Citation:

Joki Pandapotan Purba, Satria Bangsawan, Dorothy RH Pandjaitan. "Service Performance Analysis of PT. PLN (Persero) Main Unit of Lampung Distribution: Perspective of Kano Model" International Research Journal of Economics and Management Studies, Vol. 2, No. 2, pp. 554-558, 2023.

Abstract:

This study uses SERVQUAL to identify the service characteristics that affect PT PLN (Persero) UID Lampung's service quality in terms of client satisfaction. Using this strategy, each service attribute is categorised according to how well it can meet customer needs. These attribute categories include: must be, one dimensional, and attractive. The results obtained include; using the Service Quality (Servqual) method identified 26 service attributes grouped into 5 dimensions of quality attributes. The results of the study showed that there were 8 negative GAPs and 18 positive ones. This shows that the service at PT PLN (Persero) UID Lampung is quite good. From the results of classifying service attributes using the Kano Model, it is known that there are 26 service attributes that fall into the important category, including: 23 attributes fall into category A (attractive) and 3 attributes fall into category O (one dimensional).

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Keywords:

Service, Kano, Servqual.