Pengaruh Dimensi Kualitas Pelayanan terhadap Kepuasan Pelanggan pada PT. PLN (Persero) ULP Lumajang

(Studi Kasus Pada Pelanggan Pasang Baru Rumah Tangga Daya 900 Va)

  • Hari Suprayogi STIE Widya Gama Lumajang
  • Kusnanto Darmawan STIE Widya Gama Lumajang
  • Kasno Kasno STIE Widya Gama Lumajang

Abstract

This study aims to find out to know partially or simultaneously significant tangible, reliability, responsiveness, assurance, and empathy on customer satisfaction at PT. PLN (Persero) ULP Lumajang. This research is a quantitative research by looking for associative relationships that are casual or research that are inquiring about the relationship between two or more variables and are causal. The samples taken were 60 people or respondents. The sampling technique used in this study is Probability Sampling, and the technique chosen is Simple Random Sampling. The results of this study indicate that partially the dimensions of service quality consisting of tangible, reliability, responsiveness, insurance, and empathy variables did not significantly influence customer satisfaction, while simultaneously the dimensions of service quality consisted of tangible, reliability, responsiveness, insurance, and empathy has a significant influence on customer satisfaction at PT. PLN (Persero) ULP Lumajang (Case Study on New Tidal Households of Daya 900 Va). The results of the coefficient of determination (R2) indicate that as much as 30.3% customer satisfaction can be explained by independent variables namely tangible, reliability, responsiveness, assurance, and empathy, while the remainder is 69.7% customer satisfaction at PT. PLN (Persero) ULP Lumajang influenced by other variables not examined in this study such as product quality and promotion. The limitations of this study are only examining the dimensions of service quality which consist of tangible, reliability, responsiveness, assurance, and empathy variables, on customer satisfaction while other variables that can influence customer satisfaction are expected to be investigated by future researchers.

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Published
2019-07-06