Kualitas Pelayanan Keluhan Pelanggan pada PT PLN (Persero) Unit Pelaksana Pelayanan Pelanggan Medan Utara

Abstract

Service quality is a crucial factor in maintaining customer satisfaction and loyalty, especially for public service companies like PT PLN (Persero). PT PLN UP3 Medan Utara often receives various customer complaints, ranging from sudden power outages to technical issues. This study aims to evaluate the quality of complaint handling services within the company. The research employed observation and interviews with 20 customers who had submitted complaints. The results show that the service is generally good in terms of staff attitude and available facilities. However, issues remain in response speed and customer understanding of service procedures. The average resolution time ranges from 1 hour to 3 days. The study concludes that although PLN’s services have improved, further efforts are needed to enhance efficiency and information accessibility, particularly for elderly customers.