ANALISIS PENANGANAN PENGADUAN MASYARAKAT MENGENAI PELAYANAN PUBLIK PADA PT. PLN (PERSERO) WILAYAH SUMBAR CABANG SUNGAI PENUH

RESI ERYANI, MURLINUS, FADLAN KALMA

Abstract

The purpose of this study is to determine the handling of public complaints regarding public services at PT. PLN (Persero) Region of West Sumatra, Sungai Penuh branch. The research method used is a qualitative approach method. Informants in this study came from the PT. PLN (Persero) Region of West Sumatra, Sungai Penuh Branch, namely Managers, General Administration and Service Supervisors, Engineering Supervisors, Information Technology Supervisors. The research instrument is the researcher himself and data collection through interviews and field observations. PT. PLN (Persero) Region of West Sumatra, Sungai Penuh Branch, namely Managers, General Administration and Service Supervisors, Engineering Supervisors, Information Technology Supervisors, Handling of Public Complaints regarding Public Services, including problems, procedures and dimensions. The results of this study are the handling of complaints submitted by the community at PT. PLN (Persero) for the area of ??West Sumatra, Sungai Penuh branch, the majority are complaints of technical problems, the procedure for handling complaints at PT. PLN (Persero) for the area of ??West Sumatra, the Sungai Penuh branch can be said to be quite easy, it's just that there are several stages that are considered time consuming. There are several dimensions of handling complaints, the PT. PLN (Persero) for the West Sumatran branch of the Sungai Penuh branch that has implemented the dimensions of commitment, justice, responsiveness and convenience provided to the community.