ANALISIS KEPUASAN PELANGGAN PLN SESUDAH MENJADI PELANGGAN LISTRIK PRABAYAR
DOI:
https://doi.org/10.22441/jimb.v2i2.3703Abstract
Kepuasan konsumen dianggap sebagai suatu tanggapan emosional pada evaluasi terhadap pengalaman
konsumsisuatuprodukataujasa.Kepuasankonsumenmerupakanevaluasipembelidimanaalternatifyang
dipilih sekurangkurangnya sama atau melampaui harapan pelanggan, sedangkan ketidakpuasan timbul
apabila hasil tidak memenuhi harapan. Oleh karena itu perusahaan listrik negara dalam memberikan
kepuasan lebih terhadap pelayanannya haruslah selalu memperbaiki dan mengevaluasinya, salah satunya
adalah dengan cara mengeluarkan Produk Baru yang berupa Listrik Prabayar. Hasil penelitian dengan
menggunakan 100 responden, ternyata kepuasan pelanggan setelah menjadi pelanggan PLN Prabayar
tidaklah lebih memuaskan dibandingkan pada saat mereka masih menggunakan PLN Pascabayar, hal ini
menunjukkan bahwa masih banyak perbaikan sistem dari PLN Prabayar baik dari sisi teknologi,
administrasi, sumber daya manusia dan alam bahkan hingga penentuan harga akhir yang harus dilempar
kemasyarakat, jika PLN tidak sanggup,maka kemungkinan perlu pihak lain untuk diberikan kesempatan
untukbekerjasamadalammemberikanproduklistrikdenganhargayanglebihekonomis.
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