MANAJEMEN KOMPLAIN DALAM PELAYANAN PUBLIK DI PERUSAHAAN LISTIRIK NEGARA (PLN)

Penulis

  • Jemma Jemma Universitas Muhammadiyah Makassar
  • Hafiz Elfiansyah Parawu Universitas Muhammadiyah Makassar
  • Ahmad Taufik Universitas Muhammadiyah Makassar

DOI:

https://doi.org/10.26618/kimap.v5i5.15565

Kata Kunci:

manajemen komplain, pelayanan publik, manajemen pelayanan

Abstrak

This research aims to determine and analyze the implementation of complaint management carried out by ULP PLN Panakkukang towards customers. The method used in this research is a descriptive qualitative method. Data collection techniques involve observation, interviews, and documentation. The results of this research show that the complaint management indicators implemented at ULP PLN Panakkukang, such as the speed of the complaint process, complaint handling, and ease of filing complaints, have met or even exceeded customer expectations. However, the volume of complaints is still significant, indicating the need for ULP PLN Panakkukang to carry out performance evaluations to prevent errors that could trigger complaints from customers.

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Unduhan

Diterbitkan

2024-10-29

Terbitan

Vol 5 No 5 (2024): Oktober 2024

Bagian

Articles

Lisensi

In the event that the article is accepted by the Editorial Team of KIMAP: Scientific Review of Public Administration, with registration number ISSN 2746-0460 (online) and there is a decision to publish the article, the copyright of the article passes to KIMAP: Scientific Review of Public Administration, with registration number ISSN 2746-0460 (online).

The Department of Public Administration, Faculty of Social and Political Sciences, Universitas Muhammadiyah Makassar in collaboration with the Indonesian Association for Public Administration (IAPA) as the publisher of the Scientific Review of Public Administration, with registration number ISSN 2746-0460 (online) holds the copyright to all articles published in this journal.

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