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KARYA ILMIAH
ANALISA KEPUASAN PELANGGAN LISTRIK PT PLN (PERSERO) DISTRIBUSI BALI
ANAK AGUNG GEDE MAHARTA PEMAYUN NIP. 1965012311993031016
JURUSAN TEKNIK ELEKTRO DAN KOMPUTER FAKULTAS TEKNIK UNIVERSITAS UDAYANA KAMPUS BUKIT JIMBARAN - BALI 2016
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ABSTRAK ANALISA KEPUASAN PELANGGAN PT PLN (PERSERO) DISTRIBUSI BALI Banyaknya perusahaan BUMN yang berusaha untuk meningkatkan kualitas pelayanan yaitu dengan mengadakan fasilitas call center atau hotline service, layanan satu atap handing complaint, kecepatan dalam melayani dan sikap ramah adalah bentuk upaya mereka dalam rangka meningkatkan kualitas layanan pelanggan. Harapannya, tentu saja supaya pelanggan puas. Perusahaan Listrik Negara (PLN), PLN (Persero) merupakan badan usaha milik negara (BUMN) yang bergerak dalam bidang kelistrikan di Indonesia. PLN (Persero) mempunyai tugas sebagai pengelola transmisi, operasi sistem dan transaksi tenaga listrik dengan kualitas pelayanan setara kelas dunia, yang mampu memenuhi harapan stakeholder, dan memberikan kontribusi dalam peningkatan kesejahteraan masyarakat. Oleh karena itu PLN harus mampu memberikan pelayanan yang sebaik-baiknya kepada masyarakat dari pelosok desa hingga ke kota besar Metode yang digunakan dalam penelitian ini antara lain metode observasi dan olah data statistik. Metode observasi yaitu dilakukan dengan pengamatan langsung, membagikan kuesioner penelitian kepada responden. Sedangkan olah data statistik yaitu dengan mengolah data hasil penilaian responden berdasarkan tingkat yang dirasakan dan diharapkan dengan uji validitas, uji reliabilitas, importance performance analysis, pembuatan diagram kartesius, dan analisis gap (tingkat kesenjangan). Dari hasil analisis peringkat kinerja dari kualitas pelayanan listrik yang mendapat urutan tertinggi yaitu 4,22 adalah kemudahan pembayaran rekening listrik, sedangkan tingkat kualitas pelayanan terendah yaitu 2,86 adalah kecepatan kedatangan petugas. Dari Peringkat kepentingan kualitas pelayanan listrik yang mendapat urutan tertinggi yaitu 4,96 adalah kejelasan dan kemudahan prosedur PB/PD/PS,sedangkan tingkat kepentingan pelayanan terendah yaitu 4,3 adalah layanan migrasi dari pascabayar ke prabayar. Kata kunci : Kepuasan pelanggan, importance performance analysis
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ABSTRACT ANALYSIS OF CUSTOMER SATISFACTION PT PLN DISTRIBUTION BALI The number of state-owned enterprises that seek to improve the quality of service is with call center facilities or hotline services, one-stop service complaint handing, speed in the service and friendly attitude is a form of their efforts in order to improve the quality of customer service. The hope, of course, so that the customer is satisfied. State Electricity Company (PLN), PLN (Persero) is a stateowned enterprise (SOE) is engaged in the field of electricity in Indonesia. PLN (Persero) has duties as the manager of the transmission, system operation and power transactions with world-class service quality equivalent, which is able to meet the expectations of stakeholders, and contribute to improving the welfare of society. Therefore, PLN should be able to provide the best possible service to the people of remote villages to the big cities The method used in this study include observational methods and statistical data processing. Observation method is done by direct observation, research questionnaires distributed to respondents. While the statistical data processing is to process the data from the respondents' assessment based on the level of perceived and expected to test the validity, reliability testing, importance performance analysis, charting Cartesian, and gap analysis (inequality). From the analysis performance rating of the quality of electric service that gets the highest order of 4.22 is the ease of payment of electricity bills, while the lowest level of service quality that is speed of 2.86 officers arrival. Rating interests of quality electrical service gets the highest order of 4.96 is the clarity and ease of the procedure PB (new pairs) / PD (power changes) / PS (temporary connecting), while the lowest rate of interest at 4.3 service is a service migration from postpaid to prepaid. Keywords : Customer satisfaction, importance performance analysis
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DAFTAR ISI Halaman
SAMPUL DALAM................................................................................................ i ABSTRAK ........................................................................................................... ii ABSTRACT......................................................................................................... iii DAFTAR ISI........................................................................................................ iv DAFTAR TABEL............................................................................................... vii DAFTAR GAMBAR ......................................................................................... viii BAB I PENDAHULUAN..................................................................................... 1 1.1 Latar Belakang .................................................................................... 1 1.2 Rumusan Masalah ............................................................................... 3 1.3 Tujuan Penelitian ................................................................................ 3 1.4 Manfaat Penelitian .............................................................................. 4 1.5 Batasan Masalah ................................................................................. 4 ` 1.6 Sistematika Penulisan ......................................................................... 5 BAB II TINJAUAN PUSTAKA 6 2.1 State of The Art Review ...................................................................... 6 2.2 Jasa...................................................................................................... 8 2.2.1 Pemasaran Jasa ......................................................................... 9 2.2.2 Kwalitas Pelayanan................................................................. 10 2.2.3 Elemen Kwalitas Pelayanan.................................................... 12 2.3 Kepuasan Pelanggan ......................................................................... 14 2.3.1 Model Pengukuran Kepuasan Pelanggan ............................... 16 2.4Analisis Importance Performance ..................................................... 18 BAB III METODE PENELITIAN .................................................................... 22 3.1 Lokasi dan Waktu Penelitian ............................................................ 22 3.2 Metode Pengumpulan Data............................................................... 22 3.3Sumber dan Jenis Data Penelitian...................................................... 22 3.4Populasi dan Sampel .......................................................................... 23 3.5 Metoda Analisis Data........................................................................ 24 3.6 Langkah Pengujian Menggunakan Software SPSS .......................... 27 3.6.1 Melakukan Uji Validitas......................................................... 27 3.6.2 Melakukan Uji Reliabilitas..................................................... 30 3.6.2 Importance PerformanceAnalysis........................................... 30 3.7Alur Analisis ...................................................................................... 32 BAB IV HASIL DAN PEMBAHASAN ........................................................... 33 4.1 Gambaran Umum Responden ........................................................... 33 4.1.1 Diskripsi Responden Berdasarkan Jenis Kelamin .................. 33 4.1.2 Diskripsi Responden Berdasarkan Umur................................ 34 4.1.3 Diskripsi Responden Berdasarkan Daya Terpasang............... 34 4.2 Deskripsi Hasil Tanggapan Responden ............................................ 35 4.2.1 Deskripsi Variabel Bukti Fisik ............................................... 35 4.2.2 Deskripsi Variabel Keandalan ................................................ 38 4.2.3 Deskripsi Variabel Daya Tanggap.......................................... 40 v
4.2.4 Deskripsi Variabel Jaminan.................................................... 42 4.2.5 Deskripsi Variabel Empati...................................................... 45 4.2.6 Deskripsi Variabel Kepuasan Pelanggan................................ 47 4.3 Analisis Data ..................................................................................... 50 4.3.1 Uji Validitas dan Realibilitas.................................................. 50 4.3.1.1 Uji Validitas .................................................................... 50 4.3.1.2 Uji Reabilitas .................................................................. 52 4.3.1.1 Uji Normalitas................................................................. 53 4.4 Analisis Importance - Performance.................................................. 53 4.4.1 Urutan Peringkat Tingkat Kepentingan dan Tingkat Kinerja . 62 4.4.2 Analisa Gap ( Tingkat Kesenjangan )..................................... 64 BAB V PENUTUP ............................................................................................. 67 5.1 Simpulan ........................................................................................... 67 5.2 Saran ................................................................................................ 68 DAFTAR PUSTAKA ......................................................................................... 69 LAMPIRAN ..................................................................................................... 72
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DAFTAR TABEL Halaman
4.1 Jenis Kelamin................................................................................................ 33 4.2 Umur Responden .......................................................................................... 34 4.3 Daya Terpasang Responden.......................................................................... 34 4.4 Tanggapan Responden tentang Kontinyuitas Listrik)................................... 36 4.5 Tanggapan Responden tentang kestabilan tegangan..................................... 36 4.6 Tanggapan Responden tentang Keterbuakaan informasi perhitungan Tagihan ........................................................................................... 37 4.7 Tanggapan Responden tentang Kemudahan menghubungi dan kecepatan respon petugas gangguan ............................................................ 38 4.8 Tanggapan Responden tentang Lamanya padam dan pemuliahan ............... 39 4.9 Tanggapan Responden tentang Kecepatan pelaksanaan PB/PD/PS ............. 40 4.10 Tanggapan Responden tentang kecepatan mengatasi gangguan................. 41 4.11 Tanggapan Responden tentang pelayanan permohonan PB/PD/PS ....... 41 4.12 Tanggapan Responden tentang kejelasan dan kemudahan prosedur PB/PD/PS .......................................................................................................... 42 4.13 Tanggapan Responden tentang UPJ PLN Bali tentang sikap petugas PLN .................................................................................................................. 43 4.14 Tanggapan Responden tentang UPJ PLN Bali tentang kemudahan pembayaran listrik............................................................................................... 43 4.15 Tanggapan Responden tentang kemudahan menghubungi call center ........................................................................................................... 44 4.16 Tanggapan Responden tentang kemudahan memahami informasi............ 45 4.17 Tanggapan Responden tentang layanan tambahan gratis ........................... 45 4.18 Tanggapan Responden tentang pelayanan prabayar dari UPJ PLN Bali...................................................................................................... 46 4.19 Tanggapan Responden tentang tentang layanan migrasi dari pasca bayar ke pra bayar ............................................................................................... 47 4.20 Tanggapan Responden tentang UPJ PLN Bali mengenai kecepatan merespon keluhan pelanggan .............................................................................. 48
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4.21 Tanggapan responden terhadap UPJ PLN Bali tentang kecepatan kedatangan petugas ........................................................................................... 48 4.22 Tanggapan Responden tentang kemudahan memahami perhitungan tagihan rekening listrik ..................................................................................... 49 4.23 Tanggapan Responden tentang keterbukaan biaya layanan PB/PD/PS melaui media : Web/ brosur/ call center/ banner/ sms/ radio/ media cetak 50 4.24 Hasil Uji Validitas...................................................................................... 51 4.25 Hasil Uji Reliabilitas................................................................................... 52 4.26 Penilaian Responden Berdasarkan Tingkat Kepentingan Terhadap Seluruh Variable Penentu Kualitas Pelayanan PT.PLN Distribusi Bali. ...................................................................................... 54 4.27 Penilaian Responden Berdasarkan Tingkat Kinerja Terhadap Seluruh Variabel Penentu Kualitas Pelayanan Listrik PT.PLN Distribusi Bali ..................................................................................................... 55 4.28 Urutan Peringkat Tingkat Kepentingan Dari Dimensi Kualitas Pelayanan Listrik PT.PLN Distribusi …………………………………………. 59 4.29 Urutan Peringkat Tingkat Kinerja Dari Dimensi Kualitas Pelayanan Listrik PT.PLN Distribusi Bali ........................................................................... 60
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DAFTAR GAMBAR Halaman
2.1.
Diagram Kartesius ImportancePerformance Analysis............................ 20
3.1.
Diagram Kartesius ImportancePerformance Analysis............................ 26
3.2.
Tampilan awal SPSS............................................................................... 27
3.3.
Tampilan variabel view SPSS................................................................. 29
3.4.
Tampilan scatter/Dot pada SPSS............................................................ 31
3.5.
Alur Analisis ........................................................................................... 32
4.1.
Grafik Normal Probabilty Plot .............................................................. 53
4.2.
Matrik Importance-Performance dari variable-variabe penentu
kualitas pelayanan listrik PT.PLN Distribusi Bali .............................................. 56
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