PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN PT. PLN TEGAL KOTA
DOI:
https://doi.org/10.32493/jpkpk.v2i1.2003Abstract
ABSTRAK
Tujuan penelitian ini untuk mengetahui kualitas pelayananan pada PT.PLN di Tegal Kota, untuk mengetahui kepuasan pelanggan pada PT.PLN di Tegal Kota, dan untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pelanggan pada PT.PLN di Tegal Kota
Metode penelitian yang digunakan adalah bersifat deskriptif kualitatif dan pengolahan data bersifat kuantitatif, jumlah populasi adalah seluruh Pelanggan PT. PLN di Tegal Kota yang berjumlah 2.052. Sehingga sampel dalam penelitian ini adalah 100 responden/pelanggan PT.PLN di Tegal Kota. Metode pengumpulan data dengan studi pustaka serta studi lapangan dengan metode observasi dan kuesioner. Metode analisis data dengan menggunakan Uji Validitas, Uji Reliabilitas, Uji Regresi Linier Sederhana, Uji Korelasi, Uji Determinasi dan Uji Hipotesis (Uji-t).
Hasil penelitian uji statistik deskriptif bahwa terdapat pengaruh positif cukup kuat dan signifikan antara kualitas pelayanan terhadap kepuasan pelanggan pada PT.PLN di Tegal Kota. Hal ini dapat dilihat dari hasil regresi linier sederhana dimana nilai Y = 18,725 + 0,54X, r = 0,612, kontribusi variabel kualitas Pelayanan terhadap kepuasan pelanggan 37,44% dan sisanya sebesar 62,56% dipengaruhi oleh beberapa faktor lain. Dan pengaruh kedua variabel tersebut signifikan karena thitung ttabel (7,659 > 1,984)
Kata Kunci: Kualitas Pelayanan dan Kepuasan Pelanggan.
ABSTRACT
The purpose of this study was to determine the quality of service at PT PLN in Tegal City, to determine customer satisfaction at PT PLN in Tegal City, and to determine the effect of service quality on customer satisfaction at PT PLN in Tegal Kota
The research method used is qualitative descriptive and quantitative data processing, the total population is all customers of PT. PLN in Tegal City, amounting to 2,052. So that the sample in this study is 100 respondents / customers of PT. PLN in Tegal City. Data collection methods with literature studies and field studies with observation and questionnaire methods. Data analysis method using Validity Test, Reliability Test, Simple Linear Regression Test, Correlation Test, Determination Test and Hypothesis Test (t-test).
The results of descriptive statistical test research that there is a strong and significant positive influence between service quality on customer satisfaction at PT PLN in Tegal Kota. This can be seen from the results of simple linear regression where the value of Y = 18.725 + 0.54X, r = 0.612, the contribution of service quality variables to customer satisfaction is 37.44% and the remaining 62.56% is influenced by several other factors. And the influence of these two variables is significant because the t-table count (7.659> 1.984)
Keywords: Service Quality and Customer Satisfaction.
Downloads
Published
Issue
Section
License
Open Access
Jurnal Pemasaran Kompetitif is a national peer reviewed and open access journal that publishes significant and important research from all area of agroindustry.
This journal provides immediate open access to its content that making research publish in this journal freely available to the public that supports a greater exchange of knowledge.
Copyright
Submission of a manuscript implies that the submitted work has not been published before (except as part of a thesis or report, or abstract); that it is not under consideration for publication elsewhere; that its publication has been approved by all co-authors. If and when the manuscript is accepted for publication, the author(s) still hold the copyright and retain publishing rights without restrictions. Authors or others are allowed to multiply article as long as not for commercial purposes. For the new invention, authors are suggested to manage its patent before published. The license type is CC-BY-SA 4.0.
Disclaimer
No responsibility is assumed by publisher and co-publishers, nor by the editors for any injury and/or damage to persons or property as a result of any actual or alleged libelous statements, infringement of intellectual property or privacy rights, or products liability, whether resulting from negligence or otherwise, or from any use or operation of any ideas, instructions, procedures, products or methods contained in the material therein.
