PARTNER: PT PLN (PERSERO) PUSHARLIS
INDUSTRY: Electricity Services
OBJECTIVE: To ensure that the concept of “public satisfaction index” is an effective tool in measuring the level of public satisfaction and well-being. Through a deep understanding of the factors that influence this index, it is hoped that a clearer view of the overall quality of life and aspirations of the community can be provided.
CHALLENGES:
The basis for measuring the public satisfaction index is the international standard ISO 26000:2010 on guidelines for organizations in social responsibility. This standard provides guidance for companies in integrating corporate social responsibility into their policies, practices, and operational procedures, as well as creating positive impacts on society and the environment. Although it does not specifically address the measurement of public or customer satisfaction, this measurement can benefit organizations in their efforts to fulfill their social responsibilities
SOLUTION:
Based on the results of the questionnaire survey conducted, respondents generally expressed high satisfaction with the social and environmental responsibility program, with a score of 95.63 (Very Satisfied).
The highest sources of satisfaction were the Time to Resolution dimension (98.09), followed by the Impact & Benefits dimension and Requirements dimension, both with scores of 97.14, followed by the Implementer Competency dimension (96.19). With a score of 95.71, respondents felt that PT PLN (Persero) Pusharlis, through its TJSL program in collaboration with PT. Karya Mandiri Manufaktur provide value to the Facilities & Infrastructure dimension. In the Product Specifications & Service Type dimension, respondents also gave a score of 94. These two dimensions (Complaint Handling, Suggestions & Feedback, and Systems, Mechanisms & Procedures) are the lowest sources of satisfaction with the same score of 93.33. However, the evaluations of all these indicators remain within the Very Satisfied range (81-100) and above 90.
IMPACT:
In general, PT Karya Mandiri Manufacture is very satisfied with the performance of the social responsibility program implemented by PT PLN (Persero) Pusharlis through the TJSL Employee Certification Training Program for PT Karya Mandiri Manufacture employees. The measurements conducted across the eight dimensions of satisfaction reveal the following findings. The level of public satisfaction with the performance of PT PLN (Persero) Pusharlis through the TJSL Employee Certification Training Program Certification Training Program for employees of PT Karya Mandiri Manufacture is very high across all measured dimensions, with respondents giving scores above 90 (Very Satisfied) in the areas of Completion Time (98.09), Impa ct &Benefits (97.14), Requirements (97.14), Implementer Competency (96.19). Facilities & Infrastructure (95.71), Product Specifications & Service Types (94.6), Complaint Handling, Suggestions & Feedback (93.33), and Systems, Mechanisms & Procedures (93.33). The commitment, competence, and synergy of PT PLN (Persero) Pusharlis’ corporate social responsibility program with the TJSL Training and Certification Program for employees of PT Karya Mandiri Manufacture is the main strength of PT PLN (Persero) PUSHARLIS’ TJSL performance. This is evident from the significant support for the program and the willingness of PT Karya Mandiri Manufacture to participate. This support also demonstrates the positive reputation and trust of the community/company in the TJSL program and the company’s overall performance.
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