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All Journal International Journal of Business and Quality Research Multidisciplinary Indonesian Center Journal
M.Oktaviannur
Bandar Lampung University
Religion Humanities Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Other

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Analysis of PT. Customer Service Quality. PLN (Persero) UP3 Tanjung Karang In Increasing Customer Loyalty Ketut Yudi Feryana; M.Oktaviannur
International Journal of Business and Quality Research Vol. 3 No. 01 (2025): January - March, International Journal of Business and Quality Research (IJBQR
Publisher : Citakonsultindo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63922/ijbqr.v3i01.1542

Abstract

The quality of customer service plays a crucial role in the success of an organization, especially in the energi supply sector such as PT. PLN (Persero). This research aims to analyze the role of human resource management (HR) in improving the quality of customer service at PT. PLN (Persero) Customer Service Implementation elemen (UP3) Tanjung Karang. The research method used was a pengamatan with a questionnaire distributed to employees and customers of PT. PLN (Persero) UP3 Tanjung Karang. The research results show that HR management has a significant impact on the quality of customer service. Factors such as recruitment, training, and employee development have a positive relationship with customer satisfaction. In addition, intern communication, employee motivation and reward systems also have an important role in improving employee performance and directly contributing to the quality of service provided to customers. This research contributes to the understanding of the close relationship between HR management and customer service quality in the context of the energi industry. The practical implications of this research can help PT. PLN (Persero) UP3 Tanjung Karang in optimizing HR management strategies to increase customer satisfaction and maintain competitiveness in the competitive energi market. The conclusions of this research provide a inti for similar companies to better understand the importance of the role of HR management in achieving strategic goals related to customer service quality.
DEVELOPMENT OF THE BRIKUDA BUSINESS MODEL AS AN ALTERNATIVE ENERGY SOURCE TO ENHANCE ECONOMIC VALUE USING THE BUSINESS MODEL CANVAS APPROACH Rio Firmansyah; M.Oktaviannur
Multidisciplinary Indonesian Center Journal (MICJO) Vol. 3 No. 1 (2026): Vol. 3 No. 1 Edisi Januari 2026
Publisher : PT. Jurnal Center Indonesia Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62567/micjo.v3i1.2259

Abstract

The global demand for energy continues to increase alongside population growth and rapid industrial development, while dependence on fossil fuels remains high. This presents challenges related to environmental degradation, carbon emissions, and concerns over long-term energy availability. Biomass-based alternative energy has emerged as one of the strategic solutions to support sustainable energy transitions, particularly in developing countries such as Indonesia. One potential biomass source that remains underutilized is horse manure, which can be processed into briquettes known as Brikuda. This study aims to analyze the potential of Brikuda as an alternative energy source and to develop a sustainable business model using the Business Model Canvas (BMC). A qualitative descriptive approach was employed, involving in-depth interviews, direct observations, and analysis of secondary data. The findings reveal that Brikuda has strong potential as a renewable fuel due to the abundant availability of horse manure in Bandar Lampung. It offers economic benefits, reduces environmental pollution, and supports local empowerment. The Business Model Canvas analysis shows that farmers and livestock breeders are the primary customer segments, while the value proposition emphasizes affordability, environmental friendliness, and ease of use. The study concludes that the Brikuda business model can enhance local economic value, promote sustainable waste management, and serve as a feasible alternative energy innovation. The research contributes to the development of renewable energy entrepreneurship and provides a reference for policy formulation in promoting local-based bioenergy initiatives.
Co-Authors Ketut Yudi Feryana Rio Firmansyah