Publication Details
Abstract
This study aims to analyze the gap between the level of importance and the level of performance using the importance performance analysis method in PT. PLN (Persero) ULP Petta. PLN ULP Petta is the largest unit with the most customers and income in the PLN UP3 Tahuna work area. A decrease in performance can have a negative impact on the company's reputation and performance. The variables or indicators used in this study are physical evidence, reliability, responsiveness, assurance and empathy. The type of research used is quantitative research with a descriptive-comparative study approach. The research took place at PLN ULP Petta, the population was taken as 149 customers with a sample of 60 customers. Based on the results of the study, it can be concluded that there is a gap between the level of importance and the level of performance in the 5 indicators studied for the Service Quality Variable.