PARTNER: PT PLN (PERSERO) PUSHARLIS
INDUSTRY:
Electricity Services
OBJECTIVE:
To ensure that the concept of a “community satisfaction index” is an effective tool for measuring the level of community satisfaction and welfare. Through a deep understanding of the factors that influence this index, it is hoped that a clearer perspective can be gained regarding the overall quality of life and aspirations of the community.
CHALLENGES:
The basis for implementing the measurement of the community satisfaction index is the international standard ISO 26000:2010 on guidelines for organizations in social responsibility. This standard provides guidance for companies on integrating corporate social responsibility into their policies, practices, and operational procedures, as well as creating positive impacts on society and the environment.
In the modern era, corporate social responsibility (CSR) has become one of the main focuses of companies in contributing positively to society. PT PLN (Persero) Pusharlis, as one of the state-owned enterprises (SOEs) operating in the electricity sector in Indonesia, has recognized the importance of corporate social responsibility in its operations. In efforts to improve service quality and customer satisfaction, PT PLN (Persero) Pusharlis regularly conducts measurements of the community satisfaction index regarding the company’s performance.
SOLUTION:
Based on the results of the questionnaire survey, respondents generally expressed high satisfaction with the social responsibility empowerment program with a score of 96.21 (Very Satisfied).
The highest sources of satisfaction were the Enthusiasm dimension with a score of (98.57), followed by the Economic dimension with a high score of (97.27), and respondents’ assessment of Alignment with Local Potential dimension with a score of 96.95 and Participation (96.76). With the same value of 95.14, the Environmental Perception dimension and the Commitment and Governance dimension respondents felt that PT PLN (Persero) Pusharlis, through the Kampung Berdaya Program, provides benefits in terms of environmental awareness and committed management, as reflected in the empowerment programs group empowerment and opportunities in the local community. In the assessment of the Sustainability dimension, respondents also gave a score of 93.33. These three dimensions (Environmental Perception, Commitment and Governance, and Sustainability) are the lowest sources of satisfaction. However, the assessments of all these indicators are still within the Very Satisfied (81-100).
IMPACT:
In general, residents around RW 06 and RW 05 in Kebonwaru Village, Batununggal, Bandung City feel very satisfied with the performance of the social responsibility program implemented by PT PLN (Persero) Pusharlis through the Kampung Bedaya Program. Measurements conducted across seven dimensions of satisfaction indicate the following:
The level of community satisfaction with the performance of PT PLN (Persero) Pusharlis through the Kampung Berdaya Program is very high across all dimensions measured, with respondents giving scores above 90 (Very Satisfied) in the areas of Enthusiasm (98.57), Economy (97.27), Alignment with Local Potential (96.95), and Participation (96.76), Environmental Perception (95.14), Commitment and Governance (95.14), and Sustainability (93.33). The commitment, competence, and synergy of PT PLN (Persero) Pusharlis’ corporate social responsibility program with the Kampung Berdaya Program are the main strengths of PT PLN (Persero) Pusharlis’ CSR performance. This is evident from the significant support for the program and the willingness of residents to participate, even contributing to the social, economic, and environmental programs implemented. This support also demonstrates the positive reputation and trust of the community in the CSR program and the company’s performance in general.
Let’s create a more empowered and prosperous community through the Kebonwaru Empowered Village Program with PT PLN (Persero) Pusharlis. It’s time to work together to create real change for a better environment and future! Contact Filantra to support impactful and sustainable community empowerment programs.