OPTIMIZATION OF CUSTOMER SERVICE ADMINISTRATION AT PT. (PERSERO) PLN CUSTOMER SERVICE UNIT (ULP) PURBALINGGA

Abstract

Administration in customer service is an important element in every organization engaged in the service sector, including in electricity service providers such as PT. PLN ULP Purbalingga. This study aims to describe and analyze the customer service administration applied in customer service management, as well as identify and analyze the inhibiting factors of the service system of PT. PLN in the service process. The method used in this study is the descriptive method. With data collection techniques through interviews, observations and documentation. In the services provided by PT. PLN ULP Purbalingga has implemented an integrated service system, but there are still several obstacles in terms of customer service response time, ineffective communication, and customer complaint management system.