Kualitas Pelayanan Terhadap Kepuasan Pelanggan Listrik PT.PLN (PERSERO) Distribusi Bali.
i
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
ii
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
iii
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
iv
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
vi
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
vii
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
4.29 Urutan Peringkat Tingkat Kinerja Dari Dimensi Kualitas Pelayanan
. 59
Listrik PT.PLN Distribusi Bali ........................................................................... 60
viii
DAFTAR GAMBAR
Halaman
2.1.
Diagram Kartesius ImportancePerformance Analysis............................ 20
3.2.
Tampilan awal SPSS............................................................................... 27
3.4.
Tampilan scatter/Dot pada SPSS............................................................ 31
3.1.
3.3.
3.5.
4.1.
4.2.
Diagram Kartesius ImportancePerformance Analysis............................ 26
Tampilan variabel view SPSS................................................................. 29
Alur Analisis ........................................................................................... 32
Grafik Normal Probabilty Plot .............................................................. 53
Matrik Importance-Performance dari variable-variabe penentu
kualitas pelayanan listrik PT.PLN Distribusi Bali .............................................. 56
ix
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
ii
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
iii
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
iv
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
vi
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
vii
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
4.29 Urutan Peringkat Tingkat Kinerja Dari Dimensi Kualitas Pelayanan
. 59
Listrik PT.PLN Distribusi Bali ........................................................................... 60
viii
DAFTAR GAMBAR
Halaman
2.1.
Diagram Kartesius ImportancePerformance Analysis............................ 20
3.2.
Tampilan awal SPSS............................................................................... 27
3.4.
Tampilan scatter/Dot pada SPSS............................................................ 31
3.1.
3.3.
3.5.
4.1.
4.2.
Diagram Kartesius ImportancePerformance Analysis............................ 26
Tampilan variabel view SPSS................................................................. 29
Alur Analisis ........................................................................................... 32
Grafik Normal Probabilty Plot .............................................................. 53
Matrik Importance-Performance dari variable-variabe penentu
kualitas pelayanan listrik PT.PLN Distribusi Bali .............................................. 56
ix