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Jurnal Ilmu Manajemen Profitability
Published by Universitas Muhammadiyah Makassar
ISSN : 27146332     EISSN : 27146324     DOI : -
Core Subject : Economy, Science,
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance
Profitability: Jurnal Ilmu Manajemen [p-ISSN 2714-6332| dan e-ISSN 2714-6324] yang diterbitkan oleh Program Studi manajemen Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Makassar, jurnal ini menerbitkan artikel hasil penelitian dibidang Ilmu Manajemen. Jurnal ini menerbitkan studi penelitian yang menggunakan berbagai metode dan pendekatan kualitatif dan / atau kuantitatif dibidang manajemen. Jurnal ini bertujuan untuk mengembangkan konsep, teori, perspektif, paradigma, dan metodologi dalam ruang lingkup manajemen yang terbit dua kali dalam setahun yaitu bulan Februari dan bulan Juli. Adapun ruang lingkup Profitability: Jurnal Ilmu Manajemen meliputi Manajemen Keuangan, Manajemen Sektor Bisnis dan UMKM, Manajemen Sumber Daya Manusia, Sistem Informasi Manajemen, Manajemen Perbankan, Manajemen Perusahaan, Manajemen Lingkungan dan Audit Manajemen serta ilmu terapan Bisnis
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
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Search results for , issue "Vol. 7 No. 2 (2023): AGUSTUS 2023" : 1 Documents clear
Role of Customer Relations Activities of PT.PLN (Persero) ULP Daya in Improving Business, Customer Satisfaction, and Assessing Service Quality Performance Mappatompo, Andi; Suarni, Agusdiwana; Indrawaty, Sri Mulyani
Jurnal Ilmu Manajemen Profitability Vol. 7 No. 2 (2023): AGUSTUS 2023
Publisher : Universitas Muhammadiyah Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26618/profitability.v7i2.11939

Abstract

The purpose of this research is to conduct a qualitative study aimed at understanding the role of PT. PLN (PERSERO) ULP DAYA in enhancing customer satisfaction and evaluating service quality performance. The sample for this study was collected from the PLN office located at Jl. Batara Bira No. 3, Pai, Kec. Biringkanaya, Makassar city. The research was conducted at PT. PLN (Persero) ULP DAYA, which serves as a benchmark for the performance of PT. PLN (Persero) ULP DAYA and involves direct interactions with customers beyond administrative aspects. The methodology employed by the author is qualitative, employing data collection techniques including interviews, observations, and literature review. The sampling technique used in this study was the snowball technique. Data analysis encompassed data reduction, data presentation, and drawing conclusions. The research findings indicate that PT. PLN (Persero) ULP DAYA demonstrates a comprehensive understanding of attitudes and benchmarks for superior service. The organization strives to uphold its commitment to consumers/customers by fostering strong customer relations. Despite encountering various challenges, the service performance delivered by PT. PLN (Persero) ULP DAYA is considered commendable and satisfying. However, the level of satisfaction bestowed upon customers has not reached its full potential and does not cover all service dimensions, which encompass reliability, responsiveness, empathy, assurance/guarantee, and physical appearance. This situation arises due to ongoing complaints and grievances voiced by customers themselves, primarily concerning the perceived incompetence and insufficient responsiveness of PT. PLN (Persero) ULP DAYA in addressing customer needs. This issue is notably related to service quality performance, particularly in terms of responsiveness and empathy.

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