Tugas Akhir

Penerapan strategi pelayanan pelanggan pada PT. PLN (Persero) Distribusi Jawa Timur Unit Pelayanan Malang Kota / Nanda Rofian Handoko

Abstrak
Key Word service strategy customer satisfaction PT. PLN (Persero) Understanding of the service strategy is needed by all business monopoly is no exception. Closely with the customer service which ultimately will create customer satisfaction and customer loyalty towards the products of the company. Services can be created by providing the appropriate strategy in an increasingly competitive market competitiveness of service is expected to become one of the elements that the company survive. The background is a goal to be achieved in the writing this time is the extent to which researchers can find out the key elements of strategy implementation services related to the implementation of the Job Training at PT. PLN (Persero) UP Malang City. To find an appropriate service strategy first must be known to form a ministry. (1) The form - the form of services including (a) Provide information on matters relating to the connection of power to the prospective customer / customers and the general public (b) The service of change of power (c) The service rate changes rename back names and other changes associated with the connection of electricity (d) Pelayanan pembayaran tagihan rekening listrik. (2) service strategy to improve customer satisfaction (a) Strategi Superior Customer Service (b) Strategy extraordinary guarantees (c) Strategy for improving corporate performance (d) Establish quality function deployment. Service strategy is to obtain customer satisfaction including how to measure customer satisfaction with the complaint and suggestion systems customer satisfaction surveys and ghost shopping (Customer Shadows). Supporting factors such services (a) PT. PLN is a monopolist so that people would inevitably use the services of PT. PLN (b) The system PPOB (Online Bank Payment Point) (c) The existence of alternative payment through the Automated Teller Machines ( ATM) (d) The customer service via 123 numbers. Inhibiting factors such as (a) Often there is a network disruption in the system ON-Line (b) Officers who were not quick enough customer service in handling customer complaints (c) Long term between pairs of new working processes with the petition filed by customers ( d) Error correction of PT. PLN in determining the cost of electricity customers. In this time of writing the researcher attempted to observe all activities related to service strategy and after that the author tried to describe it.

Informasi Detail

DDC

Rp 658.804 HAN p

Prodi

Universitas Negeri Malang. Program Studi D3 Manajemen Pemasaran, 2010.

Deskripsi Fisik

viii, 81 lembar : il., tab. ; 30 cm.

Bahasa

Indonesia

No Reg

04043/KI/10

Edisi

Tugas Akhir (Diploma)--Universitas Negeri Malang, 2010

Subjek

1. PELAYANAN, STRATEGI
2. MANAJEMEN PEMASARAN

Pembimbing

1. HENY KUSDIYANTI

Lampiran Berkas