH PALEMBANG.
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Abstract
Improving the quality of service is important and must be a concern for every organization, especially the quality of service at the state electricity company. One of PLN's services uses the PLN Mobile service, this study aims to evaluate the existing PLN Mobile services in an effort to improve the quality of its services. The Service Quality method used in this study is considered appropriate because it focuses on five dimensions, namely: Tangibles, Reliability, Responsiveness, Assurance, and Empathy, as well as calculating the perceived value and expectations of the service. The data of this research were obtained from 276 respondents in Perumnas Lestari Permai Sukadana Village, Kayuagung by using a questionnaire. The results of this study resulted in a service quality value of 0.39. These results stated that they had almost fully met the expectations of service users, but there were still services that did not meet the expectations of service users, therefore service quality needed to be improved. This research is expected to provide input for PT. PLN Persero Rayon Kayuagung to improve service quality in the future and can provide satisfactory service to PLN Mobile service users.
| Item Type: | Thesis (Undergraduate Thesis) |
|---|---|
| Uncontrolled Keywords: | Service Quality Analysis, PLN Mobile, Service Quality (Servqual) |
| Subjects: | Sains dan Teknologi > Sistem Informasi |
| Divisions: | Fakultas Sains dan Teknologi > 57201 - Sistem Informasi |
| Depositing User: | UPT PERPUSTAKAAN #3 |
| Date Deposited: | 12 Apr 2022 04:52 |
| Last Modified: | 12 Apr 2022 04:52 |
| URI: | http://repository.radenfatah.ac.id/id/eprint/20200 |
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