Service Quality and Customer Satisfaction: Improvement Strategies at PT PLN (Persero) Dinoyo Service Unit

Ahmad Ridwan Siregar; Arif  Hartono

doi:10.63922/ijebir.v5i04.5059

Ahmad Ridwan Siregar Department of Management, Department of Management, Faculty of Business and Economics University of Islam Indonesia, Indonesia
Arif Hartono Department of Management, Department of Management, Faculty of Business and Economics University of Islam Indonesia, Indonesia

DOI: https://doi.org/10.63922/ijebir.v5i04.5059

Keywords: Customer Satisfaction, Service Quality, SERVQUAL, Service Strategy, PT PLN (Persero) ULP Dinoyo

Abstract

This study aims to analyze customer satisfaction with the service quality of PT. PLN (Persero) ULP Dinoyo based on SERVQUAL dimensions and formulate service improvement strategies. Employing a qualitative descriptive approach, data were collected through in-depth interviews with five customers. Data analysis encompassed data reduction, coding, theme identification, data presentation, and conclusion drawing. The overall service quality of PT. PLN (Persero) ULP Dinoyo is satisfactory. Customers positively evaluated the tangibles (comfortable, clean, and adequate facilities), assurance (staff capability and professionalism), responsiveness (prompt handling of needs and complaints), and empathy (friendly, caring, and solution-oriented staff). However, the reliability dimension faces constraints, particularly regarding service completion timeliness that does not fully match the given estimates. Furthermore, digital services require enhancement to be faster and more flexible in meeting customer needs. Based on the findings, the proposed service improvement strategies include enhancing service timeliness, optimizing digital services, increasing service execution supervision, and maintaining quality in facilities, professionalism, and customer care.

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