Analisis kepuasan pelanggan dan hubungannya dengan karakteristik pelanggan listrik prabayar PT. PLN (Persero) area pelayanan jaringan Di Kota Bogor

Abstract

The times and technology increasingly encourage people to meet critical needs, in addition to basic needs such as food, clothing and shelter. Electricity is one of the important requirement that allows people to complete a job or daily activities. In addition to lighting as an energy source, electricity can also be converted into other energy sources that are useful to people's lives, such as thermal energy source and energy of sound. The need for electricity is increasing with population growth and urban development. The need for electrical energy source can be obtained through supply from state electricity company PT PLN (Persero). The research objective is (1) Identify the characteristics of household customers prepaid electricity company PT PLN (Persero) APJ Bogor, (2) analyze the importance and customer satisfaction on quality household electrical Create PT PLN (Persero) APJ (Service Area Network) Bogor, and (3) analyze the relationship between customer characteristics prepaid electricity company PT PLN (Persero) APJ Bogor satisfaction level. Sample with drawal by convenience sampling. Method of data collection through interviews with tools questionnaires to household electricity were prepaid customers who live in housing that is spread over an area of East Bogor rayon. The method of analysis used in the processing of the data is descriptive analysis, Importance Performance Analysis, Customer Satisfaction Index and Chi-squared test. Based on the survey results revealed the characteristics of prepaid electricity customers most customers gender 62% male with an age range 35-45 years 41%. Working as a private employee in the amount of 46%, revenues Rp2.500.000, - 5,000,000, - the length of the subscription for 1-2 years by 64%. Based on the results of research in getting results in a value of customer satisfaction through CSI method worth 91.43% were in the range of 0.80 to 1.00 which means so far the PT PLN APJ Bogor has been satisfying customers. Moreover, it can also be obtained through the method of science outcomes that need to be improved is the ease of purchase voucher, the hospitality and the courtesy officer receiving the complaint and provide the service and attitude of staff on reception complaints. Based on Chi-squared test showed that only the characteristics of customers who have a relationship with job satisfaction of the respondents it can be seen from the Khi-kuadrat value count> Khi-kuadarat table (28.225> 26.296) or the P value (Sig Asymp.) 0.03 > 0.05 then H1 is accepted.