Authors : Lely Indah Mindarti, Rendra Eko Wismanu and Ria Isdiana
Abstract: A service basically is one of the functions of the state or government apparatus. A professional and a high quality service is a responsibility that must be provided by the government. The service effectiveness toward the customer’s satisfaction is a necessity. The effectiveness emphasizes and shows the progress of the result achievement of the target that has been decided formerly by an organization. Society satisfaction is a very important factor and it determines the success of a business or a company, since, the society is the consumers of the products. Prepaid electricity is one form of the government services for the society. This prepaid electricity program is also one of the State Electricity Company (PLN) program in order to increase its service toward the society and to fulfill the customer’s satisfaction. This prepaid electricity program is expected to be able to overcome the former system problems such as misreading the meters and uncontrolled usage. It is also expected to lighten the burden of the State Electricity Company (PLN) to reduce the electricity payment arrears and to ease the use of electricity that is suitable for the customer’s financial capability. In addition, society satisfaction is the purpose of this prepaid electricity program. This research analyzes the existence of the influence of prepaid electricity effectiveness on the society satisfaction as the electricity customers in Malang, East Java, Indonesia. This research is conducted using explanatory type of research with quantitative approach. The result of this research shows that the prepaid electricity effectiveness does not give influence on the society satisfaction significantly.
Lely Indah Mindarti, Rendra Eko Wismanu and Ria Isdiana, 2019. The Influence of the Prepaid Electricity Program Effectiveness on the Society Satisfaction (A Study on the Prepaid Electricity Customers in Malang). Journal of Engineering and Applied Sciences, 14: 1879-1884.