scholarly journals Power Outage Sensing Device based on IOT for Service Quality Evaluation in the PLN Distribution System

ELKHA ◽  
2021 ◽  
Vol 13 (2) ◽  
pp. 155
Author(s):  
Adryan Fahri Zul Fauzi ◽  
Agus Kiswantono ◽  
Saidah Saidah
Keyword(s):  
Customer Service ◽  
Distribution System ◽  
Protection System ◽  
Power Outage ◽  
Customer Complaints ◽  
Scada System ◽  
Service Quality Evaluation ◽  
Speed Up ◽  
Location Record ◽  
Secondary Distribution

In overcoming electrical disturbances, PLN implements an equipment protection system that aims to reduce the areas experiencing power outage. However, this protection system has not been integrated with the SCADA system. As a parameter to maintain customer service continuity, PLN uses customer-based indexes, i.e., the Customer Average Interruption Duration Index (CAIDI) and Customer Average Interruption Frequency Index (CAIFI). In the calculation of those index values, the record of power outage occurrence at PLN is still not accurate because the duration and frequency of power outage based on customer complaints. In this study, a Power Outage Sensing device is installed on the secondary distribution system transformer 380/220 which can ensure the location, record the frequency and duration of power outage and serve customers in real time based on IOT using WEMOS D1 and optocoupler sensors which can then be accessed on a web. In its implementation, all power outage is recorded in the database and can be accessed on the web interface. This device can speed up the recovery of disturbances in the system after an outage and perform accurate CAIDI and CAIFI index calculations as customer service evaluations.

scholarly journals Model Construction of Early Warning for Frequently Outage Complaint Based on Data Mining

2018 ◽  
Vol 173 ◽  
pp. 01002
Author(s):  
Jun Fu ◽  
Xin Xu ◽  
Zhijie Sun ◽  
Li Wang ◽  
Dongmei Gong ◽  
...  
Keyword(s):  
Data Mining ◽  
Customer Service ◽  
Early Warning ◽  
Current Control ◽  
Passive State ◽  
Chinese Word Segmentation ◽  
Power Outage ◽  
Customer Complaints ◽  
Starting Point ◽  
Solid Foundation

At present, frequent outages have become the major source of power customer complaints and, seriously affect improvement of customer service satisfaction. The current control of frequent outages, complaints has been in a passive state of compensation, which can only get half the result with twice the, effort and has caused adverse perception of customers. In response to this problem, this article takes the, initiative to prevent as a starting point, through studying rules of complaints business for the frequent power outage, constructs the early warning model of the frequent outages complaints, which takes statistics, of outages as the data mining object and uses Chinese word segmentation matching algorithm as data, mining technology and displays through network map technology, and eventually realizes a frequent power, outage scientific and accurate complaints warning. It provides an accurate reference for properly arrange of, troubleshooting and maintenance of the power supply enterprises and line reconstruction plans, offers, technical support for the forward service gateway and lays a solid foundation for effectively reducing the volume of complaints.

scholarly journals KUALITAS PELAYANAN PENGADUAN PENGGUNA JASA PDAM KOTA SURABAYA (Studi tentang tingkat Responsivitas dan Akuntabilitas PDAM dalam memberikan pelayanan pengaduan pelanggan air kotor/bau)

2017 ◽  
Vol 3 (1) ◽  
Author(s):  
Fikri Fatmala
Keyword(s):  
Customer Service ◽  
Distribution System ◽  
Water Distribution ◽  
Clean Water ◽  
Customer Complaints ◽  
Service Water ◽  
Prone Area ◽  
Qualitative Descriptive ◽  
Time Competence ◽  
Descriptive Method

Quality Services User of Service User Pdam City Surabaya (Study on PDAM Responsiveness and Accountability in providing customer service of dirty/smelly water). Settlement in Surabaya city is one of clean water prone area. So far the distribution of clean water is done through home connection obtained from pdam Surya Sembada in Surabaya city, but the service obtained stiil not in accordance with service standard. This study aims to how resposiveness an akuntability PDAM Surabaya city in providing services. The method used in this research is qualitative descriptive method whit focus of public service covering, service procedure, completion time, competence of service providr officer. Research results can be seen that customer complaints service water distribution system that has been implemented well enough about the procedures service, facilities and infrasructure, the competence of serviceprovider. But at this yime the process of workmanship provided by the officer has not been in accordance whit waht is set and the officer so far only responds to all customer complaints but not acted upon. Keyword : service, responsiveness and accountability

scholarly journals Laboratory Test Bed for Analyzing Fault-Detection Reaction Times of Protection Relays in Different Substation Topologies

Energies ◽  
2018 ◽  
Vol 11 (9) ◽  
pp. 2482 ◽  
Author(s):  
Goran Jurišić ◽  
Juraj Havelka ◽  
Tomislav Capuder ◽  
Stjepan Sučić
Keyword(s):  
Distribution System ◽  
Information Exchange ◽  
Transition Period ◽  
Reaction Times ◽  
Energy Transition ◽  
Test System ◽  
Protection System ◽  
International Electrotechnical Commission ◽  
Test Bed ◽  
Iec 61850

Visions of energy transition focus on activating end users, meaning that numerous flexible-distribution network-level devices become active participants in power-system operations. This implies a fast, reliable, and secure exchange of data, enabling the distribution-system operators to maintain, or even improve, the quality and delivery of service. With the introduction of the International Electrotechnical Commission (IEC) 61850 standard, the path is set for a single communication topology covering all substation levels. The standard has the potential to change the way substations are designed, built, tested, and maintained. This means that the key segment of the substation, its protection system, will go through a transition period with the end goal of having a digitized substation where all information exchange is performed over an Ethernet communication bus. This paper analyzes the performance impact of the IEC 61850-9-2LE on the protection system. To do this, a laboratory hardware-in-the-loop test setup was developed representing traditional-, hybrid-, and digital-substation topology. The setup serves to simulate faults and create transient waveforms in an extended IEEE 123-node test system, which is then used to detect the reaction times of protection relay devices. To verify the results, a significant number of tests was performed clearly showing the benefits of digitalizing the distribution system.

scholarly journals ANALISIS TINGKAT KUALITAS PELAYANAN AIR BAKU PDAM KABUPATEN KOTABARU (Studi Kasus Instalasi Pengolahan Air Desa Gunung Relly)

2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Irwan Azhar
Keyword(s):  
Customer Service ◽  
Treatment Plant ◽  
Water Treatment Plant ◽  
Matrix Analysis ◽  
Raw Water ◽  
Customer Complaints ◽  
Quality Of Water ◽  
Performance Matrix ◽  
Importance Analysis

Untuk meningkatkan kualitas layanan pada PDAM Kotabaru mengukur tingkat kepuasan masyarakat atau pelanggan khususnya terhadap kualitas pelayanan air baku Instalasi Pengolahan Air (IPA) Gunung Relly yang dianalisis berdasarkan tingkat kesesuaian hasil perbandingan skor kinerja dengan skor kepentingan (harapan). Apabila TKi­ < 100%, berarti pelayanan belum memuaskan, Apabila TKi­ = 100%, berarti pelayanan telah memuaskan, Apabila TKi­ > 100%, berarti pelayanan sangat memuaskan. Berdasarkan hasil analisis dari 100 responden, diketahui tingkat kualitas pelayanan air baku PDAM Kotabaru dengan analisis importance dan performance matrix didapat tingkat kesesuaian rata-rata (TKi) 73% < 100% masuk dalam kategori belum memuaskan. Variabel yang menjukan untuk mendapat tindakan prioritas perbaikan menurut pelanggan, yakni variabel-variabel pada kuadran I, 1) kualitas air yang disalurkan kerumah pelanggan, 2) kontinuitas debit air yang disalurkan kerumah pelanggan, 3) keramahan dan kesabaran dalam pelayanan pelanggan serta menhadapi pengaduan pelanggan, 4) kelayakan tarif yang diberlakukan. Sehingga perlu evaluasi pada 1) kualitas air, perlu ada filtrasi atau penyaringan sebelum air didistribusikan ke rumah pelanggan sehingga air layak konsumsi 2) Kontinuitas debit air, Perlu pemeliharaan dan penambahan pompa air, deteksi tingkat kebocoran jaringan perpipaan dan penambahan sumber air alternative, 3) Keramahan pelayanan, perlu penyuluhan internal pimpinan terhadap petugas pelayanan untuk meningkatkan kesadaran sebagai perusahaan daerah yang melaksanakan pelayanan publik, 4) Kelayakan tarif, Perhitungan kembali tarif pelayanan disesuaikan dengan layanan yang diberikan. Kata Kunci : Air Baku, Analisis Importance, IPA Gunung Relly, Kualitas Pelayanan, PDAM Kotabaru. To improve the quality of service at PDAM Kotabaru, measure the level of satisfaction of the community or customers, especially the quality of raw water services in the Gunung Relly Water Treatment Plant (IPA) area, which is analyzed based on the level of comparison between performance scores and interest scores (expectations). If TKi <100%, means the service is not satisfactory, If TKi = 100%, means the service has been satisfactory, If TKi > 100%, means the service is very satisfying. Based on the analysis from 100 respondents, have the level of quality of raw water service in PDAM Kotabaru with importance and performance matrix analysis shows that the average level of suitability (TKi) is 73% <100% in the unsatisfactory category. Variables that indicate to get priority improvement actions according to customers, namely variables in quadrant I, 1) quality of water channeled to customers homes, 2) continuity of water flow distributed to customers' homes, 3) friendliness and patience in customer service and dealing with customer complaints, 4) feasibility of tariffs that apply. So it is necessary to evaluate 1) the quality of the water, there needs to be filtration or filtration before the water is distributed to the customer's house so that the water is suitable for consumption 3) Hospitality of services, need internal leadership counseling to service officers to increase awareness as regional companies that carry out public services, 4) Feasibility of tariffs, Re-calculation of service rates according to services provided. Keywords: Importance Analysis, IPA Gunung Relly, Raw Water, PDAM Kotabaru, Service Quality.

scholarly journals Strategi Komunikasi Interaktif Ciewie Batik

2018 ◽  
Vol 7 (1) ◽  
pp. 108-120
Author(s):  
Marsudi Marsudi
Keyword(s):  
Social Media ◽  
Qualitative Methods ◽  
Customer Service ◽  
International Markets ◽  
Communication Strategy ◽  
Interactive Communication ◽  
Customer Complaints ◽  
Positive Image ◽  
Android Applications ◽  
Descriptive Qualitative

To improve a company's positive image and reputation, Ciewie Batik attempts to develop interactive communication to consumers, both online and offline. This study discusses the strategies and forms of interactive communication that Ciewie Batik uses to run its business in an effort to penetrate domestic, national, and international markets. Using descriptive qualitative methods, this study has found that in order to maximize customer service and promotion, and in an effort to foster value from innovation, Ciewie Batik's interactive communication strategy is to integrate social media and Android applications and actively recruit web-resellers. For example by intensifying customer complaints and inquiries in an express manner. Additionally, by cons–tantly updating Ciewie Batik's website, increasing Facebook Fanpage, and actively recruiting web-reseller.

scholarly journals When Humanizing Customer Service Chatbots Might Backfire

2019 ◽  
Vol 11 (2) ◽  
pp. 30-35
Author(s):  
Rhonda Hadi
Keyword(s):  
Customer Service ◽  
Customer Complaints ◽  
Human Voice ◽  
Service Managers

AbstractMore and more companies are using chatbots in customer service. Instead of with a human employee, customers interact with a machine. Many companies give these chatbots human traits through names, human-like appearances, a human voice or even character descriptions. Intuitively such a humanization strategy seems to be a good idea.Studies show, however, that the humanization of chatbots is perceived in a nuanced way and can also backfire. Especially in the context of customer complaints, human-like chatbots can intensify negative reactions of angry customers, because their performance is judged more critically compared to non-humanized chatbot variants. Service managers should therefore consider very carefully whether and in which situations they should use humanized service chatbots.

Omni-channel service failures and recoveries: refined typologies using Facebook complaints

2018 ◽  
Vol 32 (3) ◽  
pp. 269-285 ◽  
Author(s):  
Anneliese Rosenmayer ◽  
Lisa McQuilken ◽  
Nichola Robertson ◽  
Steve Ogden
Keyword(s):  
Customer Service ◽  
Department Stores ◽  
Content Type ◽  
Customer Complaints ◽  
Service Failures ◽  
Marketing Activities ◽  
The Uk ◽  
Facebook Pages ◽  
Document Review

Purpose This paper aims to present two updated typologies of service failures and recoveries in the omni-channel context. These typologies are based on customer complaints and recoveries collected from the corporate Facebook pages of four omni-channel department stores, two operating in Australia and two in the UK. Design/methodology/approach A document review is used of 400 customer complaints and recoveries. Content analysis is used to condense the Facebook data into categories of failures and recoveries. Findings Customer complaints on Facebook were triggered by a multitude of varying failures in the omni-channel context, given that it is the service brand that customers are experiencing, not just retail channels. The most prevalent failures were “bricks and mortar” shopping, delivery, marketing activities including communications and pricing, quality of goods and customer service. For service recoveries on Facebook, the four-dimensional justice framework appears valid. Research limitations/implications Study limitations include potentially missing details about the nature of the service failures and recoveries, including customer satisfaction with service recovery. Practical implications The typologies offer guidance to omni-channel retailers by showing the range of online and offline situations, including those unrelated to actual transactions that trigger customer complaints on Facebook and the tactics of recovering. Originality/value The authors contribute to the service domain by updating failure and recovery typologies to reflect the emerging omni-channel context, jointly exploring failures and recoveries on Facebook and applying a four-dimensional justice framework for recoveries on Facebook.

Digital Marketplace as a New Frontier of Electronic Commerce

2022 ◽  
pp. 122-137
Author(s):  
Muhammad Anshari ◽  
Mohammad Nabil Almunawar ◽  
Abdullah Al-Mudimigh
Keyword(s):  
Customer Service ◽  
The Other ◽  
Business Practices ◽  
Security Threat ◽  
Privacy And Security ◽  
Customer Complaints ◽  
New Frontier ◽  
Strategic Location ◽  
Major Competitor ◽  
Southeast Asian Countries

The digital marketplace is a major competitor now for the conventional marketplace especially in Southeast Asian countries (ASEAN) where digital marketplaces are booming and developing at an aggressive rate. The study also focuses on the challenges of eBay as a leading digital marketplace in battling their privacy and security threat, handling customer complaints about their services, or how government intervention provides an impact to their business, and competing with similar service provides. The other challenges are also associated with geographical distribution for marketing strategic location and why eBay should maintain their business like any other conventional business practices. Finally, the authors explore how concerned they are towards customer service as fundamental for any business.

Paranoid personality and frontline employee’s proactive work behaviours: a moderated mediation model of empathetic leadership and perceived psychological safety

2020 ◽  
Vol 31 (1) ◽  
pp. 113-135
Author(s):  
Shaker Bani-Melhem ◽  
Faridahwati Mohd. Shamsudin ◽  
Rawan Mazen Abukhait ◽  
Samina Quratulain
Keyword(s):  
Customer Service ◽  
Personality Trait ◽  
Psychological Safety ◽  
Dark Side ◽  
Content Type ◽  
Customer Complaints ◽  
Moderated Mediation Model ◽  
Paranoid Personality ◽  
Willingness To Report ◽  
The Impact

PurposeThis study expands on research related to the dark side of personality traits by examining how individual dark personality affects proactive work behaviours. Specifically, the authors consider paranoia as a dark personality trait and propose that it negatively relates to perceived psychological safety and indirectly affects frontline employees' (FLEs) willingness to report customer complaints as well as their extra-role customer service. The authors also posit that empathetic leadership is a focal, contextual factor that mitigates the impact of paranoia on perceived psychological safety and, consequently, the willingness to report customer complaints and engage in extra-role customer service behaviour.Design/methodology/approachThe model was tested on a sample of 252 FLEs using process macro (Hayes, 2017) and AMOS. Data were collected from FLEs working in different hospitality organisations using a time-lagged design; supervisor-rated employee extra-role customer service was also measured.FindingsThe authors found that FLEs with a paranoid personality trait had a lesser sense of psychological safety at work, which reduced their willingness to engage in proactive work behaviours. However, this negative effect was mitigated by the presence of an empathetic leader.Originality/valueThe results are important because research has yet to determine which actions managers should take to counter the negative effects of dark personalities in the workplace.

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