Customer Relationship Management PT. PLN (Persero) ULP Cileungsi Melalui Aplikasi New PLN Mobile
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Institusion
Universitas Islam 45
Author
Aulia, Fryzkadini
Subject
Manajemen
Datestamp
2022-08-18 08:03:56
Abstract :
This study discusses the Customer Relationship Management of PT. PLN (Persero) ULP Cileungsi through the New PLN Mobile application. Before the New PLN Mobile application, PT. PLN (Persero) ULP Cileungsi is known as a company that has poor service quality in the eyes of the public, this is because the company in responding to requests and requests from its customers is not timely in the process. Since the pandemic PT. PLN (Persero) ULP Cileungsi realizes the New PLN Mobile application for the public to use the application as a place to make requests or requests related to electricity problems without visiting the PLN office directly. The purpose of this study was to analyze the Customer Relationship Management of PT. PLN (Persero) ULP Cileungsi through the New PLN Mobile application in improving service quality. The method used in this research is descriptive research with a qualitative approach by looking at the dimensions of service quality according to Parasuraman (1988), where this study wants to know tangibles, empathy, reliability, responsiveness, assurance. The results of this study can be concluded that the application of CRM is carried out by PT. PLN (Persero) ULP Cileungsi in improving service quality has been successfully carried out as a form of CRM implementation by the company in responding and paying attention to what the needs of customers are and paying attention to customer satisfaction. Based on this, it can be recommended for further research to be able to analyze more deeply related to the dimensions of service quality at the state electricity company (PLN). Keywords: Customer, Customer Relationship Management, New PLN Mobile Application.
This study discusses the Customer Relationship Management of PT. PLN (Persero) ULP Cileungsi through the New PLN Mobile application. Before the New PLN Mobile application, PT. PLN (Persero) ULP Cileungsi is known as a company that has poor service quality in the eyes of the public, this is because the company in responding to requests and requests from its customers is not timely in the process. Since the pandemic PT. PLN (Persero) ULP Cileungsi realizes the New PLN Mobile application for the public to use the application as a place to make requests or requests related to electricity problems without visiting the PLN office directly. The purpose of this study was to analyze the Customer Relationship Management of PT. PLN (Persero) ULP Cileungsi through the New PLN Mobile application in improving service quality. The method used in this research is descriptive research with a qualitative approach by looking at the dimensions of service quality according to Parasuraman (1988), where this study wants to know tangibles, empathy, reliability, responsiveness, assurance. The results of this study can be concluded that the application of CRM is carried out by PT. PLN (Persero) ULP Cileungsi in improving service quality has been successfully carried out as a form of CRM implementation by the company in responding and paying attention to what the needs of customers are and paying attention to customer satisfaction. Based on this, it can be recommended for further research to be able to analyze more deeply related to the dimensions of service quality at the state electricity company (PLN). Keywords: Customer, Customer Relationship Management, New PLN Mobile Application.
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