Increase training for customer service officers

Oct 13, 2025 by talynt.org 74 views

Measurement of Company Image in the Community: Descriptive Study of PLN Image in Environment III Helvetia Tengah Medan Village

Introduction

In today's business world, a company's image plays a crucial role in shaping its reputation and building strong relationships with its community. A positive company image can lead to increased customer loyalty, trust, and satisfaction, ultimately resulting in business growth and success. Conversely, a negative image can lead to a decline in sales, revenue, and ultimately, the company's survival. This is particularly true for companies like the State Electricity Company (PLN), which provides essential services to the community. In this study, we aim to understand the impressions, levels of trust, and attitudes of the community in the III Helvetia Tengah Kelurahan Medan towards PLN.

The Importance of Company Image

A company's image is a complex and multifaceted concept that encompasses various aspects, including its products, services, values, and behavior. It is shaped by the company's interactions with its customers, stakeholders, and the wider community. A positive company image can be built through various means, including effective communication, transparency, and good customer service. On the other hand, a negative image can be the result of poor service quality, lack of transparency, and unresponsive customer service.

Research Methods

This study employed a descriptive approach to examine the situation and events related to PLN's image in the III Helvetia Tengah Medan Village. The theory of public relations and the company's image was used as the basis for analysis. The sample was taken using the Arikunto formula, where 20% of the total population was selected, resulting in 97 participants. The sampling technique used was random sampling, where a list of subjects was created, and serial numbers were assigned to each participant. The number of samples needed was then drawn from the list.

Research Results

The data analysis revealed that the community had a positive impression of PLN due to the programs and services offered, such as the "Prepaid Electricity" program and "added free electricity". However, despite the community's welcome of these programs, they had a low level of trust in PLN, particularly related to complaints services that were considered slow and less friendly. The community showed agreement with the planned PLN programs, as long as they were well socialized. For example, the "rotating blackout" program and the existence of electricity payment counters were considered capable of helping to expedite the payment process.

Additional Analysis and Explanation

The company's image is an important aspect that affects the relationship between the company and the community. In the context of PLN, the results of this study highlight that although there is a positive impression, public trust still needs to be improved. This could be caused by direct community experience of the services they receive. The need to improve service quality and faster response in handling complaints will greatly affect PLN's image in the eyes of the community.

In addition, it is essential for PLN to be active in the socialization of programs to be implemented, as well as providing education to the public about the functions and benefits of each program. Thus, PLN can reduce misunderstandings and build stronger trust from the community. A positive company image is not only built through profitable programs but also through good interactions between companies and customers. Increasing training for customer service officers can also be an important step to increase the attitude and satisfaction of the community towards PLN services.

Conclusion

The measurement of PLN's image in the III Helvetia Tengah Medan Village shows that there is great potential to build better relationships between companies and the community, as long as it is balanced with improvement in effective services and communication. Thus, PLN can not only increase public confidence but also strengthen its image as a company that is caring and responsive to the needs of its customers.

Recommendations

Based on the findings of this study, the following recommendations are made:

Improve service quality: PLN should focus on improving its service quality to increase customer satisfaction and trust.
Enhance communication: Effective communication is essential in building a positive company image. PLN should be active in socializing its programs and providing education to the public about the functions and benefits of each program.
Increase training for customer service officers: Increasing training for customer service officers can help improve their attitude and behavior, ultimately leading to increased customer satisfaction and trust.
Faster response in handling complaints: PLN should focus on providing a faster response to customer complaints to increase customer satisfaction and trust.

By implementing these recommendations, PLN can build a stronger and more positive image in the eyes of the community, ultimately leading to increased customer loyalty, trust, and satisfaction.
Frequently Asked Questions: Measurement of Company Image in the Community

Q: What is company image, and why is it important?

A: Company image refers to the overall impression that a company creates in the minds of its customers, stakeholders, and the wider community. It encompasses various aspects, including the company's products, services, values, and behavior. A positive company image is essential for building trust, loyalty, and satisfaction among customers, ultimately leading to business growth and success.

Q: What are the key factors that affect a company's image?

A: The key factors that affect a company's image include:

Effective communication: Clear and transparent communication is essential in building a positive company image.
Service quality: Providing high-quality services is critical in creating a positive impression among customers.
Customer service: Good customer service is essential in building trust and loyalty among customers.
Social responsibility: Companies that demonstrate social responsibility and contribute to the community are more likely to have a positive image.
Transparency: Transparency in business practices and operations is essential in building trust among customers.

Q: How can a company improve its image?

A: A company can improve its image by:

Focusing on customer satisfaction: Providing high-quality services and products that meet customer needs and expectations.
Improving communication: Engaging in clear and transparent communication with customers and stakeholders.
Investing in employee training: Providing training and development opportunities for employees to improve their skills and knowledge.
Demonstrating social responsibility: Contributing to the community and demonstrating social responsibility.
Being responsive to customer complaints: Responding promptly and effectively to customer complaints and concerns.

Q: What is the role of customer service in building a positive company image?

A: Customer service plays a critical role in building a positive company image. Good customer service is essential in creating a positive impression among customers, building trust, and loyalty. Companies that provide excellent customer service are more likely to have a positive image and attract repeat business.

Q: How can a company measure its image?

A: A company can measure its image by:

Conducting customer surveys: Gathering feedback from customers through surveys and focus groups.
Analyzing customer complaints: Analyzing customer complaints and concerns to identify areas for improvement.
Monitoring social media: Monitoring social media to gauge customer sentiment and feedback.
Conducting market research: Conducting market research to understand customer needs and expectations.
Using image metrics: Using metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) to measure customer satisfaction and loyalty.

Q: What are the benefits of building a positive company image?

A: The benefits of building a positive company image include:

Increased customer loyalty: Building trust and loyalty among customers.
Improved reputation: Creating a positive reputation among customers, stakeholders, and the wider community.
Increased sales: Attracting new customers and increasing sales.
Competitive advantage: Differentiating the company from competitors and creating a competitive advantage.
Improved employee morale: Creating a positive work environment and improving employee morale.