Cartesian Diagram Research Articles

Public Attitude to Urban Public Transportation Services in Jember, Indonesia

In this current condition, people’s interest in using public transportation in Jember is decreasing with a low load factor value below 50%. It can be caused by the quality of services provided by service providers to the satisfaction of public transport users. Importance-Performance Analysis (IPA) method is used to determine the level of satisfaction of public transport users in Jember District. The satisfaction level of public transport users is obtained from several attributes that belong to the Cartesian diagram. The attributes that need improvement are the punctuality of the services, providing a sense of security and comfort and first aid facilities. The user's willingness to pay is Rp.4,000.00 - Rp.5,000.00. Directions for future studies are presented

ANALISIS KEPUASAN PENGUNJUNG TERHADAP KUALITAS PELAYANAN DENGAN METODE SERVICE QUALITY (SERVQUAL) DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)

Service Quality is an expected advantage by visitors. The purpose of this study is to find out how satisfied visitors are with the service quality at Pasar Modern Bintaro by using the service quality (Servqual) and importance performance analysis (IPA) method. Tangible, responsiveness, reliability, assurance, and emphaty are five dimensions of service quality used to assess visitor satisfaction. The results of the study show that there are gap between expectations and the reality received by visitors with an overall average of -0,72. The highest gap is in the tangible dimension of -0,82 and the lowest gap is in the emphaty dimension of -0,59. Based on Cartesian diagram mapping via importance performance analysis, there are 3 attributes that considered important by visitors but their performance are still low, these attributes include (1) cleanliness and comfort of facilities in the market area, (2) availability of managers in handling complaints quickly, and (3) security when visiting and making transactions.

Kualitas Layanan Inaportnet pada Kantor Kesyahbandaran dan Otoritas Pelabuhan Kelas I

This research aims at determining the quality of Inaportnet services by comparing service performance and service user expectations. A quantitative approach with the Importance Performance Analysis (IPA) method was used with a saturated sample of 23 respondents. Primary data was collected by distributing questionnaires. The analysis was carried out to determine the suitability of service performance to the expectations of service users which is described through the IPA Matrix in the form of a Cartesian diagram. The results showed that the total level of conformity was 94.46% so the suitability of the overall service performance was still below the expectations of service users. However, judging by the Interpretation Guidelines, the level of suitability of service users was very satisfied. Gap analysis was used to find out whether there was a gap in service at the Port in Banten by looking for the difference in the value of performance and the value of importance (expectations). The results of the Gap Analysis calculation (gap score) showed that each item of the instrument was negative, which means that it still needs to be reviewed and improved on each item of the instruments

Analisis Kepuasan Konsumen Terhadap E- Service Quality Gofood di Kota Mataram

The Research is conducted to satisfation for E-quality to use toward the using of GoFood application at consumers' in Mataram city. This type of research is an associate study. The population in this research is Mataram city comminity that uses GoFood application, with a sample of 100 responden. Sample technique use Non probability samplig with Purposive sampling method. The data-collection techniques used, angket and documentation. The analysis technique which is applied to examine is Consumer Satisfaction Index Analysis and Cartesian Diagram Analysis. The research result shows that there is a positive influence and significant of perceived usefulness and petceived ease of use toward the using of GoFood application at consumers’ in Mataram city, hence it is recommended to Gojek workers to make more impact on services and security and to continue recovery by promoting technological ease, enabling consumers to interact more easily, conveniently and safely

Analysis of Building Sanitation And Cleaning Facilities Case Study of Environmental Service Company

This study aims to determine the sanitation conditions of buildings and cleaning facilities at an Environmental Services Company. In this research, the Importance Performance Analysis (IPA) mapping of each attribute of the assessment of the sanitation condition was evaluated so that it can be seen which assessment attributes have low values and need to be assessed to get corrective action as a top priority. This research is descriptive quantitative research by collecting data through direct observation and distributing questionnaires to all employees of the Environmental Services Company. The results of 20 respondents were processed using the SPSS 16 application. The results showed that the sanitation conditions of the buildings and cleaning facilities at the Environmental Service Company did not meet the requirements. Priority mapping of the sanitation attributes of buildings and cleaning facilities using the Importance Performance Analysis (IPA) method can be seen in the Cartesian diagram. The result shows that from all 17 building sanitation attributes, there are 3 attributes in quadrant A. While 7 attributes are in quadrant B, 3 attributes are in quadrant C, and 3 attributes are in quadrant D. Of the 46 sanitation attributes for sanitation facilities, there are 8 attributes in quadrant A, 24 attributes in quadrant B, 13 attributes in quadrant C, and 1 attribute in quadrant D. Attributes that have low scores on building sanitation, namely the yard and roof of the building, while in sanitation of cleaning facilities, namely lockers in the changing room, trash cans, and sanitary napkins.

Evaluation of service quality and complaint handling on outpatient satisfaction at the pharmaceutical installation of mokoyurli buol regional public hospital

Pharmaceutical installations have an important role in improving and providing effective services to achieve patient satisfaction. Patients' complaints occur if they receive a service that does not meet expectations. The hospital management must investigate the causes of patients' complaints. Solving the patients' complaints indicates that the hospital can fulfill their expectations. The purpose of this study is to examine the results of servqual on service quality, customer satisfaction index, and importance-performance analysis on service quality and complaint handling. This research employed a descriptive design with qualitative and quantitative approaches. The study was conducted by distributing questionnaires to 100 outpatients. The respondents' answers were then analyzed using the Cartesian diagram to obtain quadrants A, B, C, and D. Interviews were directly conducted with the complaint management and pharmaceutical installation staff to explore the attributes included in quadrant A (top priority). The patients were selected using the purposive sampling method. Finally, the data were analyzed using the servqual analysis, importance-performance analysis, and customer satisfaction index. The result shows that the service quality dimension has a negative gap value. The reliability dimension has the smallest gap while the responsiveness dimension has the largest gap. The result of the customer satisfaction index shows that outpatient satisfaction with the service quality and complaint handling has a value of 56.53%. Thus, this dimension is categorized as quite satisfying. The result of the importance-performance analysis shows that the dimensions included in quadrant A are the tangible evidence dimension, including poor physical facilities, and the responsiveness dimension, including patients' long waiting time to manage prescriptions and complaint handling.

EVALUATING THE CUSTOMER SATISFACTION ON THE SERVICE QUALITY OF TULANGAN SIDOARJO NEW MARKET PARKING

The evaluation of customer satisfaction becomes a vital aspect for investigating the satisfaction level of customer toward the parking service at Tulangan New Market. This research aimed at improving the service quality and performance of parking facilities at Tulangan New Market. It also intended for investigating the characteristic of customer who frequently use the parking facilities. To ease the data analysis, the researcher used Important Perfomance Analysis (IPA) method. The assessment upon 60 respondent concerning the satisfaction and interest was portrayed in quadrant 1, whereas quadrant 2 only had 1 point of questionnaire instrument. Quadrant 3 in the cartesian diagram only gained 2 questionnaire instrument and quadrant 4 had 8 questionnaire instrument. Accordingly, the respondents were satisfied with the performances of 8 questionnaire instrument because quadrant 4 earned the most points. The conclusion, the customers of parking felt satisfied with existing service of parking facility.

Analisis Unggahan Media Sosial pada Instagram Rachel Vennya Menggunakan Metode Importance Performance

Instagram is one of the social media applications that can publish photos or videos for its users. Rachel Vennya is a well-known Instagram user who has more than five million followers. This research was conducted to see the expected posts by Rachel Vennya's followers on Instagram. Through the importance-performance analysis (IPA) it will be known the types of posts that are interesting and need to be increased in publication. This study's two IPA approaches, namely expected performance analysis (EPA) and importance-performance matrix analysis (IPMA). The results of each analysis are then mapped into a Cartesian diagram so that it is known that several posts increase follower loyalty and posts that need to be increased or decreased. After comparing the two Cartesian diagrams, it is known that there is no difference in the placement of variables between the two analyzes. Posts that deserve to be maintained include Motivation, Cooking, Family, and posts considered excessive in the publication are Business and Endorsements. Furthermore, customer satisfaction index (CSI) analysis was carried out to see follower satisfaction. The CSI value obtained is 72.69, which indicates the follower satisfaction index belongs to the satisfied criteria.

Analisis Swot Sebagai Landasan Dalam Menentukan Strategi Pemasaran Oleh Two Mart Swalayan

This research was conducted at Two Mart Swalayan which is a business engaged in the retail sector in the city of Padang, the background underlying this research is the unstable sales problem experienced by Two Mart Swalayan in the last 2 years which tends to fall slightly in the middle. in the last year, so an analysis is needed to identify the causes of the problem and the right marketing strategy is needed to overcome it. The method used is a SWOT analysis with IFAS and EFAS matrices and a cartesian diagram of SWOT analysis.The results showed that the position of Two Mart Swalayan is in quadrant II because it has the highest strategy score SO = 5.361, followed by other strategy scores SO = 4.973, WT = 3.302 and WO = 2.914. In this condition, the suitable marketing strategy to use is ST (Strength - Threats), which is a diversification strategy, where this diversification strategy is a way to manage risks by minimizing potential hazards by exploiting existing opportunities. Diversification strategies that can be used are such as horizontal diversification, namely adding non-existing products and providing new services with the use of technology so as to make customers more interested in shopping at Two Mart Swalayan

A framework model to determine groundwater contamination risk based on a L-Matrix of aquifer vulnerability and hazardous activity indices

The method presented in this study assesses groundwater contamination risk using a L-Matrix system approach. The L-Matrix in this case is a cartesian diagram where the XX-axis represents aquifer vulnerability (0≤V≤1) determined by the well-known DRASTIC model, and the YY-axis represents the potential hazardousness (0≤H≤1) of an activity (infrastructural development, industrial activities, livestock and agriculture) measured by a European Commission approach. The diagram is divided into four regions, the boundaries of which are set to V = 0.5 and H = 0.5. Watersheds are represented in this diagram considering their V and H indices, and assigned a potential contamination risk if groundwater sites located within their limits show contaminant concentrations above legal limits for a given use. Depending on the region the watershed falls in the L-Matrix diagram, different management or contamination prevention actions are highlighted: activity development, activity monitoring, activity planning or activity inspecting. Watersheds located in the inspecting region and simultaneously evidencing contamination risk require immediate action, namely conditioning or even suspension of use. The method is tested in the Paraopeba River basin (Minas Gerais, Brazil), a densely industrialized basin that was recently affected by an iron-ore mine tailings dam break.•The L-Matrix diagram highlights different groundwater susceptibility realities experienced by watersheds with different combinations of aquifer vulnerability and activity hazardousness, namely possibility for potential expansion of new hazardous activities but also the necessity to periodically inspect and eventually condition or suspend others.•The L-Matrix diagram is likely a better approach to implement contamination prevention measures in watersheds, than the integrated contamination risk index used by most methods.

Applying Importance Performance Analysis (IPA) Method in Analyzing Level of Service Quality

The more the startups are established in Indonesia, the higher the competition for companies in offering their products and services to customers. In overcoming increasingly fierce business competition, Bliin always makes efforts to improve the quality of service on its application with the aim of creating customer satisfaction. This research employed a descriptive, quantitative method. The population in this study comprises the users of Bliin application who have made transactions and live in Bandung City. the sample used amounted to 191 respondents. The data were collected through questionnaires. The analysis method used the Gap analysis and Importance Performance Analysis (IPA). Based on the Gap analysis method, the overall Gap average value shows the results (-0.43) However, from the overall value per attribute item, almost all attributes are negative. There are only three attribute items that are positive. On the overall average value of the level of performance of (3.73) is smaller than the level of importance or expectation of (4.16). This indicates that the perceived service < the expected service which means that the perceived performance is not as expected. From the results of the IPA analysis method on the Cartesian diagram mapping, there are 9 attributes in quadrant I (high importance and low performance) and 8 attributes in quadrant II (high importance and high performance).

ANALISIS PENINGKATAN KUALITAS PELAYANAN MENGGUNAKAN PENDEKATAN E-SERVQUAL, IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN POTENTIAL GAIN CUSTOMER VALUE (PGCV) PADA WEBSITE PT.POS INDONESIA

research objectives are to identify the service quality level of PT. Pos Indonesia website and to recognize certain criteria which needs to be improved based on the improvement priority scale in the service quality of PT. Pos Indonesia website. This research was conducted by using E-ServQual method (Electronic Service Quality), Importance Performance Analysis (IPA) and Potential Gain Customer Value (PGCV). The analysis was conducted using 20 items criteria in terms of 6 dimensions included Efficiency, Fullfilment, System availability, Privacy, Responsiveness, and Contact. The data collection method used was questionnaire, which involved the sharing of google forms link through social media to share and collect the questionnaire result. The result of this research showed that the electronic service quality of PT. Pos Indonesia website is in a good category. Generally, the service performance of PT. Pos Indonesia website has meet customers’ expectation, or satisfactory. However, fulfillment dimension still has a negative gap. On the E-Servqual method found 4 (four) criteria with the negative gap value and other 16 criteria with the positive gap value. By using Cartesian diagram on the Importance Performance Analysis (IPA) method found 3 (three) priority criteria which believed as the very important criteria by the customer of PT. Pos Indonesia, however, the services given were not quite satisfactory. From 3 (three) obtained criteria, arranged based on the improvement priority level by using Potential Gain Customer Value (PGCV) method, the order were : 1) the tracking point compatibility of the most up-to-date and proper product delivery, 2) the availability of PT. Pos Indonesia website’s customer service representative website, 3) the estimation of product shipping cost listed on PT. Pos Indonesia website matches the cost to be paid.

Analysis of Receptionist Service Quality to Increase Guest Satisfaction at Hotel Yusro Jombang

This study aimed to analyze the level of receptionist service quality in increasing guest satisfaction at Hotel Yusro Jombang, East Java. The number of samples used was 60 respondents, with a purposive sampling data collection technique. The primary data collection method for service quality variables is using a questionnaire that has been tested for its validity and reliability. The analysis technique used is Customer Satisfaction Index, Servqual, and Importance Performance Analysis, presented in a Cartesian diagram. This study indicates that there is a negative, positive and neutral gap between guest perceptions and expectations. Customers are satisfied with the services provided because the value of the positive gap is more than the negative. The quality level of receptionist service in improving guest satisfaction at Hotel Yusro Jombang has been good, because the value of customer satisfaction index (CSI) of 90.22% is in the range of 81%-100%, meaning, in general, the guest satisfaction index at Hotel Yusro Jombang is on the "very satisfied" criteria. Next, based on the result of importance-performance analysis, each indicator's position in the cartesius diagram found an indicator that is a priority to be fixed, i.e., indicator in the A quadrant and an indicator that is an achievement to be maintained indicator which is in the B quadrant. As for indicators that are considered most satisfying by guests, they are X3 indicators, X5 indicators, and X10 indicators, each of them has a score of 0.04.

Tourist Satisfaction Level of Front Office Department Staff Services at Tanadewa Resort & Spa

The purpose of this study is to analyze customer satisfaction on the service of the front office department staff at Tanadewa Resort & Spa and to describe the indicators that need to be improved and maintained by the front office department staff at Tanadewa Resort & Spa. The sample used in this study were tourists who stayed at Tanadewa Resort & Spa in March - July 2021. The sampling technique used was incidental random sampling with a total sample of 50 respondents. Data were collected by questionnaires distributed to respondents, then the data obtained were processed using SPSS version 26. The analytical techniques used were servqual analysis and Importance Performance Analysis. Servqual is used to analyze the level of tourist satisfaction with services obtained which can be seen from the gap results, while Importance Performance Analysis is used to group service quality indicators into a Cartesian diagram to describe indicators that need to be improved and maintained. The results of this study indicate that customer satisfaction with the service of the front office department staff at Tanadewa Resort & Spa is still not good, because of the 15 service quality indicators there are 9 indicators with negative gap values ​​and 6 indicators having positive gap values. And there are 4 indicators whose performance must be improved and 5 indicators whose performance must be maintained by the front office department staff at Tanadewa Resort & Spa in order to increase customer satisfaction.

Analysis of Transportation Services Using Service Quality Method

Transportation business people try to meet customer needs by providing the best quality service and maximum facilities so that customers feel satisfied with the services that have been provided, but the quality of services that have been provided is not solely in accordance with customer expectations and perceptions. The purpose of this research is to find out how good the level of service quality has been, it is necessary to measure the service quality between customer expectations and perceptions of the service quality. The research method used is to compare customer expectations and perceptions using the service quality gap method. 5. The research instrument is a questionnaire consisting of 25 statement variables and classifies into 5 dimensions of service quality according to Parasuraman's, namely the dimensions of tangibles, reliability, responsiveness, assurance and empathy. The overall level of customer expectations got an average score of 3.06 and the level of perception perceived by customers as a whole got an average score of 2.90. The statement with the highest gap (gap 5) and included in quadrant A (the main priority for improvement) on the Cartesian diagram is in the quality of service regarding buses facilitated by safety support (first aid kits, fire extinguishers and emergency exits), buses facilitated by entertainment support (karaoke and LCD TV) and buses are facilitated to support comfort (reclining chairs, air conditioning, blankets and pillows). The impact this research about the quality of service is not appropriate or does not meet the expectations of customers, therefore it is necessary to improve the quality of related services so that the quality of service provided is maximal and can meet customer expectations

Visitors' Perceptions of Service Quality In Taman Eden 100 Agro-Tourism

This study aims to describe the level of visitor satisfaction in Eden 100 Agrotourism based on visitor perceptions, analyze the service performance of Eden 100 Agrotourism Center to influence service quality at Eden 100 Agrotourism Park, and how to improve service quality in Eden 100 Agrotourism Area. purposive, namely in Eden 100 Agrotourism which is located in Lumbanjulu Village, Lumbanrang District, Toba Samosir Regency, North Sumatra Province. This sampling method uses purposive sampling, the sampling technique is not based on random, regional or start, but based on considerations that focus on certain goals. The data analysis method used is a descriptive method and Importance Performance Analysis. The results of the study where the calculations were carried out using the help of SPSS version 15. The results of this study were: 1) The level of suitability of visitors was 73.05%-114.15%, the average level of conformity obtained was 96.53%. The average value of conformity is 17.62% lower than the level of visitor satisfaction which should be 114.15%. In this case, it can be concluded that the level of service performance of Taman Eden Agrotourism 100 is lower than the level of interest or expectations of visitors. 2) Based on the measurement results using Importance Performance Analysis, it can be seen in the Cartesian diagram that the location of items that affect visitor satisfaction with service quality at Taman Eden Agrotourism 100 is divided into four quadrants. 3). Based on the results of the Cartesian diagram, it is known that the service quality dimension attributes that need special attention are in quadrant A (priority) in the context of agro-tourism efforts in improving service quality, including a. the ability of employees to guide visitors which is included in the reliability variable, b. employees are willing to provide fast service which is included in the responsiveness variable, c. the patience of employees in providing services that are included in the guarantee variable, d. employees do not discriminate in serving visitors which are included in the guarantee variable.

Evaluasi Pengunjung Terhadap Kualitas Pantai Palippis Sebagai Ruang Publik Tepian Air Berbasis Placemaking

Palippis Beach is an underwater coastal tourism object (snorkeling) and a rest area, but there is a conflict with managers who prioritize finance and a lack of visitors from year to year, which causes Pantai Palippis being not optimal as a waterfront public space. The aim of this research is to determine the quality of Palippis Beach as a waterfront public space and the recommendations of its development based on the placemaking approach. This research was conducted from November 2019 until February 2020 (4 months). This research used primary and secondary data which collected by field surveys, questionnaires, interviews, documentation and literature studies. The research location takes a part of the rest area which is located between Polewali Mandar and Majene Regencies. The analysis used in this research is Importance Performance Analysis (IPA) method, activity mapping analysis (behavior mapping), and infrastructure analysis. The results showed that the quality value of Palippis Beach using the IPA questionnaire method gets a value of 83.50% which declared as a high quality because it is between 76% -100%. The intensity of use from Palippis Beach scores 54.54% on weekdays and 53.2% on holidays which is considered high because it is in the range of 51% -75%. There are several tourist infrastructure that still need to be equipped, such as tourism services, security, and cleanliness so quality improvement recommendations are required based on the four quadrants resulting from the Cartesian diagram of the IPA method. These directives are recommendations for the development, maintenance, utilization and adjustment of tourist area infrastructure in accordance with applicable standards.

Business Strategy of Indah Kiat Pulp and Paper Perawang Mill, Riau, Indonesia using PESTLE, Porter’s Five Forces, and SWOT Analysis under SOSTAC<sup>®</sup> Framework

According to the company annual report (INKP Annual Report, 2019), PT. Indah Kiat Pulp and Paper (INKP) experienced a decrease in net sales of 3.4% and net profit of 53.4% from the previous year. The decline was followed by the Covid-19 pandemic which could affect the company's sales and profits. The study was conducted using a descriptive approach in order to capture the phenomena that occur through analysis of current conditions both internal and external using PESTLE, Porter, and SWOT analysis. Afterwards, it formulates the company objective, strategy, tactics, action, and evaluation or control using the SOSTAC® framework based on the analysis result. Data are obtained from interviews, observations, documentation, and publication reports. The results of the research describe that the predominant internal strategy factors on the Strengths of INKP are the product quality and production process efficiency, and the Weaknesses are product distribution and its distribution channels. Meanwhile, the predominant external strategic factors on Opportunities are other needs in pulp derivative product, availability of raw materials and fiscal policy, and as for Threats are a decrease in fine paper demand and technology adaptation. Using the Cartesian SWOT diagram, it is found that the results of EFAS and IFAS are in the ST main strategy quadrant, which is Diversification. Based on the results of the analysis, it can be formulated that the objectives of the INKP strategy are to make diversification product such as rayon fiber with masks as the final product from pulp as the raw materials in 1 year and shifting production from 56% paper and 43% pulp to 45% paper, 34% pulp, and 20% rayon fiber in 3 years to maintain sales volume and gain increased profit. The corporate level strategy is a diversification product while the business level strategy is a differentiation product in accordance with Porter's Generic Matrix. This investment has a positive value of both CAPM and NPV while CAPM has 0.0708 value. As for the IRR, the rate of return is 39.87%. Planned tactics and actions using project management with Gantt Chart within a project period of 1 year in the main activities of building production lines and marketing. Control and evaluation are carried out through the implementation of targets or KPI in accordance with work functions. EBIT and EBITDA is used at the final level of overall production and marketing.

ANALYSIS OF COMMERCIAL CUSTOMER SATISFACTION LEVEL IN PT PERUSAHAAN GAS NEGARA (PERSERO) TBK SBU DISTRIBUSI WILAYAH III SUMATERA BAGIAN UTARA

This study examined of Commercial Customer Satisfaction Level In PT Perussahaan Gas Negara (Persero) Tbk, SBU Distribusi Wilayah III Sumatera Bagian Utara. . The study used descriptive statistical analysis using cartesian diagram which divided into four parts bounded by two lines that intersect perpendicularly at points X and Y. This diagram is also called the importance-performance matrix is used to describe the priority dimension of service quality. or service attributes that need to be improved and serve as a guide for formulating improvement strategies based on decrease in the number of customers in the commercial customer segment from 579 customers in 2012 to 540 customers in 2017, while customers in other segments, namely industry and households increased. The population in this study is all commercial customers in the State Gas Company (Persero) Tbk SBU Distribusi Region III in Medan City as many as 540 commercial customers during the period of 2018. Sampling technique in this study by using probability sampling method with simple random sampling technique. From the results of the research and discussion described in the previous chapter, it is concluded that based on the Descriptive Analysis and Cartesian Diagram Analysis that the influence of service quality consists of: tangible (direct evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee). ), and empathy for the level of satisfaction of commercial customers at PT. Perusahaan Gas Negara (Persero) SBU Distribusi Wilayah III Sumatera Bagian Utara is categorized as sufficient. From the five dimensions of service quality, the most dominant variable inservice improvement is the tangible variable (direct evidence).

Kualitas Pelayanan Terhadap Kepuasan Pelanggan Menggunakan Metode Customer Satisfaction Index dan Importance Performance Analysis Pada PT. PLN (Persero) Area Meulaboh

The level of customer satisfaction with service is an important factor in developing a service provision system that is responsive to customer needs. Based on the results of this study, namely the results of the CSI calculation, the customer satisfaction index value for the services provided by the PLN Meulaboh Area is 86% on a scale range of 85% < X 89% so that it can be said that the level of customer satisfaction there is generally in the Very Good category. means very good but there is still a sense of dissatisfaction from customers of PT. PLN (Persero) Meulaboh Area is 14%, therefore the service level of PT. PLN (Persero) Meulaboh Area should be further improved. Based on the results of the calculation of the level of conformity with the interests of the customer, it can be seen clearly from the Cartesian diagram, where there are 6 attributes that need to be repaired immediately, namely (P6) the accuracy of each record made by the meter reader officer, (P10) The condition of the KWH meter (turnover of numbers). according to the amount of usage), (P11) the speed of response in serving requests for submitting new pairs or changes in power, (P13) the lack of speed in the procedures for installing new connections or simple power changes, (P16) smooth processing of electricity payments through local banks and (P16) P24) compensation to customers for mistakes made by officers.