Effect of service quality on customer satisfaction tariff power 900 va (case study pt. Pln (persero) ulp way halim)
Keywords:
Customer Satisfaction, PT.PLN, Service QualityAbstract
This study aims to examine the effect of service quality on customer satisfaction at PT. PLN ULP Way Halim. The phenomenon is that there are customer complaints per month and there are several problems or complaints such as delays in service and handling, uncertainty of service time and cost, failed electricity tokens, and folded bills and illegal electricity. In this study, the authors used quantitative methods. The data used in this study were obtained from primary and secondary data, in the form of questionnaires and interviews. The sampling method in this study used sampling, namely the sampling technique. The number of respondents in this study amounted to 99.9 people. The data analysis technique used in this research is multiple linear regression analysis. The results of the multiple linear regression test show that the variables of physical evidence of reliability, responsiveness, assurance, and empathy partially do not have a significant effect on customer satisfaction, only physical evidence, assurance and empathy variables have a significant effect on customer satisfaction. statistics show the calculated F value of desire service = 40,438, aduaqate service = 32,961 and F table = 2,310 with a significance of 0.000 <0.05. With a significance value below 0.05, F count = 40,438 and 32,961 > F table = 2,310 it can be stated that together tangible, reliability, responsiveness, assurance, and empathy have a positive and significant influence on customer satisfaction.
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