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All Journal Valid Jurnal Ilmiah Journal Ilmiah Rinjani : Media Informasi Ilmiah Universitas Gunung Rinjani Valid Jurnal Pengabdian Akuntabel: Jurnal Ilmiah Akuntansi ShariaBiz International Journal of Economics and Business
M. Wahyullah
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Journal : Valid Jurnal Ilmiah

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Analisis Indeks Kepuasan Masyarakat (IKM) Terhadap Kualitas Pelayanan Pada PT. PLN (Persero) Mustamin; Nazwin, Asfarony Hendra; M. Wahyullah
Valid: Jurnal Ilmiah Vol. 22 No. 2 (2025): Valid Jurnal Ilmiah - Edisi Januari-Juni 2025
Publisher : Sekolah Tinggi Ilmu Ekonomi AMM

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Abstract

This study aims to measure the level of public satisfaction with the quality of service provided by PT. PLN (Persero), using the Sape Customer Service Unit in Bima Regency as a case study. Employing a survey method with a questionnaire as an instrument, this research analyzes nine aspects of service, including facilities and infrastructure, employee behavior, and service completion time. The data analysis technique used questionnaire data with a Customer Satisfaction Survey (CSS) analysis based on the Indonesian Minister of Administrative and Bureaucratic Reform Regulation No. 14 of 2017. The results show that overall, from the nine service elements, the Public Satisfaction Index for PLN Sape services is categorized as Good with a conversion value of 80.08%. The most satisfying aspect is facilities and infrastructure with a conversion value of 85.25%, while the lowest is employee behavior at 76.75%, making it the most dominant factor influencing the level of satisfaction. These findings provide recommendations for PLN management to improve the quality of service to meet public expectations and increase customer satisfaction. This study is expected to serve as a reference for further studies on public satisfaction with electricity services.
Co-Authors Abda Abda Agusfianto, Nendy Pratama Amrul, Rusli Aulia Rizki Baehaki Syakbani Baiq Deria Ayuning Fatika Baiq Ertin Helmida Desta Ramdasari Dina Salsabilla Elvina Setiawati Fariantin, Erviva Febriantina Istiharoh Galuh Ratna Mutia I Made Murjana I Nengah Arsana Ida Ayu Nursanty Ida Bagus Kediri Wibawa Putra Kisnawati, Baiq Muhammad Alamsyah Mustamin Nazwin, Asfarony Hendra Nurazlinda Nursanty, Ida Ayu Oktaviana Dinistri Putri Reno Kemala Sari Reva Faturachman Soetrisno ROSYIA WARDANI Ulfiyani Asdiansyuri Yusi Faizathul Octavia