ABSTRACT

Technical Services is a division of PT. PLN (Persero), which handles all the electrical
interference that is can happen any time. While impaired is an unplanned event which may
cause disruption or loss of quality of power supply to customers due to damage or
abnormalities in network and equipment.
To overcome limited of human resources, PT. PLN (Persero) make the appointment directly
to handling this division to private parties in order to support performance improvement,
quality improvement and optimization of customer service better. From this background the
authors are interested make it to research, so can to measure and evaluate performance
technical services in 24 Hours PT. PLN (Persero)
This research analyze the approach method Customer Satisfaction Index (CSI) and
SERVQUAL (Service Quality) are integrate into the matrix of Quality Function Deployment
(QFD) is the House of Quality. Research using five variables that is quality dimensions
Tangible, Reliability, Responsiveness, Assurance and Empathy.
In this research, pre-test this appraisal on 24 report and 21 report was valid states, so referred
as formal questionnaire. The questionnaires were distributed to 50 respondents use a random
sampling method. From 21 report that have assessed then there are 12 items included in the
response of characteristics technical because these attributes are considered very important to
consumers but service providers have not implement consumer desires power users.

Keywords: Engineering Services, Performance Evaluation Services, QFD, Customer

Satisfaction Index, Service Quality, Random Sampling