Jurnal Penyuluhan
Vol 6, No 2 (2010): Jurnal Penyuluhan

PERSEPSI PELANGGAN TERHADAP KUALITAS PELAYANAN PUBLIK PERUSAHAAN LISTRIK NEGARA (PLN) UNIT PELAYANAN DAN JARINGAN (UPJ) BEKASI KOTA

Dessianyanthi, Dahlia (Unknown)
Hubeis, Aida Vitayala S. (Unknown)



Article Info

Publish Date
23 Mar 2016

Abstract

Public service is one form of the state apparatus functions as a public servant as well as aservant of the state. Seeing an increasingly competitive business world today, the company thatprovide public service need to change their customer services into a profit center. The quality ofservice provides an important link between the company and customers, also can help to push thecompany to achieve their goals and give positive image. Companys image depends on how thecompany give their services to the customer. Companies are required to constantly monitor publicperceptions or opinions about the company, through its institutional functions of Public Relation (PR).The purpose of this research is to analyze the customers perception of the quality of public services atPLN UPJ Bekasi Kota, and the relationship between the internal and external factors with thecustomers perception of public services at PLN UPJ Bekasi Kota. The results of this research showthe customer’s perception on the quality of public services at PLN UPJ Bekasi Kota is good with theaverage score equal to 3.86. Correlation test showed that there are five significant correlation, whichis the relationship between education level and assurance, education level and responsiveness,education level and tangibles, income level and tangibles, and the frequency of respondents callingand responsiveness.Keywords: Public Service, Quality of Service, PLN

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Journal Info

Abbrev

jupe

Publisher

Subject

Agriculture, Biological Sciences & Forestry

Description

Jurnal Penyuluhan diterbitkan dalam rangka mengkomunikasikan hasil-hasil penelitian tentang pengembangan kapasitas manusia di berbagai bidang, di aras mikro, messo, dan makro. Peneliti, pelaku bisnis, pemegang kebijakan, akademisi, penyuluh, dan peminat pengembangan ilmu dan aspek praktis dalam ...