Analisis Implemmentasi Pelayanan Penggunaan Aplikasi Pengaduan Pelanggan Berbasis Aplikasi Pelayanan Keluhan Terpadu (APKT) Untuk Meningkatkan Kepercayaan Masyarakat Pada PT.PLN (Persero)
DOI:
https://doi.org/10.31334/jiap.v2i5.2961Abstract
This research is motivated by the high number of customer complaints. The purpose of this research is to identify the “Implementation of Integrated Complaint Service Application or Aplikasi Pelayanan Keluhan Terpadu (APKT)-Based Customer Complaint Application Service in Improving Public Trust in PT.PLN (Persero). This research uses qualitative descriptive method to describe and explain in detail the existing phenomena by using interview as its supporting instrument. The result of this research shows that the implementation of the service is not yet optimal. The obstacle includes human error where officers do not have sufficient knowledge about cash management system application. The efforts made to overcome the obstacle includes socialization to officers in order to better operate the system.References
Buku- buku
Arikunto, Suharsimi. 2006. Prosedur Penelitian Suatu Pendekatan Praktek.Jakarta : PT. Rineka Cipta
Arikunto, Suharmisi. 2013. Prosedur Penelitian: Suatu Pendekatan Praktik. Jakarta: Rineka Cipata.
Creswell, J., W., 2012, Research design Pendekatan kualitatif, Kuantitatif dan. Mixed; Cetakan ke-2, Yogyakart: Pustaka Pelajar
Cunningham, F. Gary. et al., (2010). Obstetri Williams Edisi ke- 23.Jakarta : EGC.
Dewi, Irra Chrisyanti. 2011. Pengantar Ilmu Administrasi, PT Prestasi. Pustakaraya. Jakarta.
Dwiyanto.2009. kebijakan Publik Berbasis Dynamic Policy.Analisys.Gava Media: Yogyakarta.
Hardiansyah, 2011. Kualitas Pelayanan Publik, Konsep, Dimensi, Indikator dan Implementasinya, Cetakan ke-1, Gava Media: Yogyakarta.
Kreitner Robert dan Kinicki Angelo, 2014, Perilaku Organisasi, Edisi 9, Buku ke2, Jakarta: Salemba Empat
Robbins, Stephen P. dan Timothy A. Judge. (2015). Perilaku Organisasi (Edisi 16): Diterjemahkan oleh ratna Saraswati dan Febriella Sirait. Jakarta : Salemba Empat.
Sarlito Wirawan Sarwono.2015.Teori- Teori Psikologi Sosial, Jakarta: Rajawali Pers.
Sugiyono, 2014.Metode Penelitian Pendidikan: Pendekatan Kuantitati, Kualitatif, dan R&D, Alfabeta, Bandung.
Sugiyono,2007.Penelitian Kuantitatif, Kualitatif, dan R&D, Bandung: Alfabeta.
Tjiptono,Fandy.,2012, Pemasaran Jasa, Prinsip, Penerapan dan Penelitian, Andi Yogyakarta.
Wahyuni, Yuyun. 2011. Metode Penelitian. Yogyakarta: Fitramaya.
Jurnal
Aplikasi Pelayanan Pengaduan Maintenance Divisi Teknik Berbasis Android Pada Perguruan Tinggi Raharja Aris Aris, Maryanih Maryanih, Syinthia Ricka ArriantiPublished 2019
Aplikasi Customer Service Berbasis Teknologi 3g Pada Perusahaan Telekomunikasi. David Yonatan.2011
Anwar, Choirul (2019) Aplikasi Pelayanan Pelanggan Berbasis Android Pada Pdam Giri Tirta Sari Kabupaten Wonogiri
Evaluasi Aplikasi PLN Mobile Kota Jambi ditinjau dari Tingkat Kemudahan Pengguna dengan Menggunakan Metode System Usability Scale (SUS)Shintia, Wella (2021) Evaluasi Aplikasi PLN Mobile Kota Jambi ditinjau dari Tingkat Kemudahan Pengguna dengan
Menggunakan Metode System Usability Scale (SUS). S1 thesis, Universitas Jambi.
Evaluasi Penerimaan End-User terhadap Aplikasi University Customer Care Center (UC3) Universitas Jember dengan Menggunakan Pendekatan Unified Theory of Acceptance and Use of Technology (UTAUT).Diah Ayu Retnani Wulandari.2011
Kualitas Pelayanan Penerbitan Izin Untuk Mewujudkan Good Gavernance Di Badan Pelayanan Perizinan Terpadu Kabupaten Badung.I Made Sumada.2017
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Copyright Notice
Please find the rights and licenses in Jurnal Ilmiah Administrasi Publik. By submitting the article/manuscript of the article, the author(s) agree with this policy. No specific document sign-off is required.
1.License
The non-commercial use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
2.Author(s)' Warranties
The author warrants that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).
3.User Rights
Jurnal Ilmiah Administrasi Publik, spirit is to disseminate articles published are as free as possible. Under the Creative Commons license, Jurnal Ilmiah Administrasi Publik permits users to copy, distribute, display, and perform the work for non-commercial purposes only. Users will also need to attribute authors and Jurnal Ilmiah Administrasi Publik on distributing works in the journal and other media of publications.
4.Co-Authorship
If the article was jointly prepared by more than one author, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. Jurnal Ilmiah Administrasi Publik will not be held liable for anything that may arise due to the author(s) internal dispute. Jurnal Ilmiah Administrasi Publik will only communicate with the corresponding author.
5.Miscellaneous
Jurnal Ilmiah Administrasi Publik will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. Jurnal Ilmiah Administrasi Publik editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 3.
Every accepted manuscript should be accompanied by "Copyright Transfer Agreement" prior to the article publication.
