Skripsi
Pengaruh kualitas layanan terhadap kepuasan pelanggan rumah tangga Pt perusahaan listrik negara (persero) unit layanan Pelanggan Soe
- Bagikan:
The main issue in the study was whether there was an influence on quality of service on household customer satisfaction, while the purpose of the study was to explain and prove the effect of service quality consisting of reliability, responsiveness, assurance of certainty, empathy and existence, partially and simultaneously on customer satisfaction. The object of the study was a household customer of PT. PLN (Persero) ULP Soe. The variables studied were reliability, response recklessness, assurance of certainty, empathy, existence and customer satisfaction of households. The method used is a quantitative descriptive method. The population in this study is a household customer of PT. PLN (Persero) ULP Soe. The sample was taken by 99 respondents. Then an analysis of the data obtained using multiple linear regression analysis. These analyses include: multiple analysis tests,hypothesis testing through tests. Based on the results of the study obtained regression equation: Y = 1.308 + 0.381X1 + 0.241 X2 + 0.245X3 + 0.176 X3 + 0.297X4 + 0.181X5. Hypothesis testing using the t test showed that independent variables namely reliability pe, response recklessness, assurance of certainty, empathy and existence were shown to significantly influence dependent variables of household customer satisfaction. Through the test f it can be known that the variable Independent is indeed feasible to test the dependent variables of household Customer Satisfaction. Adjust R Square number of 0.632 or 63.2%; 63.2% of household customer satisfaction variables are influenced by independent variables in regression equations. The remaining 36.8% of household customer satisfaction variables were affected by other variables not discussed in the study.
Keywords: Quality of Service, Reliability, Response Recklessness, Assurance of Certainty, Empathy, Existence, Household Customer Satisfaction
Detail Information
| Item Type | |
|---|---|
| Penulis |
Mida Susanti Nokas - Personal Name
|
| Student ID |
1803020244
|
| Dosen Pembimbing | |
| Penguji |
Anderias S. W. Langga - 196004141988031008 - Ketua Penguji
Anthonius B Mesakh - 196208061988031002 - Penguji 1 Abas Kasim - 196004141988031008 - Penguji 2 |
| Kode Prodi PDDIKTI |
63211
|
| Edisi |
Published
|
| Departement |
Administrasi Bisnis
|
| Kontributor | |
| Bahasa |
Indonesia
|
| Penerbit | UPT Perpustakaan Undana : Kupang., 2022 |
| Edisi |
Published
|
| Subyek | |
| No Panggil |
632.11 Nok P
|
| Copyright |
Individu Penulis
|
| Doi |