Analisis Kualitas Produk Listrik Prabayar Terhadap Kepuasan Pelanggan PT. PLN (Persero) APJ Surakarta

FAUZHI WAHYU, AHCMAD (2018) Analisis Kualitas Produk Listrik Prabayar Terhadap Kepuasan Pelanggan PT. PLN (Persero) APJ Surakarta. Other thesis, UNIVERSITAS SEBELAS MARET.

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    ABSTRACT QUALITY ANALYSIS OF PUBLIC ELECTRICTY PRODUCTS TO CUSTOMER SATISFACTION PT. PLN (PERSERO) APJ SURAKARTA AHCMAD FAUZHI WAHYU PUTRA F3215004 Electricity is a very important and dominant need for humans for everyday life. Electricity supply companies in Indonesia and only one of the largest power providers for the community are PT. PLN. As state-owned companies should always improve the quality of products they sell the electricity for user satisfaction. Therefore, PT. PLN innovates by making electric or prepaid electrical products smart. The purpose of this study was to determine how the quality of electricity products prepaid PT. PLN (Persero) APJ Surakarta to the satisfaction of its customers, so what products offered is according to the wishes of customers and customers are satisfied with the quality of prepaid electricity products. This research was conducted at PT. PLN (Persero) APJ Surakarta using descriptive method. The data source comes from the primary data by the survey using questionnaires and secondary data from books, as well as company data. This research with purposive technique. Based on the analysis of 100 respondents from 8 dimensions of product quality that is performance, features, reability, conformance, durability, serviceability, aesthetics, and fit and finish. The results obtained by the majority of 78.81% of respondents provide good value on the quality of electricity products prepaid. Based on the results of research advice given to PT. PLN (Persero) APJ Surakarta is to always maintain the quality of its products and more improved quality of prepaid electricity products for customer satisfaction as well as being a superior and good company for its customers Keywords : Product Quality, Customer Satisfaction

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HB Economic Theory
    Divisions: Fakultas Ekonomi dan Bisnis > D3 - Manajemen Pemasaran
    Depositing User: Kuni Nur Aini
    Date Deposited: 26 Jul 2018 11:17
    Last Modified: 26 Jul 2018 11:17

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