ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANANDENGANMENGGUNAKANMETODE SERVQUAL DAN SIX SIGMA DMAIC ( STUDI KASUS : PT. PLN ULP SEDAYU )

Aditya Pratama Putra, NIM.: 19106060030 (2023) ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANANDENGANMENGGUNAKANMETODE SERVQUAL DAN SIX SIGMA DMAIC ( STUDI KASUS : PT. PLN ULP SEDAYU ). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

The use of service quality has a significant impact on customer satisfaction, if the quality of service provided is not in accordance with client expectations, the customer will be disappointed. After making observations in the Sedayu Subdistrict community, there are still many residents who are not satisfied with the services of PLN ULP Sedayu. And according to the assessment on google review, it is known that the value of the satisfaction level is still low, only getting 1.8 stars out of a total of 5 stars or can be calculated with a percentage of only 36% satisfaction index. Several ministerial decrees have existed to measure service quality based on customer satisfaction, one of which is the "Guidelines for Preparing the Public Satisfaction Index for Government Agency Service Units". Therefore, to be able to provide good service quality, PLN ULP Sedayu must conduct an evaluation in improving the quality of customer service. This research uses the Six Sigma method of Define, Measure, Analyze, Improve, and Control (DMAIC) stages and the Service Quality (Servqual) method. Based on the results of the analysis using the Servqual method, it is known that each service attribute has a gap value smaller than zero, which indicates a gap between expectations and the reality desired by customers. So it can be concluded that customers are less satisfied with the services provided by PT PLN ULP Sedayu. After identifying the service quality attributes that are prioritised for improvement, four attributes are obtained which according to customers are less satisfying, namely K6 (Alertness of officers in handling electrical disturbances), K9 (The number of power outages does not exceed what has been informed), K10 (The time of power outages does not exceed what has been informed), and K11 (PLN always provides information before blackouts).

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