ANALISIS KUALITAS PELAYANAN LISTRIK PRABAYAR PT.PLN TERHADAP KEPUASAN PELANGGAN DI KOTA PALEMBANG

ZULKARNAIN, ZULKARNAIN and Maulana, Ahmad and Nailis, Welly (2022) ANALISIS KUALITAS PELAYANAN LISTRIK PRABAYAR PT.PLN TERHADAP KEPUASAN PELANGGAN DI KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This study aims to analyze the quality of PT PLN's prepaid electricity service on customer satisfaction in the city of Palembang. This study uses a quantitative approach with the method of collecting data through questionnaires. The population in this study is the Palembang city community who use the prepaid electricity services of PT. PLN (Persero). The sampling method used purposive sampling with a total sample of 100 respondents. This study uses descriptive analysis techniques, multiple linear regression analysis and coefficient of determination. The results showed that simultaneously the servqual dimension variable had a significant effect on consumer satisfaction at PT. PLN's prepaid electricity services in the city of Palembang and the partially responsiveness, reliability, empathy variables had a significant effect on consumer satisfaction at PT. PLN's prepaid electricity services in the city of Palembang.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas Pelayanan, Kepuasan Pelanggan
Subjects:	L Education > L Education (General) > L7-991 Education (General)
Divisions:	01-Faculty of Economics > 61201-Management (S1)
Depositing User:	Users 19583 not found.
Date Deposited:	23 Mar 2022 07:40
Last Modified:	23 Mar 2022 07:40
URI:	http://repository.unsri.ac.id/id/eprint/66745

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