KUALITAS PELAYANAN PENGADUAN MASYARAKAT DI PERUSAHAAN LISTRIK NEGARA DI AREA MANADO (STUDI KASUS PEMADAMAN LISTRIK)

Abstract

Abstract : This study aims to describe the quality of service of public complaints in the State electrical
Company in the area of Manado in a bid the development science of public administration. The complaints
service funded by the State power company based on the provisions of article 29 of Act No. 30 of 2009 about
electric power, was founded to help the problems in terms of electricity. In this study uses the dimensions of
service quality measurement kotler, where the quality of service in public complaints in the State electrical
company in Manado area about power outages related to aspects of the Tangibles, Reliability, Responsiveness,
Assurance, and can be said to have not been fullest emphaty. It is proven by the provision of the facilities, such
as the location of the parking of vehicles is not adequate, the community's lack of seating room, pitted a small
customer service, lack of employees down kelokasi, the lack of information of a power to the people and the
lack of responsibility of the PLN. Research method used is descriptive qualitative research method through
interviewing to 9 informant, observations directly, and search documents related to quality of service , even in
this research aided by the existence of guidelines for interviewing, recording device, and stationery to write.
The results of the peneleitian in General makes it clear that the quality of service public complaints in the State
electrical company in manado area about a power outage has not been run with the maximum.
Keywords: Quality Of Service, PLN Area Manado.
Keywords: quality of service, PLN Area Manado)