Volume 6, Issue 7, July – 2021 International Journal of Innovative Science and Research Technology

ISSN No:-2456-2165

The Implementation of Quality Function Deployment

(QFD) In Increasing Customer Satisfaction in PT
PLN (Persero) Unit Induk Distribusi (UID) Jakarta
Raya UP3 Menteng
Didin Wahyudin1 Ahmad Hidayat Sutawidjaya2
Magister of Management Postgraduate Lecturer
Mercu Buana University, Jakarta, Indonesia Mercu Buana University, Jakarta, Indonesia

Abstract:- This study aims to determine the service Tangerang Distribution. Then in 2015, a new UID Banten
quality of PT PLN (Persero) Unit Induk Distribusi (UID) Unit was formed so that the city of Tangerang was separated
Jakarta Raya UP3 Menteng on customer satisfaction of from the work area of the Greater Jakarta UID and joined
household units and this research is a descriptive study UID Banten.
with a total of 100 respondents. The analysis method uses
Service Quality (SERVQUAL), Importance Performance This organizational change is stated in the Board of
Analysis (IPA), and Quality Function Development Directors Regulation No. 005.P/DIR/2015 dated in
(QFD) methods with House of Quality (HOQ). The December 18, 2015 regarding the Organization and Work
results of data analysis using the SERVQUAL method Procedure of PT PLN and the Board of Directors Regulation
show that the overall level of customer satisfaction is No. 0078.P/DIR/2015.
78.4%. This means that there are many improvements
that need to be made by the management of PT PLN In 2019 a customer satisfaction survey was conducted
(Persero) Unit Induk Distribusi Jakarta Raya UP3 for household customers, social customers, business
Menteng to be able to increase customer satisfaction. customers, industrial customers and government customers,
Then, in the IPA method, there are 7 service quality attached to the Customer Satisfaction Index (IKP).
attributes that must be improved. While in the QFD
method, the results of data analysis show that the action Table 1
of “Procurement of Officer Training with Maximum Customer Satisfaction Index 2018 – 2019
Improvements” is the top priority.

Keywords:- Service Quality, Customer Satisfaction,

SERVQUAL, IPA, QFD, HOQ

I. INTRODUCTION

PT PLN is broadly divided into three main business

processes, namely the generation, transmission and
distribution of electricity, which stretches from Sabang to
Meuroke. Electrical energy from generation sources is
channeled through the Extra High Voltage Air Line
transmission to the Substation, from the Electrical Energy
Substation it is channeled back to the Distribution Source: PLN Customer Satisfaction Survey 2018 – 2019
Substation, from this Distribution Substation it is distributed
to customers, the distribution of Electrical Energy in Greater From table 1.1 above, the overall Customer
Jakarta is handled by PT PLN (Persero) Unit Induk Satisfaction Index (IKP) in 2019 decreased 7.40% compared
Distribusi (UID) Jakarta Raya UP3 Menteng, and is the to 2018, in 2018 the customer satisfaction index could
Main Unit of PLN which concentrates on electricity achieve 95.08% while in 2019 it achieved 87.67%, from the
distribution business processes and customer service that target set by PLN Central, 95%.
serves customers - Social (S), Household (R), Business (B),
Industrial (I) Customers and Government (P). The highest decrease in the customer satisfaction index
was for household customers at -21.54%, followed by
At the beginning of its establishment until 2015, PT Government customers at -4.49%, then Industrial customers
PLN (Persero) Unit Induk Distribusi Jakarta Raya UP3 at 2.11%, social at -1.16% and business customers at -
Menteng was an extension of the Greater Jakarta and 0.51%.

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Volume 6, Issue 7, July – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
Therefore, the main object of this research or those According to Yamit (2013), traditionally customers
who will be used as a sample is the PLN household unit can be interpreted as people who buy and use products. In
customers. Household tariff customers are individual companies engaged in services, customers are those who use
customers or social entities whose electricity is used for services.
household purposes.
Importance Performance Analysis (IPA)
In this study, researchers uses the QFD method. The Importance performance analysis (IPA) is a series of
Quality Function Deployment (QFD) method is to find out service attributes related to specific services evaluated based
the needs that customers want, by using and collecting on the level of importance of each attribute according to
customer voices into requirements in product manufacture consumers and how the service perceived performance is
and product characteristics. Each data collected is converted relative to each attribute (Muluk, 2008).
into a graph called the House of Quality (HoQ). This graph
contains information about what the company should do in This analysis is used to compare the consumer's
relation to customer needs and how or how much assessment of the importance of service quality (importance)
engagement customer needs related to product with the level of service quality performance (performance).
manufacturing requirements (Heizer, Render & Mundson, It is divided into four quadrants or area graphs, namely:
2016).
1) Quadrant A (Concentrate Here)
Customer satisfaction arises through a process that 2) Quadrant B (Keep Up The Good Work)
arises through the best / excellent service between customers 3) Quadrant C (Low Priority)
and the company, creating service satisfaction in the eyes of 4) Quadrant D (Possible Overkill)
customers, because customers believe that the company can
provide the best / excellent service in accordance with the
wishes and expectations of customers.

Customer satisfaction is one of the company's goals,

from customer satisfaction the company has been concerned
with the voice of the customer so as to allow companies to
get feedback on the experience they feel when using the
company's products or services, so this can lead to loyalty
and a positive impression, good for the company. Based on
the description of the background above, in this study the
researchers take the title: "The Implementation of Quality
Function Deployment (QFD) in Increasing Customer
Satisfaction in PT PLN (Persero) Unit Induk Distribusi
Jakarta Raya UP3 Menteng".

II. THEORETICAL REVIEW Figure 1

Service Quality Importance Performance Matrix
According to Wijaya (2018), product and service
quality is the overall combination of product and service Quality Function Deployment (QFD)
characteristics resulted from marketing, engineering, Quality Function Deployment (QFD) is a systematic
production and maintenance that makes these products and approach that determines the demands or demands of
services usable to meet customer expectations. consumers and then translates these demands accurately into
technical design, manufacturing, and appropriate production
According to Kotler and Keller (2016), the definition planning. In principle, QFD helps the companies listen to
of service is any action or activity that can be offered by one the voices or wishes of consumers and is useful for
party to another, which is essentially intangible and does not brainstorming sessions for the development team in
result in any ownership. determining the best way to meet consumer desires (Wijaya,
2018).
Customer satisfaction
According to Kotler and Keller (2016), consumer QFD is a systematic process that helps companies
satisfaction is a person's feeling of pleasure or quickly understand and integrate client needs into their
disappointment that arises after comparing the performance goods or services (ASI, in Wijaya, 2018). According to
(outcome) of the product thought to the expected Akao in Wijaya (2018), QFD is a method for developing
performance (result). design quality aimed at satisfying consumers and then
translating consumer demands into design targets and key
quality assurance points that can be used in the production
stage.

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Volume 6, Issue 7, July – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
QFD and SERVQUAL House of Quality
Quality Function Deployment and Service quality are The explanation of the House of Quality model above
different but related things. Servqual is useful for analyzing is described as follows:
the difference between customer perceptions and 1) Part A, consists of a number of consumer needs and
expectations. While QFD is used to design service quality desires obtained from market research.
improvements in accordance with the needs desired by 2) Part B, consists of three types of information, namely:
customers and the ability of the company's management. So a. The weight of the interests of consumer needs.
it can be said that Servqual is one of the important steps in b. The level of customer satisfaction with the product or
the QFD process. The following is a detailed explanation of service.
the differentiating points between QFD and Servqual: c. The level of customer satisfaction with similar products
or services from competing companies.
Table 2 3) Part C, contains technical requirements for new products
Difference between QFD and Servqual or services to be developed. This data is derived based on
Point QFD Servqual the information obtained regarding the needs and desires
Data processing Can be visualized Can't be visualized of consumers (Part A).
output with the house of with house of 4) Part D, consists of management research on the strength
visualization quality quality of the relationship between the elements contained in the
Results of data Able to explain Only able to technical requirements section (Section and consumer
processing priority customer explain the priority needs (Section A) that it affects. The strength of the
needs per of customer needs relationship is determined by certain symbols.
dimension and per per characteristic 5) Part E, shows the correlation between one technical
characteristic requirement and the other requirements contained in Part
Types of data Using ordinal data Using the average C. The correlation between the two technical
and calculations data of requirements is shown using certain symbols.
respondents' 6) Part F, consists of three types of information:
answers a. Order of importance (rank) of technical requirements.
Source: Literature Data (2020) b. Information to compare the technical performance of a
product or service resulting from the performance of a
House of Quality (HOQ) competitor's product or service.
Matrix House of Quality (HOQ) is the most familiar c. Performance targets for newly developed product or
form of QFD representation. This matrix consists of two service technical requirements
main parts, namely the horizontal part of the matrix
containing information related to consumers and called the III. RESEARCH METHOD
customer table, the vertical part and the matrix containing
technical information in response to consumer input and Research Time and Place
called the technical table. Presented in the form of an image The research was conducted in December 2020 – June
as follows: 2021 at PT PLN (Persero) Unit Induk Distribusi Jakarta
Raya UP3 Menteng located at Jalan MH Ridwan Rais No. 1
Central Jakarta.

Research design
The type of research is descriptive research. According
to Hidayat (2010), descriptive research is a research method
used to find the broadest knowledge of the object of research
at a certain time. Meanwhile, according to Punaji (2010)
descriptive research is research whose purpose is to explain
or describe an event, situation, object, whether person, or
everything is related to variables that can be explained using
either numbers or words.

Figure 2

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Volume 6, Issue 7, July – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
c. Officers are able to listen, understand the intentions,
desires and needs of customers
d. PT PLN (Persero) Unit Induk Distribusi Jakarta Raya
UP3 Menteng is very concerned about the interests of
customers.

Research Sample
The sample of the study comprises of 100 respondents
with the following criteria:
a. Respondents are customers of PT PLN (Persero) Unit
Induk Distribusi Jakarta Raya UP3 Menteng Area;
b. Each respondent has the only one opportunity to fill out
the questionnaire;
c. Each respondent is free to accept or reject the survey,
and there is no kinship, intimidation or gifts of any kind
that can reduce the degree of confidence in the quality of
the data obtained.

Data Analysis Method

The data analysis method in this study uses validity
and reliability tests for each indicator that is processed with
Figure 3 the SPSS 25 application. Then, it is analyzed using service
quality (servqual) tests, importance performance analysis
Research Design (IPA), and Quality Function Development (QFD) with
House of Quality (HOQ); processed with Microsoft Excel
Variable Operational Definition application.
The operational definition of variables in this study,
using a Likert scale and the details, is as follows: IV. RESULTS AND DISCUSSIONS
1) Tangible
a. What is your level of satisfaction with PLN services? Characteristics of Respondents
b. Placement of forms, brochures and banners Install new Gender
(PB) and add power (PD) is interesting.
c. The services provided by PLN are in line with Table
expectations. Respondent's Gender
d. Ease of obtaining service information. Frequency Percent
2) Reliability Valid Man 38 38.0
a. Calculation of PB/PD costs is in accordance with Woman 62 62.0
applicable regulations. Total 100 100.0
b. PB/PD payment transactions are easy to do. Source: Processed Data 2021
c. Easy to understand electricity bill calculation.
d. Information and services are delivered according to the Based on the results of data processing in table 4.1
promised time. above, it shows that out of 100 respondents, there are 62
3) Responsiveness respondents or 62% are female. Meanwhile, 38 respondents
a. Officers receive complaints about responding to or 38% are male. So, the majority of respondents are
customers well and politely. women.
b. Officers are always ready to provide service.
c. Staffs are quick to help customers. Age
d. Explain the power requirements requested by the Table 4
customer. Respondent Age
4) Assurance Frequency Percent
a. Trustworthy officer. Valid 17 - 25 9 9.0
b. The staff is always polite. 26 - 45 80 80.0
c. The officer gave a very detailed explanation regarding 46 - 55 11 11.0
the electrical installation. Total 100 100.0
d. Voltage stability at your place. Source: Processed Data 2021
5) Empathy
a. The clerk understands the power requirements of the Based on the results of data processing in table 4.2
customer. above, it shows that out of 100 respondents; 9 respondents
b. PB/PD service information is easily accessible. or 9% aged 17-25 years, 80 respondents or 80% aged 26-45

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Volume 6, Issue 7, July – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
years, and 11 respondents or 11% aged 46-55 years. So, the politely.
majority of respondents in this study are aged 26-45 years. The staff is quick to help
0.257 0.902 VALID
customers.
Profession The staff is always ready
Table 5 0.257 0.826 VALID
to provide service.
Respondent's Job The clerk is able to
Frequency Percent explain the power
Valid Businessman 29 29.0 0.257 0.830 VALID
requirements requested
Private employees 8 8.0 by the customer.
Civil Servants 8 8.0 Trustworthy officers. 0.257 0.829 VALID
BUMN employee 5 5.0 The staff is always polite. 0.257 0.825 VALID
Housewife 30 30.0 The staff gave a very
Student 7 7.0 detailed explanation
0.257 0.602 VALID
Retired 8 8.0 regarding the electrical
Does not work 5 5.0 installation.
Total 100 100.0 Voltage stability at your
0.257 0.723 VALID
Source: Processed Data 2021 place.
The staff understands the
Based on the results of data processing in table 4.3 power requirements of 0.257 0.715 VALID
above, it shows that out of 100 respondents; 29 respondents the customer.
or 29% work as Entrepreneurs, 8 respondents or 8% work as Information on PB/PD
Private Employees, 8 respondents or 8% work as Civil services is easily 0.257 0.922 VALID
Servants, 5 respondents or 5% work as BUMN employees, accessible.
30 respondents or 30% work as housewives, 7 respondents The staff are able to listen
or 7% work as students, 8 respondents or 8% work as and understand the
0.257 0.964 VALID
retirees, and 5 respondents or 5% do not work. So, the intentions and needs of
majority of respondents in this study work as housewives. customers.
PT PLN (Persero) Unit
Data Quality Test Induk Distribusi Jakarta
Validity test Raya UP3 Menteng is 0.257 0.921 VALID
very concerned about the
Table 6 interests of customers.
Indicator Validity Test Source: Processed Data 2021
Indicator Criteria Value Conclusion
Your level of satisfaction From Table 4.4 above, it can be seen that all indicators
0.257 0.912 VALID
with PLN services. of each dimension have exceeded the criteria. So overall,
Placement of forms, this validity test is feasible to define each dimension of
brochures, and banners service quality.
for New Connections 0.257 0.938 VALID
(PB) and Power Reliability Test
Additions (PD).
The services provided by Table 7
0.257 0.962 VALID Dimensional Reliability Test
PLN are as expected.
Ease of obtaining service No Dimension Cronbach’ Criteri Conclusio
0.257 0.870 VALID
information. . s Alpha a n
The calculation of PB/PD 1. Tangible 0.939 Reliable
is in accordance with 0.257 0.829 VALID 2. Reliability 0.756 Reliable
applicable regulations. 3. Responsivenes 0.860 Reliable
PB/PD payment ≥ 0.60
s
transactions are easy to 0.257 0.825 VALID 4. Assurance 0.777 Reliable
do. 5. Empathy 0.919 Reliable
Electricity bill calculation Source: Processed Data 2021
0.257 0.617 VALID
is easy to understand.
Information and services Based on Table 4.5, it can be seen that the Cronbach's
are delivered in Alpha value for each dimension is 0.60. Thus, the results of
0.257 0.765 VALID
accordance with the the study are said to be reliable. A questionnaire is said to be
promised time. reliable if the respondent questions in the questionnaire are
The staff receives consistent or stable from time to time.
complaints about respond 0.257 0.803 VALID
to customers well and

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Volume 6, Issue 7, July – 2021 International Journal of Innovative Science and Research Technology
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Results listen and understand the
intentions and needs of
Service Quality (SERVQUAL) customers.
Table 8 PT PLN (Persero) Unit
SERVQUAL Test Results Induk Distribusi Jakarta
SERVQ Raya UP3 Menteng is 3.38 4.70 0.719
Statement Perception Hope
UAL very concerned about the
Your level of satisfaction interests of customers.
3.21 4.55 0.705
with PLN services. Source: Processed Data 2021
Placement of forms,
brochures, and banners From the results of table 4.6 above, the results of the
for New Connections 3.24 4.35 0.745 SERVQUAL calculation of each indicator indicate that
(PB) and Power customer perceptions regarding service quality are still
Additions (PD). below expectations or not in line with expectations. Of the
The services provided by twenty indicators, there are three indicators with the lowest
3.28 4.43 0.740
PLN are as expected. SERVQUAL, namely:
Ease of obtaining service 1. EMP3 (officers are able to listen and understand the
3.26 4.45 0.733 intent of the customer's wants and needs) with a
information.
The calculation of SERVQUAL score of 0.652.
PB/PD is in accordance 2. TAN1 (your level of satisfaction with PLN services)
3.33 4.33 0.769 with a SERVQUAL score of 0.705.
with applicable
regulations. 3. EMP1 (employees understand the customer's desired
PB/PD payment power requirements) with a SERVQUAL score of 0.716.
transactions are easy to 4.05 4.25 0.953
do. Importance Performance Analysis (IPA)
Electricity bill
calculation is easy to 3.49 4.21 0.829
understand.
Information and services
are delivered in
3.31 4.22 0.784
accordance with the
promised time.
The staff receive
complaints about
3.57 4.19 0.852
respond to customers
well and politely.
The staff is quick to help
3.17 4.19 0.757
customers.
The staff is always ready Figure 4
3.34 4.50 0.742 Importance Performance Analysis (IPA) Graph
to provide service.
The staff is able to
explain the power The results of the Importance Performance Analysis
3.53 4.47 0.790 (IPA) graph above are summarized in a table which is
requirements requested
by the customer. divided into four quadrants as follows:
Trustworthy officers. 3.70 4.57 0.810
Table 9
The staff is always
3.83 4.37 0.876 Results of Importance Performance Analysis (IPA)
polite.
Quadrant Attribute Description
The staff gave a very
detailed explanation Your level of
3.40 4.19 0.811 TAN1 satisfaction with
regarding the electrical
installation. PLN services.
Voltage stability at your The services
3.78 4.22 0.896 Quadrant A
TAN3 provided by PLN are
place. (High
as expected.
The staff understands the Importance/Low
The calculation of
power requirements of 3.30 4.61 0.716 Performance,
the customer. PB/PD is in
Concentrate Here)
REL1 accordance with
Information on PB/PD
applicable
services is easily 3.66 4.60 0.796
regulations.
accessible.
RES3 The staff is always
The staff are able to 3.04 4.66 0.652

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Volume 6, Issue 7, July – 2021 International Journal of Innovative Science and Research Technology
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ready to provide From the results of the table above, 7 of the 20 service
service. quality indicators are in quadrant A (High Importance/Low
The staff gave a very Performance, Concentrate Here), namely:
detailed explanation 1. Your level of satisfaction with PLN services. (TAN1)
ASS3 regarding the 2. The services provided by PLN are as expected. (TAN3)
electrical 3. The staff are always ready to provide services. (REL1)
installation. 4. The staff are always ready to provide services. (RES3)
The staff 5. The staff gave a very detailed explanation regarding the
understands the electrical installation. (ASS3)
EMP1 6. The staff understands the power requirements of the
power requirements
of the customer. customer. (EMP1)
PT PLN is very 7. PT PLN (Persero) Unit Induk Distribusi Jakarta Raya
concerned about the UP3 Menteng is very concerned about the interests of
EMP4 customers. (EMP4)
interests of
customers.
The staff is able to That is, the seven indicators are in a very important
Quadrant B explain the power condition. However, it has low performance. Therefore,
(High RES4 requirements PLN must focus on improving services on these seven
Importance/High requested by the indicators.
Performance, Keep customer.
Up the Good Work) The staff is always Quality Function Development (QFD)
ASS2
polite.
Placement of forms,
brochures, and
banners for New
TAN2
Connections (PB)
and Power Additions
(PD).
Ease of obtaining
TAN4
service information.
Quadrant C
Information and
(Low
services are
Importance/Low
REL4 delivered in
Performance, Low
accordance with the
Priority)
promised time.
The staff is quick to
RES2
help customers.
The staff are able to
listen and From the HOQ image above (Hous of Quality) the
EMP3 understand the following information can be taken:
intentions and needs 1. The first Customer Requirement (“PT PLN (Persero)
of customers. Unit Induk Distribusi Jakarta Raya UP3 Menteng is very
PB/PD payment concerned about customer interests”) has a strong
REL2 transactions are easy relationship (●) with the first Functional Requirement
to do. (“Procurement of Officer Training”) and the fifth
Electricity bill Functional Requirement (“Improving Service Centers”).
REL3 calculation is easy to 2. The second Customer Requirement (“The staff provides
understand. a very detailed explanation regarding electrical
Quadrant D The staff receive installations”) has a strong relationship (●) with the first
(Low complaints respond Functional Requirement (“Procurement of Officer
RES1
Importance/High to customers well Training”) and the fifth Functional Requirement
Performance, and politely. (“Improving Service Centers”).
Possible Overkill)
ASS1
Trustworthy 3. The third Customer Requirement (“Your Satisfaction
officers. Level with PLN services”) has a moderate relationship
ASS4
Voltage stability at (○) with the first Functional Requirement (“Procurement
your place. of Officer Training”), second (“Procurement of Survey
Information on Team”), and third (“Procurement of Socialization” ).
EMP2 PB/PD services is Then, it has a weak relationship (▽) with the fourth
easily accessible. Functional Requirement (“Increase Advertisement”) and
Source: Processed Data 2021

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Volume 6, Issue 7, July – 2021 International Journal of Innovative Science and Research Technology
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a strong relationship with the fifth Functional Priority Indicators for Service Improvement of PT PLN
Requirement (“Improve Service Center”). (Persero) Unit Induk Distribusi Jakarta Raya UP3
4. The fourth Customer Requirement (“The staff Menteng
understands the power requirements desired by the Improvements that can be made by PT PLN (Persero)
customer”) has a strong relationship (●) with the first Unit Induk Distribusi Jakarta Raya UP3 Menteng, based on
Functional Requirement (“Procurement of Officer calculations from the results of the research above are as
Training”) and the second (“Procurement of Survey follows (ordered by priority):
Team”). Then, having a moderate relationship (○) with 1. Attention from PT PLN (Persero) Unit Induk Distribusi
the third Functional Requirement (“Procurement of Jakarta Raya UP3 Menteng to the interests of customers.
Socialization”). An institution that does not pay attention to customers,
5. The fifth Customer Requirement (“PB/PD calculation is tends to have high complaints. Handling and completion
in accordance with applicable regulations”) has a is also relatively slow. Delays in handling complaints
moderate relationship (○) with the third Functional will be increasingly problematic and have a wide impact.
Requirement (“Procurement of Socialization”). The more PLN pays attention, the more customers feel
6. The sixth Customer Requirement (“Services provided by comfortable and confident. This can be done by visiting
PLN as expected”) has a strong relationship (●) with the the customer's house or communicating by telephone. To
fifth Functional Requirement (“Improving Service get input or listen to complaints that are being
Centers”). experienced by customers.
7. The seventh Customer Requirement (“The staff are 2. The ability of the staff to provide explanations related to
always ready to provide services”) has a strong electrical installations in detail. The clearer and more
relationship (●) with the first Functional Requirement detailed the officer explains, the better the customer
(“Procurement of the Staff Training”) and the fifth understands the electrical installation. Of course, this will
Functional Requirement (“Improving Service Centers”). reduce the workload of PLN staffs in the future.
3. The level of satisfaction with the service of PT PLN
Then, from the results of the HOQ calculation above, (Persero) Unit Induk Distribusi Jakarta Raya UP3
the order of priority for PLN's activities in improving Menteng. The level of customer satisfaction is seen from
services is as follows:: how PLN provides its services not only from the
1. Procurement of the Staff Training (Score: 632) with products provided. Personal attention to customers can
maximum improvement (). have a significant impact than generalized attention.
2. Improving Service Centers (Score: 482) with 4. Understanding of the staff regarding the power
improvements made according to the target (□). requirements desired by the customer. The easier it is for
3. Procurement of the Survey Team (Score: 182) with the staffs to understand the customer's power needs, the
improvements made according to the target (□). easier it is to find solutions that are given to customers,
4. Procurement of socialization (Score: 129) with related to the type of electrical installation that suits the
improvements made according to the target (□). customer.
5. Increase Advertisement (Score: 18) with maximum 5. Calculation of PB/PD is in accordance with applicable
improvements (▲). regulations.
6. PLN staffs who meet expectations. To meet customer
Discussion expectations and by adapting to today's digital era. PLN
can certainly approach customers from various social
Customer Satisfaction Level of PT PLN (Persero) Unit media (facebook, twitter, instagram, whatsapp, telegram,
Induk Distribusi Jakarta Raya UP3 Menteng etc.). This also requires the quantity and quality of staffs
Based on the results of the SERVQUAL (Service who are qualified in handling social media.
Quality) calculation, the overall level of customer 7. Readiness of the staffs in providing services. In line with
satisfaction with the services of PT PLN (Persero) Unit previous improvement priorities, with the availability of
Induk Distribusi Jakarta Raya UP3 Menteng from 100 various media or hotlines and staffs who are always on
respondents is 0.784 or 78.4%. This means that there are stand-by in handling customer complaints. Of course,
many improvements that need to be made by the customers have very high appreciation for PLN's hard
management of PLN to be able to increase customer work in providing excellent service.
satisfaction. Although on the one hand, PLN has relatively
no competitors and customers tend to be loyal to PLN. PT PLN (Persero) Unit Induk Distribusi Jakarta Raya
However, PLN has one mission that is oriented to customer UP3 Menteng Service Repair Operational Design
satisfaction. Especially in the household sector. The operational design for the improvement of PT
PLN (Persero) Unit Induk Distribusi Jakarta Raya UP3
With increasing customer satisfaction, of course, Menteng services based on the results of the study is as
customer attachment and convenience to PLN will increase. follows (based on QFD priorities):
The PLN management also hopes that consumers feel proud 1. Procurement of Staffs Training (Score: 632) with
to have used PLN's services, not only from the quality of the maximum improvement (). Staffs training plays an
products that have been provided but also from the quality important role for the development of every PLN HR,
of service that continues to be improved.. both in the field and in the office. The services provided
by PLN are not only from staffs in the field, but also

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Volume 6, Issue 7, July – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
from staffs who handle hotlines and social media. a. Attention of PT PLN (Persero) Unit Induk Distribusi
Broadly speaking, their task is to accommodate Jakarta Raya UP3 Menteng to the interests of customers.
aspirations and complaints from customers or the public. b. The ability of officers to provide explanations related to
Either directly or indirectly. The training held is related electrical installations in detail.
to technical, administrative, and operational matters. The c. The level of satisfaction with the service of PT PLN
readiness of staffs when there are complaints or calls (Persero) Unit Induk Distribusi Jakarta Raya UP3
from customers, how to deal with and resolve customer Menteng.
complaints, good and polite grammar to customers, and d. Staff understanding regarding the power requirements
the attitude of post-handling staffs. If this training is held desired by the customer.
properly, the performance of staffs will improve and the e. The calculation of PB/PD is in accordance with the
quality of PLN's services will also be better. applicable rules.
2. Improving Service Centers (Score: 482) with f. PLN service that meets expectations.
improvements made according to the target (□). g. The readiness of officers in providing services.
Improving service centers is to add corridors that do not 3. The operational design for the improvement of PT PLN
yet exist, so that customers can contact PLN through (Persero) Unit Induk Distribusi Jakarta Raya UP3
alternative channels and maintain or innovate existing Menteng services based on the results of the research is
corridors. as follows (based on QFD priorities):
3. Procurement of a Survey Team (Score: 182) with repairs a. Procurement of Staffs Training (Score: 632) with
carried out according to the target (□). The survey team maximum improvement (▲).
is needed to monitor the level of customer satisfaction on b. Improve the Service Center (Score: 482) with
a monthly basis. This needs to be done to accommodate improvements made according to the target (□).
customer complaints and aspirations as a commitment of c. Procurement of the Survey Team (Score: 182) with
PLN to pay attention to its consumers. Surveys can be repairs carried out according to the target (□).
done door to door, by telephone, or whatsapp and social d. Procurement of Socialization (Score: 129) with
media. improvements made according to the target (□).
4. Procurement of socialization (Score: 129) with e. Increase Advertisement (Score: 18) with maximum
improvements made according to the target (□). improvements (▲).
Socialization is held so that people are more literate or
understand household electricity. In addition, Suggestions
socialization is also a form of PLN's CSR (Corporate Based on the results of the study, the suggestions that
Social Responsibility) to the community. can be given include the following:
5. Increase Advertisement (Score: 18) with maximum
improvements (▲). Advertising is a form of indirect 1. Advice For Companies
teaching by PLN to the community or it can also be a Based on the results of research and discussion,
reminder and an invitation to the public to be smart in suggestions that can be given to companies are to carry out
using electricity every day. operational designs to improve services for PT PLN
(Persero) Unit Induk Distribusi Jakarta Raya UP3 Menteng.
V. CONCLUSIONS AND SUGGESTIONS Starting from Procurement of Officer Training, Improving
Service Centers, Procurement of Survey Teams,
Conclusions Procurement of Socialization, and Increasing
After the researchers conducted research and Advertisement. In addition, what really needs to be paid
discussions in the previous chapter regarding customer attention to is the training of staffs. Judging from the results
satisfaction with the quality of PLN service and priority of SERVQUAL, the two lowest scores are the ability of
indicators for improvement, the following conclusions can staffs to understand the customer's power needs and know
be drawn:: the true intentions of the customer's wishes.
1. Based on the results of the SERVQUAL (Service
Quality) calculation, the overall level of customer 2. Advice For Practitioners
satisfaction with the services of PT PLN (Persero) Unit Suggestions for practitioners, for those who work in
Induk Distribusi Jakarta Raya UP3 Menteng from 100 the field to be able to improve their competence in
respondents is 0.784 or 78.4%. This means that there are accommodating and handling every complaint and
many improvements that need to be made by the aspiration of the community. Both related to the electricity
management of PLN to be able to increase customer needs of the community as well as the obstacles that often
satisfaction. Although on the one hand, PLN has occur.
relatively no competitors and customers tend to be loyal
to PLN. However, PLN has one mission that is oriented 3. Suggestions for Further Research
to customer satisfaction. Especially in the household Suggestions that can be given for further research is to
sector. conduct research related to improving and improving service
2. Improvements that can be made by PT PLN (Persero) quality with different analytical methods such as lean
Unit Induk Distribusi Jakarta Raya UP3 Menteng, based service or prospensity score matching. Lean service is a
on calculations from the results of the research above are systematic and systemic approach to eliminate waste or
as follows (ordered by priority): (non-value adding activities) non-value added activities

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ISSN No:-2456-2165
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