Public Service Quality

Adelvia Nabunome, Budi Prihatminingtyas


The limited quality of public service given by PT. PLN District Soe as electricity supplier for people who live in Regency of Southern Timor Tengah arouses customer’s dissatisfaction. The electricity’s power outage or blackout will disturb and annoys costumer’s activities, because electric power is one of many basic necessities in our daily lives for cooking, lighting, as energy source for some electronic equipments, supporter for health services and lots more. The purposes of this research are: (1) How does the quality image of National Electricity Company services in Regency of Southern Timor Tengah. (2) What factors that constraint and support service quality of National Electricity Company in the Province of Southern Timor Tengah. This research is held at working area location of PT. PLN District Soe for three months started from January to March 2016. The method of this research is Descriptive Qualitative, with purposive sampling as its sample collection’s technique. Data source was taken from primary and secondary data by using research instruments of questionnaire, interview, observation, and documentations. The result of analysis shown that the quality of its public service is less than satisfactory because of too many blackouts for compensating insufficient electric power.  Slow responses in service occur because of insufficient manpower, many stealing of the electrical cable and electricity selling prize. As for supporting factor is physical facility. However, electricity is needed by our society, if there exists limited or poor quality in electricity services, the impact will make customer trust reduce to minimum level.

Keywords: Service Quality, Electricity

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