Lailiyah, Nadifatul (2017) Analisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada pemakaian listrik prabayar pada PT PLN (Persero) UPJ Blega Bangkalan. Undergraduate thesis, Universitas Islam Negeri Maulana Malik Ibrahim.
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Abstract
INDONESIA:
Banyaknya persaingan mewajibabkan perusahan memberikan kualitas yang terbaik agar konsumen menjadi puas dan royal terhadap produk perusahaan tersebut. Sehingga perusahaan terus melakukan strategi untuk meningkatkan kualitas untuk kepuasan konsumen. Begitu pula dengan PT PLN (persero) UPJ Bleg-Bangkalan melakukan inovasi dari listrik prabayar kelistrik pasca bayar.
Tujuan dari penelitian ini untuk mengetahui dimensi dalam kualitas pelayanan kepuasan terhadap pemakaian listrik prabayar yang meliputi tangible, reliability, responsiveness, assurance, berpengaruh terhadap kepuasan pelanggan terhadap pemakaian listrik prabayar cabang Kabupaten Blega seacara parsial dan simultan. Analisis menggunakan meliputi uji validitas, uji reliabilitas, uji asumsi klasik, analisis regresi linear berganda, uji f, dan uji t.
Dari hasil analisis Analisis koefisien determinasi menghasilkan 58,67%. Artinya kepuasan konsumen pemakai jasa listrik prabayar dipengaruhi sebesar 58,67 % oleh kualitas pelayanan sedangkan sisanya 41,33 % di pengaruhi oleh variabel lain yang tidak diukur oleh penulis. Berdasarkan pengujian hipotesis yang dilakukan, ternyata t hitung = 11,79> t tabel = 1,633 yang berarti terdapat hubungan yang positif antara kualitas pelayanan dengan kepuasan konsumen dari hasil penelitian tersebut dapat ditarik kesimpulan bahwa kualitas pelayan dapat pengaruh yang baik kepada kepuasan pelangan pada PT PLN (persero) UPJ Bleg-Bangkalan.
ENGLISH:
The amount of competition requires companies to provide the best quality for consumers to be satisfied and royal to the company's products. So, the company continues to implement strategies to improve quality for customer satisfaction. Similarly, PT. PLN (Persero) UPJ Blega-Bangkalan innovated from prepaid electricity to postpaid electricity.
The purpose of this research is to know dimension in service quality of satisfaction to electricity usage of prepaid which include tangible, reliability, responsiveness, assurance, and influence to customer satisfaction to electricity usage of prepaid in Blega Regency partially and simultaneously. The analysis uses validity test, reliability test, classical assumption test, multiple linear regression analysis, f test, and t test.
From result of the analysis, analysis coefficient determination yields 58,67%. This means that consumer satisfaction users of prepaid electricity services is influenced by 58.67% by the quality of service while the remaining 41.33% influenced by other variables that are not measured by the writer. Based on the hypothesis testing performed, it turns t = 11.79> t table = 1.633 which means there is a positive relationship between service quality and customer satisfaction. From the results of this study, it can be concluded that the quality of service can affect the satisfaction of the good customer at PT PLN (Persero)UPJ Blega-Bangkalan.
Item Type: | Thesis (Undergraduate) | ||||||
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Supervisor: | Hasan, Irmayanti | ||||||
Contributors: |
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Keywords: | Kualitas Layanan; Kepuasan Pelanggan; Service Quality; Customer Satisfaction | ||||||
Departement: | Fakultas Ekonomi > Jurusan Manajemen | ||||||
Depositing User: | Ainun Rosyidah | ||||||
Date Deposited: | 03 May 2018 09:49 | ||||||
Last Modified: | 03 May 2018 09:49 | ||||||
URI: | http://etheses.uin-malang.ac.id/id/eprint/10456 |
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