Customer satisfaction performance evaluation at PT PLN (Persero) West Java using the Malcolm Baldrige criteria for performance excellence

https://doi.org/10.35912/jomabs.v1i4.2174
Published: Jun 26, 2024

Abstract:

Purpose: The purpose of this research is to assess and determine whether a system implemented for customers is in accordance with needs. This requires a comprehensive and integrated performance evaluation related to Customer Focus using malcolm balance criteria for performance excellence (MBCfPE).

Method: This research was conducted in PLN West Java using qualitative and quantitative methods. Data and information related to conditions in the company were obtained through interviews, document reviews, and employee surveys.

Results: PLN West Java implemented the MBCfPE Customer Focused criteria effectively. The customer service process refers to the criteria required by MBCfPE so that it can support the achievement of excellent customer satisfaction performance results. Based on these results, there are several recommendations for improvement that PLN West Java should carry out to improve the customer service process so that it can improve customer satisfaction performance, support business continuity, and increase competitiveness.

Limitations: This research only focuses on the management of PLN West Java's Customer Focus, which is reflected in the customer focus criteria categories and customer focus results based on MBCfPE. This study does not evaluate other criteria categories in MBCfPE, namely leadership, strategic planning, measurement analysis and knowledge management, workforce, operations, and results (except customer focus results criteria).

Contributions: This research contributes to the performance management literature by showing how the Malcolm Baldrige Criteria for Performance Excellence (MBCfPE) can be implemented effectively in companies or organizations to ensure excellent performance.

Keywords:
1. Malcom Baldrige
2. Performance Excellence
3. Customer Focus
4. Performance Evaluation
Authors:
1 . Ratih Siti Rachmawati
Institut Teknologi Bandung, Indonesia
2 . Dermawan Wibisono
Institut Teknologi Bandung, Indonesia
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How to Cite
Rachmawati, R. S., & Wibisono, D. (2024). Customer satisfaction performance evaluation at PT PLN (Persero) West Java using the Malcolm Baldrige criteria for performance excellence. Journal of Multidisciplinary Academic Business Studies, 1(4), 451–461. https://doi.org/10.35912/jomabs.v1i4.2174
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Issue & Section
Vol. 1 No. 4 (2024): August
Articles
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This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

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  2. Aguwa, C. C., Monplaisir, L., & Turgut, O. (2012). Voice of the customer: Customer satisfaction ratio based analysis. Expert Systems with Applications, 39(11), 10112-10119.
  3. Baldrige. (2022). BALDRIGE EXCELLENCE BUILDER: Key questions for improving your organization’s performance. Retrieved from https://www.nist.gov/system/files/documents/2021/01/29/2021-2022-baldrige-excellence-builder.pdf
  4. Bora, Y., Fanggidae, R. E., & Fanggidae, A. H. (2023). Analysis of the role of online transportation on tourism development (A study of tourists on users of grab online transportation services in kupang city). Journal of Multidisciplinary Academic and Practice Studies, 1(1), 1-10.
  5. Gaspersz, V., & Fontana, A. (2011). Malcolm baldrige criteria for performance excellence. Bogor: Vinchristo Publication.
  6. Kotler, P., & Armstrong, G. (2020). Principles of Marketing, Global Edition: Pearson.
  7. Kotler, P., & Keller, K. (2021). Marketing Management (15th global edition): Pearson Education Limited.
  8. Maharani, R. T., Yahya, Y., Putra, N. P., & Pramono, A. (2023). Effect of Supervision on Teacher Performance in PAUD Groups Playing Kasih Bunda, East Lampung. Journal of Multidisciplinary Academic and Practice Studies, 1(1), 99-112.
  9. Mandasari, R., & Rikumahu, B. (2023). The Impact of Capital Structure, Investment Growth, and Liquidity on Financial Performance of Automotive Companies and Its Components on The Indonesia Stock Exchange (2018-2022). Journal of Multidisciplinary Academic Business Studies, 1(1), 105-118.
  10. Olayinka, A. A. (2022). Financial statement analysis as a tool for investment decisions and assessment of companies’ performance. International Journal of Financial, Accounting, and Management, 4(1), 49-66.
  11. Owusu, E., Akomeah, C. B., & Duah, F. (2021). Demographic differences in sources of stress in higher educational institutions in Ghana. International Journal of Financial, Accounting, and Management, 3(1), 27-44.
  12. Rochmatullah, M. R., Rahmawati, R., Probohudono, A. N., & Widarjo, W. (2023). Is quantifying performance excellence really profitable? An empirical study of the deployment of the Baldrige Excellence Measurement Model in Indonesia. Asia Pacific Management Review, 28(3), 287-298.
  13. Sahatatua, R., Setiady, T., Tinambunan, W. D., Suherman, A. M., Astawa, I. K., & Ansari, T. S. (2024). Comparative analysis of e-commerce arbitration in business dispute resolution in Indonesia And China. Journal of Multidisciplinary Academic and Practice Studies, 2(3), 437-440.
  14. Sekaran, U., & Bougie, J. (2009). Research Methods for Business: A Skill Building Approach.
  15. Silaen, S. (2018). Metodologi penelitian sosial untuk penulisan skripsi dan tesis. Bogor: In Media, 23.
  16. Sugiyono. (2014). Metode Penelitian kuantitatif, kualitatif dan R & D (19th ed.). Bandung: Alfabeta.
  17. Sugiyono, P. (2015). Metode penelitian kombinasi (mixed methods). Bandung: Alfabeta, 28, 1-12.
  18. Sulistiowati, R., Adisa, A. F., & Caturiani, S. I. (2021). Stakeholder Synergy For Sustainable Tourism. Journal of Sustainable Tourism and Entrepreneurship, 3(1), 53-60.
  19. Supheni, I., Ivada, E., Novianti, G. E., & Wiwin, W. (2023). Sustainable tourism from the perspective of tourists in Nganjuk Indonesia. Journal of Sustainable Tourism and Entrepreneurship, 4(3), 301-318.
  20. Thompson, K. R., & Blazey, M. L. (2017). What we can learn from the Baldrige Criteria. Organizational dynamics, 1(46), 21-29.
  21. Wibisono, D. (2013). How To Creat world Class Company: Gramedia Pustaka Utama.