Judul: Persepsi Pelanggan terhadap Kualitas Pelayanan Publik Perusahaan Listrik Negara (PLN) di Unit Pelayanan dan Jaringan (UPJ) Bekasi Kota.
Abstrak: Public service is one form of the state apparatus functions as a public servant as well as a servant of the state. Seeing an increasingly competitive business world today, the company that provide public service need to change their customer services into a profit center. The quality of service provides an important link between the company and customers, also can help to push the company to achieve their goals and give positive image. Company's image depends on how the company give their services to the customer. Companies are required to constantly monitor public perceptions or opinions about the company, through its institutional functions of Public Relation (PR). The public opinion will become some input for either the company or the PR in order to make a strategy for doing the next performance improvement and giving the company positive image. The purpose of this research is to analyze the customer's perception of the quality of public services at PLN UPJ Bekasi Kota, and the relationship between the internal and external factors with the customer's perception of public services at PLN UPJ Bekasi Kota. The respondents in this research are customers of PLN UPJ Bekasi Kota. Respondents is choosen based on accidental sampling with the amount of the sampling is 100 persons. The method of this research is quantitative approach with descriptive research model. The data analisys is using Rank Spearman test for ordinal data and using Chi Square for testing nominal data. The results of this research show the customer’s perception on the quality of public services at PLN UPJ Bekasi Kota is good with the average score equal to 3.86. Correlation test showed that the internal factors there are five significant correlation, which is the relationship between education level and assurance, education level and responsiveness, education level and tangibles, income level and tangibles, and the frequency of respondents calling and responsiveness. Beside that there are no significant correlation on other variables in the internal factor. External factors, which only have one variable, that is the media of communication, from the correlation test result show that there is no significant correlation between the media of communication with the reliability, assurance, empathy, responsiveness and the tangibles of public service at PLN UPJ Bekasi Kota.
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Judul: Analisis kepuasan pelanggan dan hubungannya dengan karakteristik pelanggan listrik prabayar PT. PLN (Persero) area pelayanan jaringan Di Kota Bogor
Abstrak: The times and technology increasingly encourage people to meet critical needs, in addition to basic needs such as food, clothing and shelter. Electricity is one of the important requirement that allows people to complete a job or daily activities. In addition to lighting as an energy source, electricity can also be converted into other energy sources that are useful to people's lives, such as thermal energy source and energy of sound. The need for electricity is increasing with population growth and urban development. The need for electrical energy source can be obtained through supply from state electricity company PT PLN (Persero). The research objective is (1) Identify the characteristics of household customers prepaid electricity company PT PLN (Persero) APJ Bogor, (2) analyze the importance and customer satisfaction on quality household electrical Create PT PLN (Persero) APJ (Service Area Network) Bogor, and (3) analyze the relationship between customer characteristics prepaid electricity company PT PLN (Persero) APJ Bogor satisfaction level. Sample with drawal by convenience sampling. Method of data collection through interviews with tools questionnaires to household electricity were prepaid customers who live in housing that is spread over an area of East Bogor rayon. The method of analysis used in the processing of the data is descriptive analysis, Importance Performance Analysis, Customer Satisfaction Index and Chi-squared test. Based on the survey results revealed the characteristics of prepaid electricity customers most customers gender 62% male with an age range 35-45 years 41%. Working as a private employee in the amount of 46%, revenues Rp2.500.000, - 5,000,000, - the length of the subscription for 1-2 years by 64%. Based on the results of research in getting results in a value of customer satisfaction through CSI method worth 91.43% were in the range of 0.80 to 1.00 which means so far the PT PLN APJ Bogor has been satisfying customers. Moreover, it can also be obtained through the method of science outcomes that need to be improved is the ease of purchase voucher, the hospitality and the courtesy officer receiving the complaint and provide the service and attitude of staff on reception complaints. Based on Chi-squared test showed that only the characteristics of customers who have a relationship with job satisfaction of the respondents it can be seen from the Khi-kuadrat value count> Khi-kuadarat table (28.225> 26.296) or the P value (Sig Asymp.) 0.03 > 0.05 then H1 is accepted.
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Judul: Embriogenesis ikan buta (Astyanax fasciatus)
Abstrak: Ikan buta Astyanax fasciatus adalah spesies ikan unik dari famili Characidae yang menempati perairan dalam gua di Wilayah La Cueva Chica-San Luis Potasi-Mexico. Ikan ini memiliki mata yang tereduksi (Blind Cavefish) dan warna kulit merah muda, pucat serta mengkilap.
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