STUDI MENGENAI KUALITAS PELAYANANPLN UPJ SEMARANG SELATAN
The demands of society will excellent service currently forcing service
providers to put, in the sense that the procedures/procedures for service held
easily, smoothly, quickly and not convoluted as well as easy to understand and
implement. If the concept of prima service can be realized and understood by
every apparatus of Government in each of the establishments, our country will
surely achieve good corporate governance that is clean, responsive, and
accountable. PLN is one sector of public services is precisely the current lot get
spotlight communities including PLN UPJ Semarang Selatan. In the middle of the
competition so early, PLN UPJ Semarang Selatan sued for satisfaction service so
that customers are satisfied and will survive for the subscribe. The purpose of this
research knowing how big the quality of service given to the PLN UPJ Semarang
Selatan to customers of the 5 variables that is physical evidence, responsiveness,
reliability, security and empathy.
This research uses a type of descriptive research, data collected consists of
primary and secondary data by using quantitative analysis consists of test
validity, reliability and analysis of average. The continued importance of
Performance Analysis. The population in this research is a public subscription
with PLN. Samples in the study of 100 people. Method of data collection using the
questionnaire.
Results of the analysis show that physical evidence: variables obtained an
overall average of 3.96 lies in the interval-3.01 then 4.00 physical evidence of
service quality of PT PLN UPJ Semarang South entry categories and average
customer satisfaction 95,73% showing very satisfactory. The overall reliability of
the variables obtained an average of 3,87 is interval-3.01 then 4.00 service
quality reliability of PT PLN UPJ Semarang South entry categories and average
customer satisfaction 90,98% showing very satisfactory. Variable overall
responsiveness Gets an average of 3,87 is interval-3.01 then 4.00 service quality
responsiveness of PT PLN UPJ Semarang South entry categories and average
customer satisfaction 90,70% showing very satisfactory. Variable overall
assurance obtained an average of 3.67 lies in the interval-3.01 then 4.00 service
quality assurance PT. PLN UPJ Semarang South entry categories and average
customer satisfaction 85,97% showing very satisfactory. Variable empathy as a
whole Gets an average of 3,79 is interval-3.01 then 4.00 service quality of
empathy PT. PLN UPJ Semarang South entry categories and average customer
satisfaction 89,18% showing very satisfactory. The level of quality of the UPJ
Semarang Selatan is PLN on the percentage of good quality (quality) and a very
satisfying level of customer satisfaction.