Skripsi

EVALUASI PROGRAM TAMBAH DAYA PELANGGAN PT PLN (PERSERO) DI UNIT PELAKSANA PELAYANAN PELANGGAN (UP3) PALEMBANG

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This study aims to evaluate the implementation of the Customer Capacity Increase Program PT PLN (Persero) Palembang Customer Service Implementation Unit (UP3). This program is an effort to improve the quality of public services to meet the community's growing electricity needs. This study used a qualitative approach with descriptive methods and the CIPP (Context, Input, Process, Product) evaluation model developed by Stufflebeam as an analytical framework. The results indicate that, from a contextual perspective, the capacity increase program was implemented to address the community's need for increased electricity capacity, in line with the growth in the number of customers and energy consumption. From an input perspective, the availability of human resources, technology such as the PLN Mobile application, and service procedures were deemed to be sufficiently supportive of program implementation. From a process perspective, the program implementation followed established procedures, but challenges remained, such as lengthy completion times and differences in customer understanding of the procedures. From a product perspective, the program provided benefits in the form of increased customer electricity capacity and supported household and business activities. Although service quality improvements are still needed to achieve optimal customer satisfaction. The Customer Capacity Enhancement Program PT PLN (Persero) UP3 Palembang has been running quite well, but still requires improvements in service, outreach, and process efficiency to be more effective and optimal in meeting community needs. Keywords: Program Evaluation, Capacity Enhancement, Public Service, CIPP, PLN

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Detail Information

Series Title

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Call Number

T2014692026

Publisher

Indralaya : Prodi Ilmu Administrasi Publik, Fakultas Ilmu Sosial dan Politik Universitas Sriwijaya., 2026

Collation

xvi, 149 hlm.; ilus.; tab.; 29 cm.

Language

Indonesia

ISBN/ISSN

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Classification

658.155 07

Content Type

Text

Media Type

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Carrier Type

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Edition

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Subject(s)

Prodi Ilmu Administrasi Publik
Evaluasi Biaya dan Keuntungan

Specific Detail Info

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Statement of Responsibility

MI

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