ANALISIS KEANDALAN SISTEM PT PLN AP BALI UTARA DENGAN METODA SERVQUAL

Analysis of customer satisfaction on service quality is a necessity for every company. It is intended to determine the level of performance and expectation that has been given by management and as an evaluation for future performance improvement. This study aimed to analyze five dimensions that can affect customer satisfaction of PT PLN AP Bali Utara, i.e: Reliability, Responsivity, Assurance, Empathy, and Tangibility using Servqual method. Based on the results of a performance study of PT PLN AP Bali Utara on household customers, there is still considerable gaps between performance and expectation of customers of PT PLN AP Utara, i.e: Reliability of 1.48, Responsivity of 1.32, Assurance of 1.23, Empathy of 1.15, and Tangibility of 0.98. Management must improves the quality of services including power outage, notification of blackout, easy given and understandable information, employees existence, queues to pay electricity bills, and attention to customers.