Strategi Peningkatan Layanan Pasang Baru Daya Listrik Pelanggan Perumahan Di PT PLN (Persero) UP3 Manado

Daniel, Rompas Daniel Fidel (2025) Strategi Peningkatan Layanan Pasang Baru Daya Listrik Pelanggan Perumahan Di PT PLN (Persero) UP3 Manado. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Permintaan terhadap layanan pasang baru daya listrik di PT PLN (Persero) UP3 Manado terus meningkat seiring dengan pertumbuhan pembangunan perumahan. Namun, proses penyambungan sering mengalami keterlambatan, terutama pada permohonan kolektif oleh pengembang, yang berdampak pada ketidakpuasan pelanggan dan risiko kompensasi Tingkat Mutu Pelayanan (TMP) bagi PT PLN (Persero) UP3 Manado. Model pembayaran yang hanya mewajibkan satu rumah membayar biaya penyambungan turut menambah risiko piutang tak tertagih dan keterlambatan konstruksi jaringan. Kondisi ini menunjukkan perlunya strategi peningkatan layanan yang lebih efektif dan terintegrasi. Penelitian ini bertujuan untuk merumuskan strategi prioritas peningkatan layanan pasang baru daya listrik bagi pelanggan perumahan dengan mempertimbangkan faktor internal, eksternal, kepuasan pelanggan, serta opsi inovasi mekanisme pembayaran melalui bank. Penelitian menggunakan pendekatan kualitatif melalui wawancara mendalam dengan 8 narasumber dari PT PLN (Persero) UP3 Manado dan pengembang perumahan, didukung kuesioner untuk penentuan bobot dan skor daya tarik (AS) pada matriks SWOT dan QSPM. Data dianalisis menggunakan perangkat lunak N-Vivo untuk coding faktor strategis, dilanjutkan penyusunan matriks IFE, EFE, IE, SWOT dan QSPM. Hasil penelitian menunjukkan lima faktor dominan penyebab keterlambatan, yaitu keterbatasan material distribusi utama, proses administrasi berulang, mekanisme pembayaran yang tidak sinkron dengan progres konstruksi, koordinasi internal yang kurang optimal, serta keterbatasan monitoring TMP. Analisis SWOT menghasilkan sepuluh strategi alternatif, dan melalui QSPM diperoleh tiga strategi prioritas. Strategi dengan nilai daya tarik tertinggi adalah Kerjasama dengan Bank untuk Kemudahan Pembayaran dengan skor total 7,03, diikuti Kemitraan dengan Developer Perumahan (6,55), dan Pengembangan Layanan Pasang Baru Terintegrasi (6,26). Kesimpulan penelitian ini menegaskan bahwa percepatan penyambungan pasang baru dapat dicapai dengan mengintegrasikan inovasi sistem pembayaran, perbaikan alur internal, dan dukungan teknologi digital.
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The demand for new electricity connection services at PT PLN (Persero) UP3 Manado continues to increase in line with the rapid growth of residential housing developments. However, the connection process frequently experiences delays, particularly in collective applications submitted by developers, resulting in customer dissatisfaction and the risk of Service Quality Level (Tingkat Mutu Pelayanan – TMP) compensation for PT PLN (Persero) UP3 Manado. The current payment model, which only requires one household to pay the connection fee upfront, further increases the risk of uncollected receivables and delays in network construction. This situation highlights the need for a more effective and integrated service improvement strategy. This study aims to formulate priority strategies for improving new electricity connection services for residential customers by considering internal and external factors, customer satisfaction levels, and the potential implementation of an innovative banking mechanism for payment transactions. A qualitative approach was employed through in-depth interviews with eight key informants from PT PLN (Persero) UP3 Manado and housing developers, supported by questionnaires to determine the weights and attractiveness scores (AS) in the SWOT and QSPM matrices. Data were analyzed using NVivo software for coding strategic factors, followed by the development of IFE, EFE, IE, SWOT, and QSPM matrices. The findings reveal five dominant factors causing delays: limited availability of main distribution materials, repetitive administrative processes, unsynchronized payment mechanisms with construction progress, suboptimal internal coordination, and limited TMP monitoring. SWOT analysis generated ten alternative strategies, and QSPM results identified three priority strategies. The strategy with the highest total attractiveness score (7.03) is collaboration with banks to facilitate payment transactions, followed by partnership with housing developers (6.55), and development of an integrated new connection service (6.26). This research concludes that accelerating new electricity connections can be achieved by integrating innovative banking-based payment mechanisms, improving internal processes, and adopting digital technology support.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	strategi layanan, penyambungan listrik, pelanggan perumahan, mekanisme pembayaran, PT PLN (Persero); service strategy, electricity connection, residential customers, banking mechanism, PT PLN (Persero).
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD30.28 Planning. Business planning. Strategic planning.
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26101-(S2) Master Thesis
Depositing User:	Rompas Daniel Fidel
Date Deposited:	05 Aug 2025 11:35
Last Modified:	05 Aug 2025 11:35
URI:	http://repository.its.ac.id/id/eprint/126584

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