PENGARUH PELAYANAN TERHADAP KEPUASAN PELANGGAN (Survey pada Pelanggan Listrik Pintar PT PLN (Persero) Area Yogyakarta)

ISMERISA, NIM. 09730075 (2013) PENGARUH PELAYANAN TERHADAP KEPUASAN PELANGGAN (Survey pada Pelanggan Listrik Pintar PT PLN (Persero) Area Yogyakarta). Skripsi thesis, UIN SUNAN KALIJAGA.

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Abstract

This study aims to examine the effect of Quality service level at Smart Electricity PT.PLN (Persero) Yogyakarta Area on Costomer Satisfaction. Costomer satisfactions is the costomer response to the discrepancy between the previous interest rate and actual performance had felt after the use. One of the factors that determine customer satigfactions is the customer perception of service quality which focuses on five dimentions of service quality, namely reliability, assurance, tangible, responsiveness, and emphaty. This research in intended to know influence of service quality (reliability, assurance, tangible, responsiveness, and emphaty) either partially or simultaneously to the consumers satisfaction. The theory used in this research is marketing management theory related to the service quality. It uses descriptive quantitative and case study using survey. This is also explanatory. The technique of data collection is distributing the questionnary to the sample for 150 respondents from . The sampling technique’s using sample random sampling method, that selecting anymore whose during the research. The data was collected though quesionnaires which have been tasted for validity and reliability, where as the quantitative analysis was using pearson correlations. To test the hyphotesis, it uses simple regression by using t-test. The result of study shows that service quality can be seen from 5 dimentions: reliability, assurance, tangible, responsiveness, and emphaty are partial . significant influence to the statisfaction of customers of Smart Electricity PT. PLN (Persero) Yogyakarta area. Keywords: Quality service level at Smart Electricity PT.PLN (Persero), Satisfaction, Smart Electricity, reliability, assurance, tangible, responsiveness, emphaty.

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