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All Journal JISIP: Jurnal Ilmu Sosial dan Pendidikan GANEC SWARA
Marhaeni, Kadek Eni
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ANALISIS KEPUASAN PELANGGAN PADA PT. PLN (PERSERO) ULP KARANGASEM MENGGUNAKAN METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) WINADRI, NI KETUT ANDI; PASEK, I KETUT; MARHAENI, KADEK ENI
GANEC SWARA Vol 18, No 3 (2024): September 2024
Publisher : Universitas Mahasaraswati K. Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35327/gara.v18i3.976

Abstract

This research aims to analyse the level of customer satisfaction at PT. PLN (Persero) ULP Karangasem. This research was conducted on customers of PT. PLN (Persero) ULP Karangasem with a total sample of 125 respondents, where the sampling technique used was purposive sampling. The results of calculating the average importance obtained an average value of 4.37, while performance had an average value of 4.35, Based on the analysis of the gap between importance and performance, there were 20 indicators that had a negative value, which means the level of customer satisfaction was in the less satisfied category, so it needed to be improved. Based on the Importance Performance Analysis diagram, there are 8 indicators that are included in quadrant A, including if there is an error in recording the electricity account, it will be re-checked as soon as possible (R4), billing information according to usage (R5), officers respond well to customer questions (RS2), officers are ready to serve customers (RS4), information conveyed by officers is clear, correct, and consistent (A2), provide certainty of action after customers report complaints (A5), officers understand specific needs customers (E1), ensuring customers leave satisfied (E4).
Analysis of Employee Performance Levels in the Commercial Operation Unit of PT. Angkasa Pura 1 I Gusti Ngurah Rai Airport Branch Office Arimbawa, I Putu Angga; Gede, I Gusti Ketut; Marhaeni, Kadek Eni
JISIP: Jurnal Ilmu Sosial dan Pendidikan Vol 8, No 4 (2024): JISIP (Jurnal Ilmu Sosial dan Pendidikan) (November)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/jisip.v8i4.7377

Abstract

In a company, there are several factors that can make the company achieve its goals, one of which is human resources (HR), namely employees. Good quality human resources will have a good impact on the company and can encourage the company to move for the better. PT Angkasa Pura I (Persero) is a State-Owned Enterprise (BUMN) company which operates in the airport services business. Based on data, the total average absence for the last 6 months was 4.37%. Because it exceeds 3%, it is categorized as high. This means that the higher the level of employee absenteeism, the lower the level of employee performance. So, the aim of this research is to determine the level of employee performance and efforts to improve employee performance in the Commercial Operation Unit of PT. Angkasa Pura 1 I Gusti Ngurah Rai Airport Branch Office. The limitation of this research is only to determine the level of employee performance and efforts to improve employee performance. The analytical method used is a qualitative descriptive data analysis method.  Qualitative descriptive analysis can take the form of observations, interviews, or questionnaires. The results of the research are an analysis of employee performance levels at the Commercial Operation Unit of PT Angkasa Pura I I Gusti Ngurah Rai Airport Branch Office seen from the five indicators, namely work quantity, work quality, timeliness, work discipline and ability, showing that the employee's performance level can be said to be very good. , with a percentage of between 80%-100%. The indicator that has the highest percentage value of employee performance level is quality of 92%, while the indicator that has the lowest percentage value of employee performance is attendance of 89.50%.
Co-Authors Arimbawa, I Putu Angga Gede, I Gusti Ketut Pasek, I Ketut WINADRI, NI KETUT ANDI